Restaurant Accessibility Blind and Low Vision Customers

Restaurant Accessibility Survey

Download Restaurant Accessibility Survey — Customer loyalty is crucial for any organization, including the restaurant industry. How a restaurant treats customers with disabilities can significantly affect that loyalty and have a lasting impact on their business.

Between February and March 2024, Vispero and TPGi surveyed over 600 blind and low-vision people about their experiences accessing restaurants, including the use of restaurant technology.

This whitepaper provides key findings from analysis of the survey results and makes some recommendations that restaurants can follow to provide a more inclusive, enjoyable restaurant experience for people with disabilities.

More Accessibility Resources

• McDonald’s Access for Blind and Low Vision
• Restaurant Accessibility is Win Win
• Accessibility and Digital Menus For Restaurants
• McDonald’s Kiosk – Low Vision, Blind & Robots
• Restaurant ADA – Assistive Technology

Primer on Restaurant Accessibility in General

Major Considerations for Accessibility in Restaurants

Creating an accessible restaurant involves a combination of physical design, operational policies, and staff awareness to ensure all guests, including those with disabilities, can enjoy a comfortable and dignified dining experience. Below are the major considerations, primarily guided by the Americans with Disabilities Act (ADA) and best practices in the industry.

Accessible Entrances and Parking

At least one accessible entrance is required, with ramps or lifts if there are steps. Doors should be at least 32 inches wide and easy to open, ideally with automatic mechanisms.

Accessible parking spaces must be provided, including van-accessible spots, and should be the closest spaces to the accessible entrance. The number of spaces depends on the total parking available (at least one accessible spot for every 25 spaces).

Clear, visible signage should direct guests to accessible entrances and parking.

Dining Room Layout and Seating

Pathways must be at least 36 inches wide to allow wheelchair users to navigate freely.

At least 5% of tables (or at least one, if fewer than 20 tables) must be accessible, with heights between 28 and 34 inches, and knee clearance of at least 27 inches high, 30 inches wide, and 19 inches deep.

Tables and chairs should be movable to accommodate various needs, and accessible seating should be distributed throughout the dining area, not isolated.

Maintain clear floor space of 30 by 48 inches at accessible tables for maneuverability.

Restroom Accessibility

At least one accessible restroom must be available, with wide stalls, grab bars, and a 60-inch turning space for wheelchairs.

Sinks, soap dispensers, and hand dryers should be at accessible heights and operable with one hand.

Braille and tactile signage should be used for restrooms and other key areas.

Service Counters and Self-Service Areas

Service counters should be no higher than 34 inches, and accessible to people using wheelchairs.

Self-service counters and buffets must have items within reach ranges (15-48 inches for forward reach, 54 inches for side reach).

Controls and dispensers should be operable with one hand, without tight grasping or twisting.

Menus and Communication

Menus should be available in accessible formats, such as Braille, large print, and digital versions for screen readers.

Staff should be trained to assist guests with disabilities and provide reasonable accommodations.

Signage and Lighting

Use clear, high-contrast signage with Braille and raised text for navigation and identifying key facilities.

Ensure good lighting throughout the restaurant to aid those with visual impairments.

Outdoor Dining and Additional Features

Outdoor dining areas must also be accessible, with level surfaces and accessible tables.

Service animal policies must be enforced to allow access for guests with disabilities.

Staff Training and Policies

Train staff to assist guests with disabilities respectfully and effectively, including understanding service animal policies and how to provide reasonable accommodations.

Ensure hiring and employment practices provide equal opportunities for individuals with disabilities.

 

Has Japan’s Focus on Accessibility Resulted in More Sales and Customers?

Japan’s focus on accessibility-driven by both demographic realities and evolving legal frameworks-has had a measurable impact on business outcomes, particularly in expanding the customer base and fostering sales growth.

1. Expanding Market Reach

Japan has one of the world’s oldest populations, with nearly 30% over the age of 65 and about 7.6% of the population living with disabilities. Prioritizing accessibility allows businesses to serve this large and growing segment, which would otherwise face barriers to participation in the marketplace.

Accessible products and services, especially those designed with universal design principles, have been shown to earn loyal followings among older adults and people with disabilities. Brands that invest in accessibility and highlight these features in their marketing stand out and can deepen trust with these demographics.

2. Building Trust and Customer Loyalty

Accessibility initiatives are closely linked to increased trust and loyalty from customers and partners. In Japan’s business culture, demonstrating corporate social responsibility (CSR) through accessibility builds credibility and strengthens relationships with both consumers and business partners.

For digital businesses, accessible websites and services can reach a wider audience, particularly as older adults-who are more likely to have disabilities-become increasingly active online.

3. Sales and Market Growth

The market for assistive devices and accessible solutions in Japan is rapidly expanding, with the disabled and elderly assistive device market projected to more than double from $878.9 million in 2023 to nearly $2 billion by 2030. This growth reflects strong demand for accessible products and services.

In the broader consumer market, products and experiences that prioritize accessibility and ergonomic design can earn loyal customers and drive repeat business, especially as Japan’s population ages.

4. Competitive Advantage

As Japanese consumers place high value on quality, convenience, and user-friendly experiences, businesses that innovate around accessibility-such as through modern POS systems, seamless payment options, and accessible digital platforms-are better positioned to attract and retain customers.

Universal design and accessibility are not just compliance measures but are seen as differentiators in a crowded and competitive marketplace.

5. Legal and Social Incentives

While Japan’s accessibility laws for private businesses are less prescriptive than those in some countries, there are still strong incentives to comply and exceed minimum requirements. Businesses that fail to report or misrepresent their accessibility practices may face fines, but more importantly, they risk missing out on a significant and growing customer base.

Conclusion
Japan’s sustained focus on accessibility-spanning physical infrastructure, assistive technologies, and digital experiences-has resulted in broader customer reach, increased trust, and tangible sales growth, especially among older adults and people with disabilities. For businesses, investing in accessibility is not just a legal or ethical imperative but a strategic move that opens doors to new customers and strengthens brand loyalty in a rapidly aging society.