The Pandemic's Impact on Restaurant Design
COVID-19 accelerated pre-existing trends in restaurant innovation, leading to smaller dining rooms, drive-thru focused designs, and tech-driven layouts.
Brands like Burger King are investing heavily in redesigns, emphasizing speed, convenience, and catering to shifts in order preferences.
The Emerging Experiences Report
This report (a collaboration between QSR and Intouch Insight) investigates how customers interact with new restaurant designs and how innovation impacts the experience.
Key Areas of Focus:
In-store kiosk vs. live counter ordering
Mobile drive-thru pickup vs. live drive-thru ordering
New prototype drive-thrus vs. legacy drive-thrus
Mobile order pickup (window/locker) vs. in-store pickup
Key Findings
Overall, innovative experiences outperformed legacy stores in 7 out of 10 brands.
Increased customer satisfaction was seen in 3 out of 4 innovation experiences.
Technology-driven innovations improved speed, particularly for digital orders.
Order accuracy was better in 3 out of 4 innovation experiences.
Bottom Line
The quick-service restaurant industry is rapidly evolving to meet changing consumer demands. Investment in innovative designs that prioritize technology, convenience, and speed are likely to be key for brands looking to stay competitive and improve the customer experience.
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