QSR May 2023

SPECIAL REPORT

>ORDER AHEAD EXPERIENCE

when the shopper reported it was easy to find the menu items they were looking for

54 % HIGHER

Satisfaction with the ordering experience is:

8 % HIGHER }

when using the mobile app instead of the website

61 % HIGHER

9 %

when the shopper reported it was easy to add items to their cart

HIGHER

45 % HIGHER

when the shopper reported it was easy to modify their order

when clear instructions were provided on how to pick up your meal instore

In the 12 months ending July 2022, Gen Zers made 5 billion res taurant visits, according to NPD data. About 4.3 billion of those owed to quick-service restaurants and 736 million to full service. Overall quick-service traffic was flat com pared to the prior year, but Gen Z

ing a report on the state of guest experience. This report dives into fast casual and how these operators are adapting operations to capitalize on the explosive growth of dig ital. Spun differently, to understand how consumer-driven changes have redefined the category’s focus, from layout changes to loyalty to wayfinding.

fast-casual visits rose 4 percent. “Now is the time to reach these young adults as they enter their peak restaurant usage stage,” David Portalatin, NPD food industry adviser and author of “Eating Patterns in America,” said. Regardless of where the category is headed, or even what it might look like when it gets there, there’s zero debate the bar has lifted. If COVID bifurcated the landscape on some level, what guests are giving brands credit for—and where the biggest pain points still lie—have become key performance indicators for an evolving world of fast casual. Along with Intouch Insight, QSR , for the first time, is shar

“Over the past few years, brands have seen explosive growth in their online orders through their website or mobile app, which has precipitated changes in everything from physical designs and layouts to the technology in use to facilitate the ordering process,” says Sarah Beckett, director of marketing at Intouch Insight. “With this new study, we want to set a benchmark that brands can use to measure their own performance and under stand how the differences in operational execution impact key performance indicators, like speed and accuracy. The report looked at some overarching themes as well as brand-by-brand breakdowns. Eighty mystery shops were per

APP PICK UP SIGN: ADOBE STOCK / ALEXANDER, ORDERING THROUGH MOBILE APPLICATION: ADOBE STOCK / SERGE TOUCH, ORDERING FOOD THROUGH THE MOBILE APPLICATION: ADOBE STOCK / SERGE TOUCH, MAGNIFYING GLASS: ADOBE STOCK / CHONES, ORDER FOOD ONLINE : ADOBE STOCK / AMIN268, USING PHONE: ADOBE STOCK / GORODENKOFF

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MAY 2023 | QSR | www.qsrmagazine.com