Customer Experience In The Food Industry Statistics 2026

Online ordering decisions often happen in under a minute. A 1-minute delay can reduce mobile conversions by 7%, while 86% of consumers say great customer service makes them likely to keep buying. One poor experience is enough to end the relationship for many shoppers, since 42% would switch brands and 32% would stop using a brand after a single bad run.

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.

Great customer service drives loyalty in food, with most consumers paying more and switching after bad experiences.

01 · Category

Customer Loyalty & Retention30 stats

86% of consumers say they are likely to keep buying from a company that provides great customer service.https://www.forbes.com/sites/forbesagencycouncil/2020/02/13/how-customer-service-drives-customer-loyalty/

60% of consumers say they have changed brands in the past year due to poor service.https://www.forbes.com/sites/forbesagencycouncil/2020/02/13/how-customer-service-drives-customer-loyalty/

73% of people point to customer experience as an important factor in purchasing decisions.https://hbr.org/2015/08/managing-the-customer-experience-its-a-fight-to-the-finish

86% of buyers are willing to pay more for a great customer experience.https://www.bain.com/insights/customer-experience-reduces-costs-increases-revenue/

5% increase in customer retention can increase profits by 25% to 95%.https://hbr.org/2001/07/the-loyalty-effect-the-business-case-for-relationship-marketing

70% of buying experiences are based on how the customer feels they’re being treated.https://www.forrester.com/blogs/how-customer-experience-drives-loyalty/

42% of consumers would switch brands after one poor experience.https://www.pwc.com/gx/en/industries/consumer-markets/customer-experience-survey.html

32% of consumers say they will stop using a brand after just one bad experience.https://www.qualtrics.com/experience-management/customer/customer-experience-statistics/

91% of customers are more likely to shop with brands that provide relevant offers and recommendations.https://www.salesforce.com/resources/research-reports/state-of-the-connected-customer/

33% of customers say they will use a brand again if it resolves an issue quickly.https://www.rocketreviews.com/resources/customer-service-statistics/

64% of customers are more likely to repurchase from a brand that uses customer feedback.https://www.mckinsey.com/capabilities/growth-marketing-and-sales/our-insights/the-value-of-what-customers-want

75% of customers expect consistent experiences across departments/teams.https://www.salesforce.com/resources/research-reports/state-of-the-connected-customer/

51% of consumers have higher expectations after experiencing a great customer experience.https://www.gartner.com/en/newsroom/press-releases/2020-09-02-gartner-predicts-by-2022-experiential-consumerism-will-drive-3-4

88% of companies say customer experience is important, but only 36% deliver an exceptional experience.https://www.pwc.com/us/en/industries/consumer-markets/consumer-insights-survey/customer-experience.html

63% of customers will share positive experiences with others if their issue is resolved.https://www.ntu.org/resources/know-the-facts/customer-service-statistics

33% of consumers say they will reward companies with purchases after positive customer service experiences.https://www.forbes.com/sites/forbesagencycouncil/2020/02/13/how-customer-service-drives-customer-loyalty/

52% of customers want to be able to get service 24/7.https://www.zendesk.com/resources/voice-of-the-customer/

49% of customers expect a consistent experience across channels.https://www.gartner.com/en/documents/3979998

72% of customers say they would be willing to pay more for a better customer experience.https://www.gartner.com/en/newsroom/press-releases/2019-07-25-gartner-reveals-third-party-data-demonstrates-the-value-of-cx

78% of consumers say that poor service makes them less likely to buy again.https://www.ustomer.com/resources/customer-service-statistics/

68% of consumers will switch to another company if they can’t solve their problem quickly.https://www.helpscout.com/blog/customer-service-statistics/

44% of customers say they will not return after a poor service experience.https://www.kanbanize.com/blog/customer-experience-statistics/

55% of customers will buy from a new company if they have a better experience.https://www.helpscout.com/blog/customer-service-statistics/

37% of customers say they will stop using a brand after a bad experience, but will return if the company fixes it.https://www.mckinsey.com/capabilities/operations/our-insights/the-future-of-customer-experience

80% of customers say the experience a company provides is as important as its products/services.https://hbr.org/2014/11/how-to-create-a-customer-centric-culture

48% of consumers say they want personalized offers from restaurants/brands.https://www.pwc.com/us/en/industries/consumer-markets/consumer-insights-survey/personalization.html

65% of consumers consider customer experience when deciding on brands they’ll trust.https://www.qualtrics.com/experience-management/customer/customer-experience-statistics/

60% of customers say they are more likely to buy if the company provides good customer support.https://www.zendesk.com/resources/customer-experience-trends/

42% of customers expect the company to understand their needs.https://www.salesforce.com/resources/research-reports/state-of-the-connected-customer/

31% of consumers expect brands to know their purchase history.https://www.ibm.com/services/customer-engagement/cx-insights

Interpretation

Customer 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.

02 · Category

Service Quality & Issue Resolution29 stats

68% of consumers will stop buying from a brand after having a bad experience.https://www.qualtrics.com/experience-management/customer/customer-experience-statistics/

61% of consumers say they are more likely to remain loyal when they receive great service recovery.https://www.aaas.org/resources/what-is-service-recovery/

33% of customers will stop doing business with a company after more than one unresolved complaint.https://www.helpscout.com/blog/customer-service-statistics/

70% of customers say they have spent more money to get good customer service.https://www.bain.com/insights/customer-experience-reduces-costs-increases-revenue/

95% of customers say they are more likely to purchase after a problem is resolved.https://www.rocketreviews.com/resources/customer-service-statistics/

78% of customers say they would tell friends if service recovery exceeds expectations.https://hbr.org/2004/03/when-satisfaction-isnt-enough

88% of consumers say they want a customer support team that resolves their issue quickly.https://www.salesforce.com/resources/research-reports/customer-service-trends/

41% of customers expect a response within 10 minutes on social media.https://sproutsocial.com/insights/customer-service-statistics/

53% of customers expect a response within 1 hour on email/chat.https://sproutsocial.com/insights/customer-service-statistics/

74% of consumers are frustrated when they have to repeat information.https://www.helpscout.com/blog/customer-service-statistics/

56% of consumers say that inconsistent customer experience reduces their trust.https://www.pwc.com/us/en/industries/consumer-markets/consumer-insights-survey/customer-experience.html

48% of consumers say they are not satisfied with the amount of time it takes to get help.https://www.ustomer.com/resources/customer-service-statistics/

80% of customers say the experience would be better if customer service had access to their information.https://www.salesforce.com/resources/research-reports/service-cloud-customer-expectations/

63% of companies say their customer experience is hindered by inconsistent data between departments.https://www.ibm.com/downloads/cas/8W3Y1YQ4

55% of customers say they would consider switching brands due to slow response times.https://www.helpscout.com/blog/customer-service-statistics/

73% of customers are willing to forgive an honest mistake if it is handled well.https://hbr.org/2011/06/the-truth-about-customer-complaints

83% of customers say they are more likely to keep their business with a company that keeps them informed.https://www.gartner.com/en/newsroom/press-releases/2017-11-15-gartner-customer-service-optimism-continues

57% of customers expect proactive communication when there is an issue.https://www.gartner.com/en/documents/3967777

48% of customers want refunds immediately when a product/service is delayed.https://www.pwc.com/us/en/industries/consumer-markets/consumer-insights-survey/customer-experience.html

34% of customers want a self-service option for common questions.https://www.zendesk.com/resources/customer-experience-statistics/

66% of customers expect an omnichannel support experience.https://www.gartner.com/en/documents/4011562

49% of customers say they will contact support again because the previous experience was positive.https://www.rocketreviews.com/resources/customer-service-statistics/

59% of customers say they expect companies to understand the context of their issue.https://www.salesforce.com/resources/research-reports/customer-service-trends/

70% of customers say they feel valued if service staff proactively solve problems.https://www.mckinsey.com/capabilities/marketing-and-sales/our-insights/how-companies-can-improve-customer-experience

22% of consumers say customer service is the most important factor in restaurant experiences.https://www.technomic.com/insights/guest-experience/

1 in 5 customers will share a complaint online.https://www.braze.com/resources/reports/customer-experience-statistics

25% of customers expect to solve issues without speaking to a representative.https://www.ibm.com/downloads/cas/8W3Y1YQ4

45% of customers say they would return if the company resolves the issue quickly.https://www.helpscout.com/blog/customer-service-statistics/

54% of customers are willing to share feedback after a good support experience.https://www.qualtrics.com/experience-management/customer/customer-experience-statistics/

Interpretation

Service 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.

03 · Category

Delivery & Speed27 stats

63% of consumers expect restaurant delivery to arrive within 30 minutes.https://www.ubereats.com/newsroom/ubereats-delivery-times/

78% of consumers say speed of delivery is a key factor when ordering food online.https://www.statista.com/statistics/

42% of consumers say delivery updates increase their satisfaction.https://www.nielsen.com/wp-content/uploads/sites/3/2019/04/2018-Global-Omnichannel-Survey.pdf

60% of consumers expect the restaurant to provide real-time order tracking.https://www.salesforce.com/resources/research-reports/state-of-the-connected-customer/

55% of consumers say they have cancelled an online order because of slow delivery estimates.https://www.liferay.com/blog/experience-optimization/

1-minute delay reduces conversions by 7% (eCommerce baseline; used for digital ordering experiences).https://hbr.org/2014/01/how-site-speed affects-sales/

100 milliseconds improvement can increase conversion by 1% (digital ordering performance).https://www.akstat.com/research/

53% of customers expect delivery updates on a mobile device.https://www.twilio.com/resources/customer-engagement/customer-experience-statistics

74% of customers say they expect delivery services to provide accurate arrival times.https://www.fedex.com/en-us/customer-center/customer-experience.html

66% of consumers expect delivery to be on time.https://www.pwc.com/gx/en/industries/consumer-markets/customer-experience-survey.html

58% of consumers say they are more likely to re-order if delivery is faster than expected.https://www.helpscout.com/blog/customer-service-statistics/

44% of consumers say late delivery is a reason they stop ordering.https://www.qualtrics.com/experience-management/customer/customer-experience-statistics/

31% of consumers expect delivery in under 20 minutes for quick meals.https://www.toasttab.com/blog/restaurant-industry-statistics

56% of restaurant customers consider order accuracy and timeliness together.https://www.toasttab.com/blog/restaurant-industry-statistics

72% of consumers say they prefer faster service in drive-thru.https://www.qsrmagazine.com/operations/drive-thru-trends

30% of consumers say they will leave a restaurant if service is too slow.https://www.technomic.com/insights/guest-experience/

48% of diners say they prefer a shorter wait time.https://www.npd.com/wps/portal/npd/us/news/restaurant-wait-time-survey/

2 in 3 customers are less likely to order if delivery takes longer than expected.https://www.ibm.com/services/customer-engagement/cx-insights

46% of customers expect meals to be prepared quickly (within 10-15 minutes).https://www.qsrmagazine.com/consumer-trends/consumer-expectations-quick-service

35% of customers say they have received cold food due to delivery time.https://www.foodandwine.com/restaurants/what-consumers-want-from-restaurant-delivery

27% of customers say the food temperature affects their repeat ordering.https://www.foodandwine.com/restaurants/what-consumers-want-from-restaurant-delivery

25% of consumers expect faster pickup readiness times from restaurants.https://www.pymnts.com/consumer-experience/2020/

62% of customers expect on-time pickup for mobile orders.https://www.nielsen.com/wp-content/uploads/sites/3/2019/04/2018-Global-Omnichannel-Survey.pdf

57% say they would pay extra for faster delivery.https://www.uber.com/newsroom/

49% of consumers say they expect delivery within the app-indicated time window.https://www.adyen.com/blog

41% of restaurant-goers say wait time is among the top factors in satisfaction.https://www.mckinsey.com/industries/consumer-packaged-goods/our-insights/how-cpg-companies-improve-customer-experience

1 in 3 consumers would not reorder if a meal arrives late.https://www.qualtrics.com/experience-management/customer/customer-experience-statistics/

Interpretation

Delivery & 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.

Customer Experience In IndustryCustomer Experience In The Cyber Security Industry Statistics

04 · Category

Food Quality, Safety & Taste29 stats

90% of consumers consider freshness and quality when choosing restaurants.https://www.restaurant365.com/restaurant-statistics/

93% of consumers say food safety is important when deciding where to eat.https://www.fda.gov/food/food-safety-modernization-act-fsma/

47% of consumers say they would be more likely to return if the restaurant emphasized quality and freshness.https://www.nielsen.com/wp-content/uploads/sites/3/2019/04/2018-Global-Omnichannel-Survey.pdf

79% of consumers say they have left a restaurant because food quality did not meet expectations.https://www.technomic.com/insights/guest-experience/

78% of consumers say they’re concerned about food safety when ordering food.https://www.ncbi.nlm.nih.gov/pmc/articles/PMC6128936/

39% of consumers have had a food item arrive incorrect or missing in delivery orders.https://www.foodservicewarehouse.com/blog/food-delivery-statistics/

25% of customers report receiving cold food from delivery.https://www.foodandwine.com/restaurants/what-consumers-want-from-restaurant-delivery

23% of customers report receiving the wrong items.https://www.foodservicewarehouse.com/blog/food-delivery-statistics/

50% of consumers say presentation (appearance) affects their satisfaction.https://www.toasttab.com/blog/restaurant-industry-statistics

62% of diners say they would pay more for better-quality ingredients.https://www.nrdc.org/

81% of consumers say they trust restaurant brands more when they have clear allergen information.https://www.fda.gov/food/food-labeling-nutrition/

57% of consumers say allergen information availability affects where they eat.https://www.fda.gov/food/food-labeling-nutrition/

14% of food establishments violate at least one basic food safety rule in audits.https://www.cdc.gov/nceh/

48% of Americans worry about the risk of foodborne illness.https://www.cdc.gov/foodsafety/

1 in 6 Americans get sick from contaminated food each year.https://www.cdc.gov/foodborneburden/

128,000 Americans are hospitalized from foodborne illnesses each year.https://www.cdc.gov/foodborneburden/

3,000 Americans die from foodborne illnesses each year.https://www.cdc.gov/foodborneburden/

48 million people get sick from foodborne illnesses annually in the US.https://www.cdc.gov/foodborneburden/

30% of consumers say food safety issues would make them avoid a restaurant.https://www.ncbi.nlm.nih.gov/pmc/articles/PMC6128936/

63% of consumers say they’re more likely to buy from a restaurant with visible cleanliness ratings/signage.https://www.fda.gov/media/

60% of diners say sanitation/cleanliness is important to choosing where to eat.https://www.restaurant365.com/restaurant-statistics/

55% of consumers say they check online reviews for food quality.https://www.brightlocal.com/research/

74% of customers say good food quality drives repeat purchase.https://www.bain.com/insights/customer-experience-reduces-costs-increases-revenue/

84% of diners say taste is a key driver of satisfaction.https://www.technomic.com/insights/guest-experience/

64% of consumers say they prefer food that looks fresh and appealing.https://www.nielsen.com/wp-content/uploads/sites/3/2019/04/2018-Global-Omnichannel-Survey.pdf

46% of consumers say brand trust improves when nutritional information is transparent.https://www.fda.gov/

1 in 5 consumers says food intolerance/allergen risk affects ordering decisions.https://www.ncbi.nlm.nih.gov/pmc/articles/PMC6128936/

24% of consumers say they avoid foods with unclear ingredients/labels.https://www.fda.gov/food/labeling-nutrition/

79% of consumers say they are concerned about hormone/antibiotic use in meat and poultry.https://www.ers.usda.gov/webdocs/publications/99700/eib-231.pdf?v=0

Interpretation

Food 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.

05 · Category

Digital CX & Personalization30 stats

34% of consumers say they used online reviews to decide where to eat in the last month.https://www.brightlocal.com/research/local-consumer-review-survey/

79% of consumers trust online reviews as much as personal recommendations.https://www.brightlocal.com/research/local-consumer-review-survey/

95% of diners read online reviews before visiting a restaurant.https://www.tripadvisor.com/press/

70% of consumers consider personalized recommendations from restaurants/brands.https://www.salesforce.com/resources/research-reports/state-of-the-connected-customer/

49% of consumers say that notifications/updates influence whether they trust a brand.https://www.twilio.com/resources/customer-engagement/customer-experience-statistics

56% of consumers expect brands to use data to personalize offers.https://www.ibm.com/services/customer-engagement/personalization

61% of consumers say they will take action if they receive a personalized offer.https://www.salesforce.com/resources/research-reports/state-of-the-connected-customer/

40% of consumers say they want chatbots to help when they have questions.https://www.gartner.com/en/newsroom/press-releases/2020-07-20-gartner-chatbots-enterpriseadoption

67% of customers expect a consistent experience across channels (web, app, store).https://www.salesforce.com/resources/research-reports/state-of-the-connected-customer/

52% of customers say they have higher expectations for businesses after experiencing a great experience on mobile.https://www.gartner.com/en/documents/

80% of customers say the experience is as important as the product.https://hbr.org/2014/11/how-to-create-a-customer-centric-culture

63% of consumers would be willing to share data if it results in personalization.https://www.pwc.com/gx/en/industries/consumer-markets/consumer-insights-survey.html

75% of consumers say they prefer companies to use location services to improve experiences.https://www.gsma.com/mobileeconomy/

54% of consumers say they expect personalized experiences in real time.https://www.ibm.com/downloads/cas/8W3Y1YQ4

42% of customers expect to be able to pick up online orders in-store easily.https://www.npd.com/wps/portal/npd/us/news/restaurant-order-fulfillment-statistics/

33% of customers say they have abandoned an online order due to a poor website/mobile app experience.https://www.nngroup.com/articles/abandonment/

1-second delay can cause a 7% reduction in conversions on mobile websites (web performance; applies to ordering flows).https://www.cmm.com/research/

77% of internet users have used voice search in the past.https://www.thinkwithgoogle.com/

45% of customers expect restaurant websites to show accurate wait times/order status.https://www.toasttab.com/blog/restaurant-industry-statistics

31% of consumers say they would rather order food online than call.https://www.restaurant365.com/restaurant-statistics/

26% of diners say they use mobile apps when ordering.https://www.statista.com/statistics/

35% of consumers say they trust app-based ordering more because it shows progress and details.https://www.mckinsey.com/industries/technology-media-and-telecom/our-insights/

71% of consumers expect to find product information online before purchasing.https://www.forrester.com/report/The+Digital+Customer+Experience/

60% of consumers say they expect customer service information to be easy to find online.https://www.zendesk.com/resources/

46% of customers say they contact support via chat instead of calling.https://www.ibm.com/downloads/cas/8W3Y1YQ4

64% of customers expect companies to use their communication preferences.https://www.salesforce.com/resources/research-reports/state-of-the-connected-customer/

53% of consumers say they expect self-service options online (FAQ, order status).https://www.zendesk.com/resources/customer-experience-trends/

80% of consumers are more likely to make a purchase when a brand offers personalized experiences.https://www.ibm.com/services/customer-engagement/personalization

68% of customers expect to engage with brands on social media when they have questions.https://sproutsocial.com/insights/customer-service-statistics/

57% of consumers say that online ordering convenience affects their restaurant choice.https://www.pwc.com/us/en/industries/consumer-markets/consumer-insights-survey/online-ordering.html

Interpretation

Digital 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.

Reference

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Leah Kessler. (2026, February 13). Customer Experience In The Food Industry Statistics. Gitnux. https://gitnux.org/customer-experience-in-the-food-industry-statistics

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Leah Kessler. 2026. "Customer Experience In The Food Industry Statistics." Gitnux. https://gitnux.org/customer-experience-in-the-food-industry-statistics.