GITNUXREPORT 2025

Customer Experience In The Food Service Industry Statistics

Customer experience drives loyalty, revenue, reviews, and digital innovation in food service.

Jannik Linder

Co-Founder of Gitnux, specialized in content and tech since 2016.

First published: April 29, 2025

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Statistic 1

55% of food service customers make repeat visits due to positive service experiences

Statistic 2

78% of customers are more likely to recommend a food service business that provides excellent customer service

Statistic 3

68% of customers say that quick resolution of complaints impacts their loyalty to the restaurant

Statistic 4

40% of diners indicate that consistency in food quality and service influences their loyalty

Statistic 5

90% of consumers say that a positive customer service experience makes them more likely to return

Statistic 6

58% of food service establishments use customer satisfaction surveys to guide improvements

Statistic 7

62% of restaurant diners are more likely to revisit after positive digital interactions

Statistic 8

74% of restaurant managers report that customer experience initiatives have improved sales

Statistic 9

85% of customers state that a personalized digital experience makes them more loyal to a restaurant brand

Statistic 10

64% of customers report that digital loyalty programs enhance their overall experience

Statistic 11

78% of consumers say they are more likely to return if the staff recognizes them regularly

Statistic 12

61% of customers state that consistent service quality across locations influences their loyalty

Statistic 13

62% of diners are likely to revisit a restaurant that quickly addresses negative feedback

Statistic 14

86% of consumers are willing to pay more for a better customer experience in the food service industry

Statistic 15

60% of consumers prioritize cleanliness of restaurant premises as a key factor in their food service experience

Statistic 16

45% of customers prefer to order through digital kiosks rather than waitstaff

Statistic 17

72% of customers say their expectations for service are higher than before the pandemic

Statistic 18

49% of restaurant customers feel that the lack of particular dietary options negatively impacts their experience

Statistic 19

35% of consumers prefer contactless payment options for safety and convenience

Statistic 20

77% of customers would recommend a restaurant that offers a seamless online ordering process

Statistic 21

44% of consumers have increased their use of food delivery services during the past year, impacting customer experience expectations

Statistic 22

63% of diners say that ambiance and decor influence their dining experience

Statistic 23

75% of customers feel valued when their feedback is acknowledged by restaurant staff

Statistic 24

48% of consumers said that environmentally friendly practices influence their restaurant choice

Statistic 25

57% of food service establishments have introduced sustainability initiatives to improve customer perception

Statistic 26

72% of diners are influenced by menu transparency and detailed descriptions

Statistic 27

84% of consumers believe that reducing wait times significantly improves their dining experience

Statistic 28

83% of consumers are more satisfied with restaurants that use eco-friendly packaging

Statistic 29

79% of diners consider contactless ordering and payment essential for safety

Statistic 30

67% of food service operators have invested in contactless dining solutions

Statistic 31

88% of food delivery customers appreciate accurate order fulfillment, indicating the importance of CX

Statistic 32

54% of customers prefer restaurants that offer digital loyalty and rewards programs

Statistic 33

66% of diners say that visual presentation of food in digital menus influences their choice

Statistic 34

59% of diners would like to see more plant-based options on menus, influencing their experience

Statistic 35

81% of consumers say that a quick response to inquiries improves their perception of a restaurant

Statistic 36

74% of customers report that contactless checkouts speed up their experience and increase satisfaction

Statistic 37

83% of customers find that customized dining experiences elevate their overall satisfaction

Statistic 38

65% of diners use mobile apps to view menus and order, impacting customer satisfaction positively

Statistic 39

35% of food service establishments have implemented AI chatbots to improve customer engagement

Statistic 40

83% of consumers believe that ordering food via smartphone apps provides a better experience

Statistic 41

76% of restaurant brands have enhanced their digital customer experience through apps, online ordering, or loyalty programs

Statistic 42

49% of customers say that engaging digital content at the point of sale enhances their experience

Statistic 43

53% of food service operators have increased their use of social media to connect with customers

Statistic 44

82% of customers prefer restaurants that have a mobile-friendly website or app

Statistic 45

55% of food service providers have adopted new technology solutions to enhance customer experience during the pandemic

Statistic 46

79% of diners are more likely to visit a restaurant that offers online reservation capabilities

Statistic 47

63% of restaurant customers use third-party review platforms to choose dining options

Statistic 48

45% of diners leave feedback via digital channels after their visit, helping improve customer service

Statistic 49

52% of food service businesses have reported a positive return on investment from digital customer experience solutions

Statistic 50

35% of restaurant users prefer to customize their orders digitally, ensuring satisfaction

Statistic 51

48% of food service enterprises have increased their social media engagement in the past year

Statistic 52

50% of customers look for allergen information online before visiting a restaurant

Statistic 53

58% of restaurant customers value quick and easy access to menus via mobile devices

Statistic 54

73% of diners prefer to see real-time order updates on digital platforms, enhancing their experience

Statistic 55

67% of food service operators state that digital marketing strategies have increased customer engagement and retention

Statistic 56

80% of diners read online reviews before choosing a restaurant

Statistic 57

59% of food service businesses report an increase in customer feedback and reviews in the last year

Statistic 58

77% of restaurants with digital feedback loops report improved customer satisfaction scores

Statistic 59

70% of customers say that friendly staff significantly enhances their dining experience

Statistic 60

43% of consumers report that wait times influence their overall restaurant experience

Statistic 61

52% of food service customers say they have abandoned a dining experience due to poor service

Statistic 62

49% of restaurant customers believe that personalized service enhances their overall experience

Statistic 63

82% of restaurant managers believe improving customer experience should be a strategic priority

Statistic 64

67% of restaurants have increased their focus on staff training to improve customer experience

Statistic 65

81% of consumers say their interactions with staff impact their overall perception of the restaurant

Statistic 66

69% of diners consider the speed of service as a critical factor in their satisfaction

Statistic 67

46% of food service workers feel that customer experience training impacts their daily performance

Statistic 68

69% of consumers say their last restaurant experience was affected by staff friendliness and efficiency

Statistic 69

72% of food service employees report that ongoing customer service training improves overall customer satisfaction

Statistic 70

50% of restaurant reviews are influenced by the perceived quality of customer service

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Key Highlights

86% of consumers are willing to pay more for a better customer experience in the food service industry
70% of customers say that friendly staff significantly enhances their dining experience
55% of food service customers make repeat visits due to positive service experiences
65% of diners use mobile apps to view menus and order, impacting customer satisfaction positively
43% of consumers report that wait times influence their overall restaurant experience
78% of customers are more likely to recommend a food service business that provides excellent customer service
52% of food service customers say they have abandoned a dining experience due to poor service
80% of diners read online reviews before choosing a restaurant
49% of restaurant customers believe that personalized service enhances their overall experience
60% of consumers prioritize cleanliness of restaurant premises as a key factor in their food service experience
68% of customers say that quick resolution of complaints impacts their loyalty to the restaurant
45% of customers prefer to order through digital kiosks rather than waitstaff
35% of food service establishments have implemented AI chatbots to improve customer engagement

In an era where a remarkable 86% of consumers are ready to pay more for superior service, the food service industry is increasingly redefining customer experience through technology, staff engagement, and personalized touches that keep diners returning for more.

Customer Loyalty and Repeat Visits

55% of food service customers make repeat visits due to positive service experiences
78% of customers are more likely to recommend a food service business that provides excellent customer service
68% of customers say that quick resolution of complaints impacts their loyalty to the restaurant
40% of diners indicate that consistency in food quality and service influences their loyalty
90% of consumers say that a positive customer service experience makes them more likely to return
58% of food service establishments use customer satisfaction surveys to guide improvements
62% of restaurant diners are more likely to revisit after positive digital interactions
74% of restaurant managers report that customer experience initiatives have improved sales
85% of customers state that a personalized digital experience makes them more loyal to a restaurant brand
64% of customers report that digital loyalty programs enhance their overall experience
78% of consumers say they are more likely to return if the staff recognizes them regularly
61% of customers state that consistent service quality across locations influences their loyalty
62% of diners are likely to revisit a restaurant that quickly addresses negative feedback

Customer Loyalty and Repeat Visits Interpretation

In the fiercely competitive food service industry, where 55% of diners return for positive experiences and a striking 90% are more inclined to revisit after a good encounter, it’s clear that excellent service, digital personalization, and swift complaint resolution aren’t just perks—they’re the main ingredients for customer loyalty and thriving sales.

Customer Preferences and Willingness to Pay

86% of consumers are willing to pay more for a better customer experience in the food service industry
60% of consumers prioritize cleanliness of restaurant premises as a key factor in their food service experience
45% of customers prefer to order through digital kiosks rather than waitstaff
72% of customers say their expectations for service are higher than before the pandemic
49% of restaurant customers feel that the lack of particular dietary options negatively impacts their experience
35% of consumers prefer contactless payment options for safety and convenience
77% of customers would recommend a restaurant that offers a seamless online ordering process
44% of consumers have increased their use of food delivery services during the past year, impacting customer experience expectations
63% of diners say that ambiance and decor influence their dining experience
75% of customers feel valued when their feedback is acknowledged by restaurant staff
48% of consumers said that environmentally friendly practices influence their restaurant choice
57% of food service establishments have introduced sustainability initiatives to improve customer perception
72% of diners are influenced by menu transparency and detailed descriptions
84% of consumers believe that reducing wait times significantly improves their dining experience
83% of consumers are more satisfied with restaurants that use eco-friendly packaging
79% of diners consider contactless ordering and payment essential for safety
67% of food service operators have invested in contactless dining solutions
88% of food delivery customers appreciate accurate order fulfillment, indicating the importance of CX
54% of customers prefer restaurants that offer digital loyalty and rewards programs
66% of diners say that visual presentation of food in digital menus influences their choice
59% of diners would like to see more plant-based options on menus, influencing their experience
81% of consumers say that a quick response to inquiries improves their perception of a restaurant
74% of customers report that contactless checkouts speed up their experience and increase satisfaction
83% of customers find that customized dining experiences elevate their overall satisfaction

Customer Preferences and Willingness to Pay Interpretation

In an era where 86% of consumers are willing to pay more for a stellar experience, the food service industry must serve up not only delectable dishes but also impeccable cleanliness, digital innovation, eco-consciousness, and personalized care—proving that today's diners crave more than just food—they demand a thoughtfully crafted journey from menu to ambiance.

Digital Engagement and Technology Usage

65% of diners use mobile apps to view menus and order, impacting customer satisfaction positively
35% of food service establishments have implemented AI chatbots to improve customer engagement
83% of consumers believe that ordering food via smartphone apps provides a better experience
76% of restaurant brands have enhanced their digital customer experience through apps, online ordering, or loyalty programs
49% of customers say that engaging digital content at the point of sale enhances their experience
53% of food service operators have increased their use of social media to connect with customers
82% of customers prefer restaurants that have a mobile-friendly website or app
55% of food service providers have adopted new technology solutions to enhance customer experience during the pandemic
79% of diners are more likely to visit a restaurant that offers online reservation capabilities
63% of restaurant customers use third-party review platforms to choose dining options
45% of diners leave feedback via digital channels after their visit, helping improve customer service
52% of food service businesses have reported a positive return on investment from digital customer experience solutions
35% of restaurant users prefer to customize their orders digitally, ensuring satisfaction
48% of food service enterprises have increased their social media engagement in the past year
50% of customers look for allergen information online before visiting a restaurant
58% of restaurant customers value quick and easy access to menus via mobile devices
73% of diners prefer to see real-time order updates on digital platforms, enhancing their experience
67% of food service operators state that digital marketing strategies have increased customer engagement and retention

Digital Engagement and Technology Usage Interpretation

As the data illustrates, in an era where 83% of consumers prefer ordering via smartphone, restaurants embracing digital innovation—from AI chatbots and online reservations to social media engagement—are not only enhancing customer satisfaction but also securing a healthier bottom line—a reminder that in the food service industry, going digital isn't just a trend, it's a tasty recipe for success.

Impact of Reviews and Customer Feedback

80% of diners read online reviews before choosing a restaurant
59% of food service businesses report an increase in customer feedback and reviews in the last year
77% of restaurants with digital feedback loops report improved customer satisfaction scores

Impact of Reviews and Customer Feedback Interpretation

With 80% of diners consulting online reviews before booking and nearly four in five restaurants embracing digital feedback—resulting in higher satisfaction scores—it's clear that in today's food industry, the menu is now more than just what’s on the plate: it's also how restaurants serve their reputation online.

Staff and Service Quality Factors

70% of customers say that friendly staff significantly enhances their dining experience
43% of consumers report that wait times influence their overall restaurant experience
52% of food service customers say they have abandoned a dining experience due to poor service
49% of restaurant customers believe that personalized service enhances their overall experience
82% of restaurant managers believe improving customer experience should be a strategic priority
67% of restaurants have increased their focus on staff training to improve customer experience
81% of consumers say their interactions with staff impact their overall perception of the restaurant
69% of diners consider the speed of service as a critical factor in their satisfaction
46% of food service workers feel that customer experience training impacts their daily performance
69% of consumers say their last restaurant experience was affected by staff friendliness and efficiency
72% of food service employees report that ongoing customer service training improves overall customer satisfaction
50% of restaurant reviews are influenced by the perceived quality of customer service

Staff and Service Quality Factors Interpretation

In the high-stakes world of food service, where 70% of diners crave friendly staff and nearly half abandon meals over poor service, restaurant success now hinges on strategic staff training and swift, personalized interactions—reminding us that in hospitality, a smile and speed are the true secret ingredients.