customer experience

How Technology Can Help QSRs Overcome Cost and Experience Challenges

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Technology has become a crucial driver for quick-service restaurants (QSRs), helping them address cost challenges related to food and labor while enhancing customer experience through faster, accurate, and friendly service. Integrating purpose-built technology such as connected POS systems, AI-enabled devices, and back-office software enables QSRs to streamline operations and make data-driven decisions, with managed services further supporting ongoing maintenance and maximizing return on investment.

https://www.qsrmagazine.com/story/how-technology-can-help-qsrs-overcome-cost-and-experience-challenges/

Report: Loyalty Is QSR’s Primary Growth Engine

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Par Technology's 2026 QSR Operational Index Report reveals that customer loyalty is now the primary growth driver for quick-service restaurants (QSR), with loyalty transactions growing 28.5% year-over-year and loyalty members spending more per visit than anonymous guests. The report highlights that digital channels, especially drive-thru and delivery, are reshaping sales patterns, while dinner and late-night periods generate the highest revenues, emphasizing the importance of integrating loyalty programs with operational efficiency and channel strategies to boost revenue amid rising costs.

https://www.franchising.com/articles/20260511_report_loyalty_is_qsrs_primary_growth_engine.html

Are Restaurant Customers Starting to Feel Digital Fatigue?

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The 14th edition of William Blair’s restaurant tracker reveals that consumer engagement with restaurants has declined, with fewer people dining out frequently and an increased preference for face-to-face interaction over digital ordering methods. Despite lower visit frequencies, average spending has risen, particularly among lower-income groups, while convenience and cost remain key factors influencing restaurant choice; the findings also suggest potential early signs of digital fatigue, with some consumers favoring traditional ordering over apps and kiosks.

https://www.qsrmagazine.com/story/are-restaurant-customers-starting-to-feel-digital-fatigue/

Nearly Half of Consumers Say Their Favorite Restaurant Chain Has Changed in The Last Year, According to New Report

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Tillster’s 2026 Phygital Index Report reveals that 45% of U.S. consumers say their favorite restaurant chain has changed in the past year, signaling a sharp decline in diner loyalty. The report highlights that diners are prioritizing food quality, convenience, and speed over price, leading to a shift away from traditional fast-food and fast-casual chains toward convenience and grocery stores, and emphasizing the need for restaurants to focus on seamless, personalized experiences rather than discounting to retain customers.

https://www.streetinsider.com/Globe+Newswire/Nearly+Half+of+Consumers+Say+Their+Favorite+Restaurant+Chain+Has+Changed+in+The+Last+Year%2C+According+to+New+Report/26332963.html

Where Do You See the Future of the Restaurant Industry? Any Emerging Trends You’re Excited About?

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The restaurant industry has undergone significant changes in recent years, especially in response to the pandemic, with a notable shift toward off-premise dining, carryout, and third-party delivery services. Multi-unit franchisees highlight the growing role of technology, including AI and predictive analytics, to improve operations, customer experience, and labor management, while emerging trends focus on convenience, diverse global flavors, and new dining formats blending quick service with fine dining.

https://www.franchising.com/articles/20260420_where_do_you_see_the_future_of_the_restaurant_industry_any_emerging_tre.html

How Real-Time Line Visibility Could Reshape Restaurant Demand

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A new platform called Damn Lines streams real-time video of queues outside popular Manhattan restaurants, providing customers advance visibility of wait times along with historical data and notifications. This emerging technology shifts how restaurant demand is understood and managed by making waiting lines a visible, measurable data point that influences customer behavior before they even arrive, posing new challenges and opportunities for operators in controlling demand and shaping visit patterns.

https://restauranttechnologynews.com/2026/04/how-real-time-line-visibility-could-reshape-restaurant-demand/

An Intouch Insight Study on the In-Person QSR Guest Experience

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The 2026 QSR On-Premises Study by Intouch Insight evaluates ten leading quick-service restaurant brands, revealing gaps in human connection such as inconsistent greetings and parting remarks, with 27.9% of guests not greeted and 27.4% receiving no closing remark. The study highlights suggestive selling as the largest missed revenue opportunity, averaging just 60.6% execution, and identifies dinner as the slowest daypart, with service times averaging over four minutes, impacting overall customer satisfaction.

https://www.intouchinsight.com/resources/studies/on-premises-qsr-study/

Robots Are Waiting Tables at an Italian Restaurant in Howard County

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ViVa Ristorante in Elkridge, Howard County, employs autonomous robot waiters to deliver food and drinks, providing a futuristic dining experience that aims to address restaurant labor shortages and changing customer habits. Customers order via QR codes and robots handle deliveries while human staff assist with drinks, bussing, and other needs; despite some initial skepticism and minor service hiccups, the robots offer both efficiency and entertainment at the eatery.

https://www.thebanner.com/culture/food-drink/robot-waiters-dining-viva-ristorante-2GANMDEFT5D5DEBLTEYGAPYY7U/

The Hidden Cost of QSR Technology Failures

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Quick-service restaurants (QSRs) invest heavily in technology like drive-thru systems, kiosks, and mobile apps to deliver fast, consistent customer experiences; however, frequent tech failures—such as payment terminal malfunctions and offline POS systems—cause delays, revenue loss, and increased employee workload. Surveys show that technology issues are common and negatively impact customer loyalty, prompting leading QSRs to adopt integrated remote monitoring and management software to reduce downtime and improve operational efficiency.

https://www.qsrmagazine.com/operations/outside-insights/the-hidden-cost-of-qsr-technology-failures/

Capgemini and McDonald’s Extend Partnership to Advance AI-Driven Restaurant Technology

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Capgemini has extended its strategic partnership with McDonald’s for five years to support the ongoing modernization of restaurant operations and digital customer experiences worldwide. The collaboration focuses on advancing McDonald’s digital transformation through AI, cloud-based technologies, and enhanced consumer platforms, aligning with McDonald’s goal to expand loyalty programs and generate significant sales growth by 2027.

https://www.foodbeverage-outlook.com/food-beverage-insights/capgemini-and-mcdonalds-extend-partnership-to-advance-ai-driven-restaurant-technology

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