Customer experience is the deciding factor in QSR loyalty, with speed, convenience and seamless technology all shaping how customers perceive your brand.
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.
40%
Global Payments surveyed 1,000 customers to find out what’s on their menu for restaurant experience and what may be driving them away.
What really matters to your customers?
Fast food calls for fast checkout
83%
of customers are getting their food to go, but patience is thin
92%
will leave if the drive-thru line is too long
leave after seeing just 1-2 cars
3%
won’t wait past
3-4 cars
17%
bail at
5-6 cars
34%
Here’s the dish:
Prioritizing speed and quality in food prep and payment tech is more important than ever.
Loyalty rewards
The drive-thru isn’t the only thing moving fast.
Here’s the tech customers are hungry for today.
Serving up options
(42%)
Mobile payment/
tap to pay
(39%)
Mobile ordering for pickup
(42%)
are more likely to stay in a long line if they’ve had a good past experience at your location
86%
of consumers use restaurant apps in some way
78%
Mobile ordering apps
69%
Mobile payment/tap to pay
66%
62%
Self-serve kiosks
Faster ordering
experience
52%
The payoff they’re looking for
Shorter lines
45%
More convenient payment options
40%
Here’s the dish:
Tech adoption is highest when the benefit is immediate. Think speed, convenience and control.
Hold the automation...
sometimes
say human interaction feels more personal
43%
don’t want to download another app
32%
27%
worry about payment security
still prefer interacting
with a real person
54%
What’s their secret sauce?
Here’s the dish:
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.
Payments are where the rubber meets the road
Learn more