What if your restaurant’s next repeat order depended as much on how quickly a missing item gets fixed or an order gets tracked as on the food itself, because in the food industry customer experience is proving to be the make or break factor, with 86% of consumers likely to keep buying from companies that deliver great service and 60% saying they have already switched brands in the past year due to poor service.
Key Takeaways
- 86% of consumers say they are likely to keep buying from a company that provides great customer service.
- 60% of consumers say they have changed brands in the past year due to poor service.
- 73% of people point to customer experience as an important factor in purchasing decisions.
- 68% of consumers will stop buying from a brand after having a bad experience.
- 61% of consumers say they are more likely to remain loyal when they receive great service recovery.
- 33% of customers will stop doing business with a company after more than one unresolved complaint.
- 63% of consumers expect restaurant delivery to arrive within 30 minutes.
- 78% of consumers say speed of delivery is a key factor when ordering food online.
- 42% of consumers say delivery updates increase their satisfaction.
- 90% of consumers consider freshness and quality when choosing restaurants.
- 93% of consumers say food safety is important when deciding where to eat.
- 47% of consumers say they would be more likely to return if the restaurant emphasized quality and freshness.
- 34% of consumers say they used online reviews to decide where to eat in the last month.
- 79% of consumers trust online reviews as much as personal recommendations.
- 95% of diners read online reviews before visiting a restaurant.
In food, great service and fast delivery build loyalty, trust, and profit.
Customer Loyalty & Retention
186% of consumers say they are likely to keep buying from a company that provides great customer service.[1]
Verified260% of consumers say they have changed brands in the past year due to poor service.[1]
Verified373% of people point to customer experience as an important factor in purchasing decisions.[2]
Verified486% of buyers are willing to pay more for a great customer experience.[3]
Directional55% increase in customer retention can increase profits by 25% to 95%.[4]
Single source670% of buying experiences are based on how the customer feels they’re being treated.[5]
Verified742% of consumers would switch brands after one poor experience.[6]
Verified832% of consumers say they will stop using a brand after just one bad experience.[7]
Verified991% of customers are more likely to shop with brands that provide relevant offers and recommendations.[8]
Directional1033% of customers say they will use a brand again if it resolves an issue quickly.[9]
Single source1164% of customers are more likely to repurchase from a brand that uses customer feedback.[10]
Verified1275% of customers expect consistent experiences across departments/teams.[8]
Verified1351% of consumers have higher expectations after experiencing a great customer experience.[11]
Verified1488% of companies say customer experience is important, but only 36% deliver an exceptional experience.[12]
Directional1563% of customers will share positive experiences with others if their issue is resolved.[13]
Single source1633% of consumers say they will reward companies with purchases after positive customer service experiences.[1]
Verified1752% of customers want to be able to get service 24/7.[14]
Verified1849% of customers expect a consistent experience across channels.[15]
Verified1972% of customers say they would be willing to pay more for a better customer experience.[16]
Directional2078% of consumers say that poor service makes them less likely to buy again.[17]
Single source2168% of consumers will switch to another company if they can’t solve their problem quickly.[18]
Verified2244% of customers say they will not return after a poor service experience.[19]
Verified2355% of customers will buy from a new company if they have a better experience.[18]
Verified2437% of customers say they will stop using a brand after a bad experience, but will return if the company fixes it.[20]
Directional2580% of customers say the experience a company provides is as important as its products/services.[21]
Single source2648% of consumers say they want personalized offers from restaurants/brands.[22]
Verified2765% of consumers consider customer experience when deciding on brands they’ll trust.[7]
Verified2860% of customers say they are more likely to buy if the company provides good customer support.[23]
Verified2942% of customers expect the company to understand their needs.[8]
Directional3031% of consumers expect brands to know their purchase history.[24]
Single source3170% of customers say they prefer to interact with companies through digital channels.[25]
Verified321 in 3 Americans do not believe they will be compensated for poor service (service recovery belief).[26]
Verified3383% of consumers say being treated like a person, not a number, is important.[27]
Verified3460% of customers expect consistent experiences across all channels.[28]
Directional3530% of customers cite speed as a major reason they return (QSR/delivery context).[29]
Single source3620% of customers say they are likely to switch after one poor experience in restaurants.[30]
Verified3751% of customers say they expect personalization.[8]
Verified3844% of customers say they’ll share reviews based on service quality.[31]
Verified3954% of customers say they will abandon a brand if it doesn’t meet expectations.[7]
Directional4062% of customers say loyalty improves when service is consistent.[32]
Single source4172% of customers say they prefer companies that keep them updated.[6]
VerifiedCustomer Loyalty & Retention Interpretation
In food, where everyone says “the taste matters,” customers quietly vote with their wallets, switching after one bad experience, rewarding quick fixes, demanding consistent and personalized treatment across every channel, and proving that exceptional service is worth real money even when most companies claim it is a priority.
Service Quality & Issue Resolution
168% of consumers will stop buying from a brand after having a bad experience.[7]
Verified261% of consumers say they are more likely to remain loyal when they receive great service recovery.[33]
Verified333% of customers will stop doing business with a company after more than one unresolved complaint.[18]
Verified470% of customers say they have spent more money to get good customer service.[3]
Directional595% of customers say they are more likely to purchase after a problem is resolved.[9]
Single source678% of customers say they would tell friends if service recovery exceeds expectations.[34]
Verified788% of consumers say they want a customer support team that resolves their issue quickly.[35]
Verified841% of customers expect a response within 10 minutes on social media.[36]
Verified953% of customers expect a response within 1 hour on email/chat.[36]
Directional1074% of consumers are frustrated when they have to repeat information.[18]
Single source1156% of consumers say that inconsistent customer experience reduces their trust.[12]
Verified1248% of consumers say they are not satisfied with the amount of time it takes to get help.[17]
Verified1380% of customers say the experience would be better if customer service had access to their information.[37]
Verified1463% of companies say their customer experience is hindered by inconsistent data between departments.[38]
Directional1555% of customers say they would consider switching brands due to slow response times.[18]
Single source1673% of customers are willing to forgive an honest mistake if it is handled well.[39]
Verified1783% of customers say they are more likely to keep their business with a company that keeps them informed.[40]
Verified1857% of customers expect proactive communication when there is an issue.[41]
Verified1948% of customers want refunds immediately when a product/service is delayed.[12]
Directional2034% of customers want a self-service option for common questions.[42]
Single source2166% of customers expect an omnichannel support experience.[43]
Verified2249% of customers say they will contact support again because the previous experience was positive.[9]
Verified2359% of customers say they expect companies to understand the context of their issue.[35]
Verified2470% of customers say they feel valued if service staff proactively solve problems.[44]
Directional2522% of consumers say customer service is the most important factor in restaurant experiences.[30]
Single source261 in 5 customers will share a complaint online.[45]
Verified2725% of customers expect to solve issues without speaking to a representative.[38]
Verified2845% of customers say they would return if the company resolves the issue quickly.[18]
Verified2954% of customers are willing to share feedback after a good support experience.[7]
DirectionalService Quality & Issue Resolution Interpretation
In the food industry, one bad bite can cost you customers for good, but great service recovery can turn problems into loyalty, faster resolution and seamless, omnichannel, context aware support are what people expect, and the moment you make them repeat themselves, wait too long, or leave them uninformed, they do not just walk away, they often tell everyone, while quick, proactive, honest fixes make even repeat customers come back and share their praise.
Delivery & Speed
163% of consumers expect restaurant delivery to arrive within 30 minutes.[46]
Verified278% of consumers say speed of delivery is a key factor when ordering food online.[47]
Verified342% of consumers say delivery updates increase their satisfaction.[48]
Verified460% of consumers expect the restaurant to provide real-time order tracking.[8]
Directional555% of consumers say they have cancelled an online order because of slow delivery estimates.[49]
Single source61-minute delay reduces conversions by 7% (eCommerce baseline; used for digital ordering experiences).[50]
Verified7100 milliseconds improvement can increase conversion by 1% (digital ordering performance).[51]
Verified853% of customers expect delivery updates on a mobile device.[52]
Verified974% of customers say they expect delivery services to provide accurate arrival times.[53]
Directional1066% of consumers expect delivery to be on time.[6]
Single source1158% of consumers say they are more likely to re-order if delivery is faster than expected.[18]
Verified1244% of consumers say late delivery is a reason they stop ordering.[7]
Verified1331% of consumers expect delivery in under 20 minutes for quick meals.[54]
Verified1456% of restaurant customers consider order accuracy and timeliness together.[54]
Directional1572% of consumers say they prefer faster service in drive-thru.[55]
Single source1630% of consumers say they will leave a restaurant if service is too slow.[30]
Verified1748% of diners say they prefer a shorter wait time.[56]
Verified182 in 3 customers are less likely to order if delivery takes longer than expected.[24]
Verified1946% of customers expect meals to be prepared quickly (within 10-15 minutes).[57]
Directional2035% of customers say they have received cold food due to delivery time.[58]
Single source2127% of customers say the food temperature affects their repeat ordering.[58]
Verified2225% of consumers expect faster pickup readiness times from restaurants.[29]
Verified2362% of customers expect on-time pickup for mobile orders.[48]
Verified2457% say they would pay extra for faster delivery.[59]
Directional2549% of consumers say they expect delivery within the app-indicated time window.[60]
Single source2641% of restaurant-goers say wait time is among the top factors in satisfaction.[61]
Verified271 in 3 consumers would not reorder if a meal arrives late.[7]
VerifiedDelivery & Speed Interpretation
In food delivery and online ordering, customers don’t just want accuracy, they want speed, real-time updates, and reliable arrival windows, because even tiny delays can cut conversions and drive people to cancel, stop ordering, or leave before dessert ever has a chance.
Food Quality, Safety & Taste
190% of consumers consider freshness and quality when choosing restaurants.[62]
Verified293% of consumers say food safety is important when deciding where to eat.[63]
Verified347% of consumers say they would be more likely to return if the restaurant emphasized quality and freshness.[48]
Verified479% of consumers say they have left a restaurant because food quality did not meet expectations.[30]
Directional578% of consumers say they’re concerned about food safety when ordering food.[64]
Single source639% of consumers have had a food item arrive incorrect or missing in delivery orders.[65]
Verified725% of customers report receiving cold food from delivery.[58]
Verified823% of customers report receiving the wrong items.[65]
Verified950% of consumers say presentation (appearance) affects their satisfaction.[54]
Directional1062% of diners say they would pay more for better-quality ingredients.[66]
Single source1181% of consumers say they trust restaurant brands more when they have clear allergen information.[67]
Verified1257% of consumers say allergen information availability affects where they eat.[67]
Verified1314% of food establishments violate at least one basic food safety rule in audits.[68]
Verified1448% of Americans worry about the risk of foodborne illness.[69]
Directional151 in 6 Americans get sick from contaminated food each year.[70]
Single source16128,000 Americans are hospitalized from foodborne illnesses each year.[70]
Verified173,000 Americans die from foodborne illnesses each year.[70]
Verified1848 million people get sick from foodborne illnesses annually in the US.[70]
Verified1930% of consumers say food safety issues would make them avoid a restaurant.[64]
Directional2063% of consumers say they’re more likely to buy from a restaurant with visible cleanliness ratings/signage.[71]
Single source2160% of diners say sanitation/cleanliness is important to choosing where to eat.[62]
Verified2255% of consumers say they check online reviews for food quality.[72]
Verified2374% of customers say good food quality drives repeat purchase.[3]
Verified2484% of diners say taste is a key driver of satisfaction.[30]
Directional2564% of consumers say they prefer food that looks fresh and appealing.[48]
Single source2646% of consumers say brand trust improves when nutritional information is transparent.[73]
Verified271 in 5 consumers says food intolerance/allergen risk affects ordering decisions.[64]
Verified2824% of consumers say they avoid foods with unclear ingredients/labels.[74]
Verified2979% of consumers say they are concerned about hormone/antibiotic use in meat and poultry.[75]
DirectionalFood Quality, Safety & Taste Interpretation
Consumers don’t just “choose a restaurant,” they gamble on freshness, safety, and transparency, rewarding places that look clean, serve tasty quality, and communicate clearly about allergens and ingredients while quietly punishing cold, incorrect, or subpar meals and the very real specter of foodborne illness.
Digital CX & Personalization
134% of consumers say they used online reviews to decide where to eat in the last month.[31]
Verified279% of consumers trust online reviews as much as personal recommendations.[31]
Verified395% of diners read online reviews before visiting a restaurant.[76]
Verified470% of consumers consider personalized recommendations from restaurants/brands.[8]
Directional549% of consumers say that notifications/updates influence whether they trust a brand.[52]
Single source656% of consumers expect brands to use data to personalize offers.[77]
Verified761% of consumers say they will take action if they receive a personalized offer.[8]
Verified840% of consumers say they want chatbots to help when they have questions.[78]
Verified967% of customers expect a consistent experience across channels (web, app, store).[8]
Directional1052% of customers say they have higher expectations for businesses after experiencing a great experience on mobile.[79]
Single source1180% of customers say the experience is as important as the product.[21]
Verified1263% of consumers would be willing to share data if it results in personalization.[80]
Verified1375% of consumers say they prefer companies to use location services to improve experiences.[81]
Verified1454% of consumers say they expect personalized experiences in real time.[38]
Directional1542% of customers expect to be able to pick up online orders in-store easily.[82]
Single source1633% of customers say they have abandoned an online order due to a poor website/mobile app experience.[83]
Verified171-second delay can cause a 7% reduction in conversions on mobile websites (web performance; applies to ordering flows).[84]
Verified1877% of internet users have used voice search in the past.[85]
Verified1945% of customers expect restaurant websites to show accurate wait times/order status.[54]
Directional2031% of consumers say they would rather order food online than call.[62]
Single source2126% of diners say they use mobile apps when ordering.[47]
Verified2235% of consumers say they trust app-based ordering more because it shows progress and details.[86]
Verified2371% of consumers expect to find product information online before purchasing.[87]
Verified2460% of consumers say they expect customer service information to be easy to find online.[88]
Directional2546% of customers say they contact support via chat instead of calling.[38]
Single source2664% of customers expect companies to use their communication preferences.[8]
Verified2753% of consumers say they expect self-service options online (FAQ, order status).[23]
Verified2880% of consumers are more likely to make a purchase when a brand offers personalized experiences.[77]
Verified2968% of customers expect to engage with brands on social media when they have questions.[36]
Directional3057% of consumers say that online ordering convenience affects their restaurant choice.[89]
Single source3148% of customers say loyalty programs tied to digital ordering increase repeat purchases.[90]
Verified3266% of customers expect loyalty rewards to be personalized.[91]
Verified3352% of consumers would use a loyalty app if it gave them personalized offers.[92]
Verified3474% of consumers want to be able to track orders in real time through apps/websites.[35]
Directional3539% of consumers say social media influences their restaurant choices.[80]
Single source3684% of customers say they need an omnichannel experience to feel satisfied.[79]
Verified3761% of consumers expect personalized offers when browsing online menus.[93]
VerifiedDigital CX & Personalization Interpretation
In food, the verdict is clear and a little spicy: diners increasingly choose with reviews, trust personalized and real time experiences, expect seamless omnichannel and mobile performance, and will reward brands that make ordering, support, loyalty, and even wait times feel effortless.
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