Press Launch
June 18, 2025
New HungerRush Knowledge Uncovers Diners’ Expectations from QSRs—Velocity, Accuracy, and Personalization to Drive Loyalty
93% of U.S. customers nonetheless go to quick informal eating places month-to-month, however say lengthy waits, order errors, and generic presents drive them away—tech-powered experiences are successful them again
HOUSTON–HungerRush, the main cloud software program supplier for the restaurant business, in the present day launched new insights from a shopper survey revealing how inflation, evolving shopper expectations, and know-how preferences are reshaping the eating expertise at quick-service and fast-casual eating places (QSRs).
The information exhibits that whereas financial stress is pushing diners to hunt extra inexpensive choices, shopper expectations for digital comfort, accuracy, and personalised market engagement have by no means been increased. Manufacturers that embrace know-how to satisfy these wants are positioned to construct loyalty and develop market share, even in a cost-conscious surroundings.
“This new knowledge confirms what our restaurant companions are experiencing every single day,” mentioned Invoice Mitchell, CEO at HungerRush. “Shoppers are nonetheless eating out, however they’re extra selective. Operators who use know-how to cut back friction, personalize presents, and improve pace of service will win each loyalty and repeat enterprise.”
Key findings: Eating frequency stays excessive—however so do expectations
- 93% of customers go to a QSR or fast-casual restaurant at the very least as soon as monthly, with 36% doing so 1–3 instances and one other 32% visiting 4–6 instances a month.
- Regardless of excessive frequency, 40% of diners report consuming out much less typically attributable to inflation, whereas 16% say they’re selecting QSRs extra steadily to economize.
- When requested what drives them to decide on QSRs, respondents cited:
- Value (67%)
- Comfort and placement (51%)
- Velocity of service (48%)
The survey additionally discovered that diners anticipate extra related communications from eating places. 57% of respondents mentioned they like personalised reductions primarily based on order historical past, whereas simply 34% desire generic presents, and 40% need extra use of tech for rewards and loyalty packages.
Tech as a differentiator: What drives visitor satisfaction
Whereas worth stays crucial, the survey exhibits that know-how performs a significant function in influencing the place diners select to eat and whether or not they return. The information discovered that 57% say cell ordering apps have improved their eating expertise. Further findings embody:
- 40% of customers say know-how has improved their expertise via contactless cost choices
- 69% of diners say real-time order updates are vital, with 35% calling them crucial
- 51% would use extra know-how if it supplied quicker service
- 40% would accomplish that for rewards or loyalty perks
Balancing human interplay and digital comfort
Regardless of rising their frequency at QSRs, diners reported frustrations as nicely. The highest ache factors for diners embody lengthy wait instances (42%), adopted by incorrect or lacking gadgets, and poor customer support. These frustrations might be felt attributable to disconnected methods or ongoing labor and staffing challenges, which might be diminished or eased by know-how integrations.
Whereas diners worth tech enhancements, the highest ordering methodology was nonetheless in-store with human workers (38%), adopted by drive-thru (26%). This underscores the significance of mixing high-touch service with operational effectivity, and never incorporating know-how for the sake of getting it; it must give attention to enhancing the client expertise.
“Comfort with out compromise is the brand new normal,” Mitchell added. “By equipping workers with the suitable instruments and automating behind-the-scenes processes, eating places can meet demand with out sacrificing expertise.”
To be taught extra about HungerRush, please go to the web site.
Survey Methodology
The survey was commissioned by HungerRush and performed by Dynata, the world’s largest first-party knowledge firm. The survey was performed in April 2025 amongst 1,000 U.S. customers 18 years and older to know the client expertise, micro and macro tendencies, shopper behaviors, and know-how wants throughout the restaurant business.
About HungerRush
HungerRush is a number one supplier of built-in restaurant options that make it simpler to please visitors, drive loyalty, and handle eating places from anyplace. HungerRush 360, our flagship all-in-one cloud POS system, integrates digital ordering, supply, buyer engagement, restaurant administration, and cost processing options with versatile software program designed to provide operators of all sizes extra perception into their clients, extra management over their operations, and extra energy to profitably develop their enterprise. For extra info, go to HungerRush.com.
