How stress leads to smaller order sizes
We surveyed 2,000 customers of quick service restaurants (QSRs) across the UK. The majority feel some level of stress before they even place their order — and it’s silently shrinking your average order size.
default to their usual order when they feel rushed. That means safe choices and smaller baskets.
62%
have walked away without ordering at all when the process felt rushed or unclear. Another 30% have seriously thought about it.
32%
are extremely or very aware of the people waiting behind them in a queue. That awareness alone affects what they order.
50%
What 2,000 UK consumers revealed about the ordering moment
Where QSR order anxiety is lowest
Online ordering is considered the least stressful, closely followed by mobile app ordering. Over 50% of UK customers say they never feel rushed when using these channels.
Nearly 50% of UK customers say they sometimes make ordering decisions based on suggested bundles, graphics or loyalty offers. Smart, simple nudges embedded in the ordering flow pay off.
What’s
influencing orders
66% of UK consumers find large menus extremely to moderately overwhelming when they're trying to order fast. Cognitive overload at the counter costs you big time.
Menu overload
45% of UK consumers say they'd customise their order more if ordering felt easier. The intent to spend more is already there. Friction is the only thing standing between you and that revenue.
The lost upcharge
The revenue gap
The order might have happened, but the upgrade didn't.
of UK consumers say they'd try new menu items if ordering was less difficult. Most operators are chasing new customers, but honestly? The potential revenue from existing ones is already waiting.
45%
Every transaction has a gap: what the customer ordered vs. what they almost ordered.
Quick service restaurant order anxiety is a revenue problem hiding in the ordering moment. Whether at the counter, a self service kiosk or an online ordering app, the appetite is there.
What would your customers order if they weren't stressed?
The question hiding in every transaction
Discover the top 5 data points in the full report
The #1 stressor in QSR ordering — and why it survives even the fastest checkout times
The most and least stressful ways to order (and the gap
between them)
The behaviours that shrink order size without
showing up in your abandonment metrics
The small experience changes that directly
grow revenue at the ordering moment
What UK consumers say they'd do if ordering
felt easier
Disclaimer: This report is provided for informational purposes only and reflects data collected from a survey of 2,000 U.S.-based consumers conducted in March 2026. While every effort has been made to ensure the accuracy and reliability of the information contained herein, Global Payments makes no representations or warranties as to the completeness or accuracy of the data or any conclusions drawn from it.
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