Customer Experience & Digital Transformation
Restaurant Frustrations: A Tillster report found that 93% of quick-service restaurant (QSR) customers are frustrated by inconsistent digital experiences across locations. This includes issues like apps not working together or inconsistent menus. Diners also want more personalization and seamless experiences across physical and digital touchpoints.
Self-service Kiosks Gaining Traction: The report also highlights a rise in self-service kiosk usage (57% of diners want more kiosks) as a way to improve convenience and potentially reduce labor costs for restaurants.
Third-Party Delivery Decline: Diners are showing a decreased preference for third-party delivery apps (17% expect to use them less) and a growing interest in restaurant-specific apps and websites (47% want more exclusive offers). This presents an opportunity for restaurants to build direct customer relationships.
Curbside Pickup Popular but Needs Improvement: While 89% of diners who used curbside pickup said they'd likely use it again, over half faced parking issues. Restaurants need to address logistical challenges to ensure a smooth curbside experience.
Personalization Matters: Over half of diners (58%) are more likely to recommend a QSR based on a positive personalized ordering experience. Conversely, a third have decided not to order due to lack of personalization.
AI in Restaurants: Software Advice's survey finds that while consumers are open to using AI tools for ordering (49% open to using AI chatbots or drive-thru) there's strong resistance to robot cooks (only 33% find it acceptable).
Other News
Biscuitville Launches Online Ordering: The 80+ location restaurant chain partners with Lunchbox to launch its first online ordering platform.
Applebee's Exec Joins Fuzzy's Taco Shop: Patrick Kirk, formerly a VP at Applebee's, is now CMO at Fuzzy's Taco Shop.
Aionic Digital Unveils AI-Powered Integration Tool: Aionic Digital releases Synapse, an AI tool designed to simplify data integration across various systems.
Curator Hotel & Resort Collection Selects Toast as POS Partner: This hotel collection partners with Toast to provide its member hotels with a cloud-based point-of-sale system.
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