Tailoring Tech to Customers: Key Findings from the Restaurant Technology Study

Report on the Restaurant Technology Landscape in 2024

A recent study reveals that consumer attitudes towards restaurant technology vary widely depending on demographic and service segment. The report highlights the importance of operators tailoring their tech investments to the customer base they serve. While 76% of operators believe that using technology gives them a competitive edge, many feel their restaurants could do more to keep up with technological advancements.

According to the report, customers’ favorite tech options are those that make it easier and faster to order and pay. For example, 7 in 10 adults look for deals when ordering takeout or delivery or dining in a restaurant. A majority of full-service customers say they would be likely to place an order or pay the check using a tablet at the table, while 7 in 10 limited-service customers say they would be likely to place an order using a smartphone app. Additionally, 8 in 10 delivery customers say they would order delivery using a smartphone app.

Operators have important opportunities to enhance the customer experience, amplify marketing, and operate more efficiently through technology. However, many operators consider the technology in their businesses to be mainstream rather than leading edge. To stay competitive, it is important for operators to identify which technologies customers in each segment would like to have, really want, and must have. By doing so, they can plan to invest in technology that meets their customers’ needs while maintaining high-touch hospitality.

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