In collaboration with QSR Journal, Intouch Perception has launched its annual Rising Experiences 2025 research. The research reveals how cutting-edge applied sciences like AI voice ordering, cellular pickup, and kiosks are redefining the shopper expertise in main quick-service restaurant (QSR) manufacturers.
Rising Applied sciences Reworking QSR Experiences
The latest research by Intouch Perception, performed in partnership with QSR Journal, presents an insightful look into how main QSR manufacturers are using revolutionary applied sciences to revamp the shopper expertise. With digital channels anticipated to characterize as much as 70% of complete QSR gross sales by the tip of this 12 months, the necessity for technological development is clear.
The research targeted on the expertise applied at 9 main QSRs, together with Wendy’s Contemporary AI, Taco Bell, Bojangles, Chipotle, Dutch Bros, Wing Cease, McDonald’s, Shake Shack, and Panera. It evaluated the impression of Voice AI drive-thru ordering, cellular order pickup, and self-service kiosks on buyer expertise, evaluating new experiences with conventional service benchmarks.
Key Findings from the Research
The research revealed that Voice AI drive-thrus ship sooner service, outperforming conventional drive-thru benchmarks by a mean of 12 seconds and scoring increased on friendliness (83% vs. 79% with workers). Nonetheless, 22% of AI-led orders nonetheless required worker help, pinpointing areas for additional enchancment.
Cell ordering improved effectivity, with prospects spending a mean of three.5 minutes much less within the restaurant. But, solely 57% of cellular pickup prospects noticed an upsell supply, indicating a possible hole in app consumer expertise the place upsells might be higher integrated.
Though 98% of visitors discovered kiosk ordering straightforward to customise, friendliness rankings dropped from 78% with conventional counter service to 66% when the order was positioned at a kiosk. This drop underscores the significance of sustaining a stability between expertise and hospitality.
The Function of Know-how in Redefining Visitor Experiences
Sarah Beckett, VP of Gross sales and Advertising and marketing at Intouch Perception, talked about that QSRs usually are not merely adopting expertise however are leveraging it to redefine buyer experiences. The research signifies that profitable manufacturers mix effectivity with real human connection at each touchpoint.
The great Rising Experiences 2025 research presents invaluable insights for restaurant operators trying to optimize new applied sciences whereas sustaining buyer loyalty and satisfaction. The total report might be discovered on the Intouch Perception web site.
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