Customer experience is the deciding factor in QSR loyalty, with speed, convenience and seamless technology all shaping how customers perceive your brand.
40% of consumers are visiting QSRs less frequently than they used to because of rising costs, so every interaction matters
That means your tech, especially at the drive-thru, needs to work harder to support faster service and encourage return visits, reinforcing value at every touchpoint.
Global Payments surveyed 1,000 customers to find out what’s on their menu for restaurant experience and what may be driving them away.
83% of customers are getting their food to go, but patience is thin
92% will leave if the drive-thru line is too long
34% bail at 5-6 cars
17% won’t wait past 3-4 cars
3% leave after seeing just 1-2 cars
86% are more likely to stay in a long line if they’ve had a good past experience at your location
Here’s the dish:
Prioritizing speed and quality in food prep and payment tech is more important than ever.
The drive-thru isn’t the only thing moving fast. Here’s the tech customers are hungry for today.
Loyalty rewards (42%)
Mobile payment/tap to pay (39%)
Mobile ordering for pickup (42%)
78% of consumers use restaurant apps in some way
69% Mobile ordering apps
66% Mobile payment/tap to pay
62% Self-serve kiosks
The payoff they’re looking for
52% Faster ordering experience
45% Shorter lines
40% More convenient payment options
Tech adoption is highest when the benefit is immediate. Think speed, convenience and control.
What’s their secret sauce?
54% still prefer interacting with a real person
43% say human interaction feels more personal
32% don’t want to download another app
27% worry about payment security
Consumers want technology that enhances, rather than replaces, their usual experience. Offer choices, but keep the personal touch.
You might think of payments as a side, but when it comes to speed, they’re the whole enchilada. No matter how good the food or how fast the service, a clunky checkout can leave customers with a bad taste. A friction-free payment experience is the cherry on top of a memorable experience.
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