The 2026 mystery shopper report by Intouch Insight, featured in QSR Magazine, evaluates mobile ordering in quick-service restaurants across nine major brands, focusing on order accuracy, speed, service, and overall experience. Findings show mobile ordering apps generally perform well with high accuracy and customer satisfaction, but issues like technical glitches, unclear pickup instructions, and late orders still create friction, reducing satisfaction. Friendly staff interactions can mitigate some negative impacts, and dedicated pickup lanes improve speed and service at certain locations, highlighting ongoing opportunities for operational improvements in mobile ordering.
The State of Mobile Ordering in QSR: Which Brands Are Winning, and Where Opportunity Still Lies
