INDUSTRY FEEDBACK

Strategic use of technology gives venues a competitive edge in operations and with customers.

Operators are investing in tech and always need to adapt 
With 78% of operators considering off-premises programs a strategic priority, brands are investing big in technology, but are struggling to keep up with changing consumer expectations.

• 74% of companies are investing in off-premises programs but none of the top 5 investments include customer-facing technology.
• 43% of delivery users place orders via apps while only 18% of operators offer mobile ordering via their own app.
• 66% of operators offer delivery through a third-party service and 55% offer delivery through internal staff.

Off-Premises orders now make up the majority of sales
Approximately 60% of occasions are now off-premises across all forms, including drive-thru, takeout, and delivery. Customers are most receptive to consumer-facing technologies such as drive-thru enhancements, order accuracy tracking, and frictionless mobile ordering.

• 92% of consumers use drive-thru at least once a month.
• 34% of consumers utilize delivery more often than a year ago.
• 79% of consumers use restaurant delivery (53% use third-party) at least once a month.
• 35% agree that it is easier to customize their order on a venue’s own site or app
• 35% say that ordering on a thirdparty site/app is faster than the alternatives
• 33% say that many of the restaurants they order from do not have their own ordering sites

New technology is critical to grow off-premises sales
Consumer receptiveness to enhanced technology extends both inside and outside the operation, and technology is becoming more commonplace.

• 22% of consumers used kiosk ordering last year and 11% used voice assistant ordering.
• If available, 69% of consumers would use vehicles with built-in heating trays to keep food warm and 41% would use autonomous delivery.

Percent of operators who offer the following technology say it has a large positive impact on their business

• 50% Location intelligence tech to target new customers based on their position
• 45% Geofencing tech to notify the venue when an app user is nearby or in a store to create a more seamless customer experience
• 44% Voice ordering through a virtual assistant

Source: National Restaurant Association, Technomic