Diners in Cyprus pay more but get less, survey reveals

Diners in Cyprus are paying more but often getting less when visiting restaurants, according to a survey conducted by the Cyprus Consumers Association.

The association, which conducted the survey with funding from the Energy Ministry, reported that, despite slight service improvements, many establishments have reduced portions and quality, leading to mixed customer experiences.

“Encouragingly, in 2024 compared to 2023, there is a marked improvement in the picture of services offered in food,” the report said.

“This may be due to the publicity given to the 2023 assessment,” it added.

Yet the report suggested that many issues could be resolved by owners at no extra cost, emphasising the importance of consistent service standards.

The survey, conducted from May to September 2024 through 200 mystery shopping visits across Cyprus, recorded a broad range of experiences, both positive and negative.  

One reviewer praised an “excellent and very friendly reception”, noting that “we ordered for 8 people and were advised that the 6 portions were satisfactory”.

They added that “we were indeed served 6 portions, and they were very satisfactory”.

The same reviewer mentioned that “locally sourced water, offered free of charge,” was provided, describing it as excellent and a positive touch to the dining experience.

However, other visits drew attention to various shortcomings. One reviewer said that “there was a list at the entrance but not in Greek”, while “the menus at the tables were also only in English”.

They also mentioned that “the waitress did not speak Greek and did not wear a professional uniform, but she was helpful”.

According to the survey, common issues included small portions, billing errors, and limited accessibility, with one report stating that “the toilets are difficult to access for people with disabilities”.

Some diners reported not receiving receipts. One reviewer stated that “no receipt was given, but just said ‘give me 35 euros and it’s fine!’”

Hygiene and noise were also frequent complaints, with remarks such as “the hand washing tap in the women’s toilets did not work,” and inadequate separation of smoking areas, making the experience uncomfortable for some.

Menu mistakes cropped up as well. “I ordered oyster mushrooms, and they brought me port wine mushrooms and (they were) even burnt”.

Although subsequently corrected, such mix-ups underline persistent service challenges.

Further observations pointed to operational issues, with comments like “there were a lot of cats” and “the waiters didn’t know what items were included in their fish meze”.

Other comments stated that the restaurant in question “forgot to bring our drinks, and we had to remind them after ten minutes”.

At certain venues, restroom facilities were limited, while pest issues were also noted, with one diner saying that “the first table we sat at had ants on the tablecloth and everywhere else”.

It should be noted that Cyprus has expanded its consumer protection measures by strengthening mystery shopping initiatives.

The Energy Ministry, whose remit also includes commerce, now uses mystery shoppers to monitor compliance with consumer protection laws, assessing product availability, pricing accuracy, and customer service.

Non-compliant businesses can face penalties, as part of a broader push to maintain fair practices and elevate service standards.

The government’s mystery shopping expansion includes the tourism sector, with the Deputy Ministry of Tourism enlisting third-party firms to conduct “mystery guest” evaluations in hotels.

These assessments target key hospitality standards, such as cleanliness, staff responsiveness, and overall guest satisfaction.

The ministry has opened a tender process to appoint specialized agencies, reflecting Cyprus’ focus on improving its tourism services. 

This commitment was highlighted further at this year’s MSPA EA Conference, which was held earlier this month in Cyprus.

Organised by the Mystery Shopping Professionals Association for Europe and Africa, the event brought industry leaders together to discuss best practices and innovations in mystery shopping.