March 28, 2023 JACKSONVILLE, Fla.–(BUSINESS WIRE)–The recent 2023 Connected Restaurant Experience Study by Incisiv, conducted in collaboration with Verizon Business and Cisco, shows that customers’ rapid adoption of digital technologies is increasing the complexity of managing restaurant operations.
The COVID-19 pandemic significantly accelerated the adoption of digital ordering, and the change in customer behavior persists. Customers value the convenience and control digital ordering gives them. According to the study, 83% of customers plan to use mobile order-ahead when dining at a quick-service restaurant in 2023.
72% of restaurant operators believe it is becoming harder to meet customer expectations because of the increase in digital ordering. Only 52% of quick-service restaurants and 41% of full-service restaurants are satisfied with their restaurant’s digital experience. Brands recognize that they need to increase their technology investment to support the new normal.
Improving restaurant efficiency will be the primary driver of technology investments in 2023 and beyond. The top three areas where operators will invest are:
- Supporting the fulfillment of digital orders
- Improving kitchen operational efficiency
- Improving checkout speed
“Restaurants need to prioritize digital execution to remain competitive,” said Gaurav Pant, Chief Insights Officer of Incisiv. “Customers value the convenience and control provided by digital ordering, and the industry needs to invest in technologies to improve the end-to-end digital experience.”
The move towards efficiency will also accelerate the adoption of automation. Automation of routine tasks is also imminent in the restaurant industry as quick-service restaurants expect 51% of tasks will be automated by 2025 and full-service restaurants expect to automate 27% of tasks.
“As restaurants continue to expand their automation efforts, they need faster and more reliable connectivity, which can be achieved through the use of 5G, LTE, and fixed wireless access (FWA),” said Scott Lawrence, Senior Vice President Global Solutions, Verizon Business. “These types of networks are beneficial for restaurants as they eliminate the need for cables and manage their peak traffic more efficiently.”
Incisiv is a next-generation industry insights firm that helps retailers and brands navigate digital disruption in their industry. Incisiv offers consumer industry executives responsible for digital transformation a trusted platform to share and learn in a non-competitive setting, and the tools necessary to improve digital maturity, impact and profitability. Learn more at www.incisiv.com.
Verizon Communications Inc. (NYSE, Nasdaq: VZ) was formed on June 30, 2000 and is one of the world’s leading providers of technology and communications services. Headquartered in New York City and with a presence around the world, Verizon generated revenues of $136.8 billion in 2022. The company offers data, video and voice services and solutions on its award-winning networks and platforms, delivering on customers’ demand for mobility, reliable network connectivity, security and control.
Catherine Seeds (for Incisiv)