Personalization Is an Expectation

5 Min Read By MRM Staff

There's an opportunity for restaurant operators to uplevel personalization in the ordering process, according to according to Tillster’s 2024 Phygital Index Report.

More than half (58 percent) of diners are likely to recommend a QSR based on a positive personalized ordering experience, while 33 percent have even decided not to order from a QSR because the ordering experience was not personalized to their preferences — up from 21 percent who said so in 2023. 

The second annual survey of more than 1,000 U.S.-based quick-service and fast-casual diners uncovers what consumers are seeking from their dining experiences when it comes to digital ordering, self-service kiosks, delivery, pickup, coupons, loyalty programs, and more.

Diners continue to set a high bar for expectations when it comes to consistency across the digital and physical experience. Eighty-nine percent say inconsistent experiences across locations of the same QSR chain bothers them, and these…