Our campaigns achieved a remarkable 24X ROAS for a client in 2023
Our campaigns achieved a remarkable 24X ROAS for a client in 2023
Jul 2024
5 mins
In the fast-paced world of quick service restaurants (QSRs), innovation is key to staying ahead of the competition. Today, QSRs are embracing digital solutions to create seamless customer journeys. These strategies, driven by the need to adapt post-COVID-19, have become more nuanced and powerful. Let's dive into how QSRs are leveraging these innovations to enhance customer experiences and drive growth.
High delivery costs are a major concern for both QSRs and their customers. As delivery fees increase, consumers are becoming more cautious about the added expenses. To combat this, many QSRs are developing their own digital channels to reduce costs and enhance direct customer engagement. By promoting their own platforms as a cost-saving alternative to third-party apps and websites, QSRs can attract more direct orders and boost their profitability.
Key Insight:
61% of consumers have abandoned a delivery order due to high costs.
There’s a growing preference for restaurant-specific apps over third-party services for pickups. This shift is driven by the enhanced customer experience that comes with using a QSR's own digital platform. Restaurant-specific apps allow for better control over the ordering process, leading to higher customer satisfaction and retention.
Key Insight:
72% of users who utilized restaurant-specific websites/apps did so for in-store pickup, while 57% opted for curbside pickup.
Ensuring a uniform experience across online and offline touchpoints is crucial. Customers expect a seamless journey whether they are ordering through an app, website, or in-person. Inconsistent experiences can frustrate customers and drive them to competitors. QSRs must align their services to meet customer expectations and deliver a consistent, high-quality experience across all channels.
Top Frustrations:
89% of respondents said inconsistent experiences across locations of the same chain bothered them.
57% felt inconsistent experiences made them less likely to return.
Expect a continued rise in the use of restaurant-owned apps and websites, driven by the desire for seamless experiences, better deals, and loyalty rewards. As technology advances, QSRs will likely integrate more sophisticated personalization and predictive analytics, enabling them to tailor offerings more precisely to individual customer preferences.
Emerging Trends:
Integration of AI and Machine Learning: These technologies will enable more personalized experiences and predictive analytics.
Sustainable Practices: More QSRs will adopt eco-friendly practices and promote them through digital channels.
Voice-Activated Ordering: As voice assistants become more popular, QSRs will explore voice-activated ordering systems.
Customer Expectations:
47% want more exclusive offers and discounts.
34% desire better order tracking.
32% seek more customization options.
30% look for a faster checkout process.
To delve deeper into how QSRs can master digital and omni-channel strategies, check out our detailed guide on this topic here.
At 45/RPM, we understand that every business is unique. That's why we tailor our strategies to fit your specific needs and goals. Connect with us to discover how we can help drive your QSR's success to new heights.
