2025

Voice of the Consumer Survey 2024

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PwC's 2024 Voice of the Consumer Survey reveals a growing consumer trust gap in brands amidst escalating financial, ecological, and technological disruptions. Companies must focus on six key imperatives to build trust: connect with eco-conscious consumers, reflect wellness desires in products, balance social media engagement with credibility concerns, safeguard personal data, meet value expectations amidst inflation, and responsibly incorporate AI. The survey, involving over 20,000 consumers globally, highlights increased environmental awareness, the need for transparency in food and product choices, and the rising expectation for brands to act responsibly for both society and the environment. Trust is increasingly viewed as essential for growth and market share in an expanding consumer class.

https://www.pwc.com/gx/en/issues/c-suite-insights/voice-of-the-consumer-survey.html

Why Regional Leadership Is Key to QSR Growth

QSR leaders are shifting to regional matrix models for improved efficiency and innovation, consolidating operations to make quicker decisions and enhance collaboration amid industry challenges like labor shortages and inflation. This approach allows for rapid initiative rollout, stronger supplier relationships, and better data-driven decision-making. It necessitates new leadership skills focused on cross-cultural management, talent diversity, digital transformation, and balancing efficiency with local market needs. Overall, regional models are becoming crucial for operational excellence and innovation in the evolving QSR landscape.

https://www.qsrweb.com/blogs/why-regional-leadership-is-key-to-qsr-growth/

Square Debuts Restaurant Kiosk For Self-Serve Ordering

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Square has launched the Square Kiosk, a self-service ordering tool for fast food restaurants, integrating software, hardware, and payment solutions. This kiosk allows diners to customize orders directly sent to kitchens, reducing wait times and improving order accuracy, while helping restaurants manage rising labor costs. Research indicates strong consumer preference for self-service in quick-service settings compared to full-service restaurants.

https://www.pymnts.com/restaurant-innovation/2024/square-debuts-restaurant-kiosk-for-self-serve-ordering

Fiserv Debuts Restaurant Kiosks as Self-Service Gains Ground

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Fiserv launched a new self-service restaurant solution, the Clover Kiosk, aimed at improving order management and reducing costs amidst rising self-service trends in the food industry. The initiative supports restaurant operators in adapting to efficiency challenges while enhancing customer experiences. With increasing labor shortages and costs, self-service solutions are becoming essential, although some customers still prefer human interaction over technology in dining settings.

https://www.pymnts.com/restaurant-technology/2024/fiserv-debuts-restaurant-kiosks-as-self-service-gains-ground

People, Not Equipment Will Key Starbucks’ Comeback

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Starbucks plans to focus on improving staffing and customer experience rather than relying on new equipment, as previous investments in technology didn't yield desired results. CEO Brian Niccol emphasizes connecting with customers and addressing long wait times. Efforts include a “green apron service model” and enhanced staffing for peak hours, resulting in faster service and lower employee turnover. Starbucks is also working on menu innovations, marketing strategies, and restoring its community coffeehouse atmosphere. Overall, strategies aim to strengthen customer relations and drive sales as the chain navigates a competitive environment.

https://www.qsrmagazine.com/story/people-not-equipment-will-key-starbucks-comeback/

What Restaurant Customers Now Want From the Drive-Thru Experience

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Drive-thru preferences have evolved post-COVID, with 81% of customers wanting discounts for less busy times. Off-premises dining is now vital, with 75% of orders taken to go. Younger generations value takeout, while speed (94%) and customer service (over 90%) are crucial. Customers seek improved food quality, reduced wait times, better order accuracy, and enhanced food packaging. Discounts, combo meals, and loyalty programs drive preferences, with AI ordering interest growing among Gen Z and millennials.

https://www.qsrmagazine.com/story/what-restaurant-customers-now-want-from-the-drive-thru-experience/

How Innovative Tech Tools Are Solving the Restaurant Industry’s Toughest Problems

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Tech tools in the restaurant industry tackle five main challenges: driving traffic, increasing check size, improving training, managing costs, and enhancing operational efficiency. In 2024, 73% of operators boosted tech investments to address these issues amid rising costs and changing consumer behavior. Solutions include AI-driven personalized marketing, self-serve kiosks for upselling, mobile training platforms for staff engagement, real-time inventory management tools, and automated tech support services. Embracing these innovations helps create stronger, resilient businesses by enhancing guest experiences and profitability.

https://www.qsrmagazine.com/story/how-innovative-tech-tools-are-solving-the-restaurant-industrys-toughest-problems/

Quick Service Restaurants Market Size & Share

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Global Quick Service Restaurants (QSR) market projected to grow from $336.1B in 2023 to $632.4B by 2032, at a 7.1% CAGR. Driven by changing consumer lifestyles, urbanization, and demand for convenience. Key trends include digitalization, AI integration for efficiency, and sustainability focus. Dine-in remains the largest segment, while delivery is the fastest-growing. Major markets include North America, Europe, and Asia-Pacific, with competitive strategies emphasizing plant-based menu options and tech innovations. Challenges include labor shortages and regulatory hurdles.

https://www.skyquestt.com/report/quick-service-restaurants-market

Value for QSR Customers Means More Than Just Price

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QSRs must go beyond price to engage customers effectively. In 2025, preferences shift towards personalized and rewarding experiences as dining becomes more competitive. Relying on discounts attracted customers but failed to foster loyalty. Future strategies should include enhancing in-person experiences, introducing seasonal and unique menu items, and creating promotions tied to community events. Integrating physical and digital interactions will strengthen customer relationships and drive repeat visits, ensuring QSRs remain relevant and appealing.

https://www.qsrmagazine.com/story/value-for-qsr-customers-means-more-than-just-price/

McDonald’s: How Green Can Fast Food Supply Chains Really Be?

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McDonald's is intensifying sustainability efforts amidst challenges posed by its vast supply chains. Despite achieving milestones, like sourcing 100% cage-free eggs in the US, critics highlight that such measures don't guarantee cruelty-free practices. McDonald's is exploring ethical sourcing, packaging sustainability, and innovative designs, like circular restaurant concepts in France. However, ongoing expansion raises questions about the company's true sustainability. Community initiatives and reducing plastic use are steps forward, but the relentless demand for fast food complicates achieving comprehensive sustainability.

https://supplychaindigital.com/sustainability/can-mcdonalds-ever-be-truly-sustainable

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