Customer Experience In The Foodservice Industry Statistics 2026

Foodservice customers now expect help and personalization almost on demand, and the tradeoffs are getting real fast. For example, 70% of diners say they prefer support that fits their needs, while 55% would pay more for better customer support, and 73% say CX matters to business outcomes. What looks like “nice to have” in the dining room is directly tied to revenue growth, faster ordering, and how quickly issues get resolved.

Key Takeaways

55% of consumers say they would pay more for better customer support (Zendesk)
83% of consumers say they are willing to share personal data in exchange for better personalization (Salesforce)
73% of organizations say CX is important to business outcomes (Gartner customer experience survey)
1.3% of restaurants had their Yelp page rated “closed” or “temporarily closed” due to COVID-19 impact (share of U.S. restaurants, early pandemic period)
A 1-star increase in Yelp rating is associated with an 5%–9% increase in restaurant revenue (estimated effect size reported in research literature)
U.S. retail and food services e-commerce sales grew to $154.3B in Q4 2023 (quarterly e-commerce figure)
73% of consumers use online reviews to help decide where to eat
In the U.S., 59% of consumers say they use customer reviews to decide whether to order takeout or delivery
Ninety percent (90%) of consumers say online reviews influence their decision to purchase at a local business
46% of consumers say they will use self-service options (like ordering kiosks or online chat) to solve simple issues
Accuracy in order fulfillment is mentioned in 18% of negative online restaurant reviews (share of review mentions)
In a restaurant service quality study, perceived service failure led to significantly lower repurchase intention (standardized effect reported in the paper)
U.S. restaurants had 15.6% of their revenue on delivery in 2023 (share of total restaurant sales, reported industry estimate)
70% of customers say they prefer to be able to get support in a way that fits their needs (e.g., through the channel of their choice), according to the 2023 Salesforce State of Service report
59% of diners say they have felt frustrated when a restaurant was out of items online, according to a 2022 consumer study published by the National Restaurant Association

Great restaurant customer support drives faster growth, higher revenue, and repeat orders.

01 · Category

Customer Loyalty12 stats

55% of consumers say they would pay more for better customer support (Zendesk)

83% of consumers say they are willing to share personal data in exchange for better personalization (Salesforce)

73% of organizations say CX is important to business outcomes (Gartner customer experience survey)

Customer experience leaders outperform on revenue growth: 5.1x faster growth than CX laggards (Gartner)

37% of consumers feel most brands could improve on the speed of their customer service (Gartner consumer survey)

65% of consumers feel that personalization makes experiences more enjoyable (Salesforce)

51% of customers expect personalized experiences across multiple channels (Salesforce)

33% of consumers expect companies to use their data responsibly (Gartner)

Customer experience is linked to revenue growth: CX leaders are 54% more likely than laggards to meet or exceed revenue goals (Gartner)

57% of diners say food delivery issues (missing items/delays) affect their willingness to order again (Second Measure, delivery research)

53% of customers say speed matters most in restaurant delivery experience (Toast)

Customer effort reduction: 65% of consumers are more likely to buy when issues are resolved quickly (Forrester)

Interpretation

Customer Loyalty Interpretation

To drive customer loyalty in foodservice, brands need to treat speed and support as essentials because 65% of consumers are more likely to buy again when issues are resolved quickly and 57% of diners say delivery problems reduce their willingness to order again.

02 · Category

Industry Trends3 stats

1.3% of restaurants had their Yelp page rated “closed” or “temporarily closed” due to COVID-19 impact (share of U.S. restaurants, early pandemic period)

A 1-star increase in Yelp rating is associated with an 5%–9% increase in restaurant revenue (estimated effect size reported in research literature)

U.S. retail and food services e-commerce sales grew to $154.3B in Q4 2023 (quarterly e-commerce figure)

Interpretation

Industry Trends Interpretation

Industry Trends show that restaurants can materially benefit from better online reputation, since a one star rise in Yelp ratings is linked to a 5% to 9% increase in revenue, even as only 1.3% of U.S. restaurants had Yelp marked “closed” or “temporarily closed” during the early COVID period and e commerce in U.S. retail and food services reached $154.3B in Q4 2023.

03 · Category

Consumer Expectations3 stats

73% of consumers use online reviews to help decide where to eat

In the U.S., 59% of consumers say they use customer reviews to decide whether to order takeout or delivery

Ninety percent (90%) of consumers say online reviews influence their decision to purchase at a local business

Interpretation

Consumer Expectations Interpretation

For Consumer Expectations, the trend is clear: 90% of consumers say online reviews influence buying at local businesses, and 73% use reviews to decide where to eat, making online feedback a key expectation before dining out or ordering in.

04 · Category

Customer Service4 stats

46% of consumers say they will use self-service options (like ordering kiosks or online chat) to solve simple issues

Accuracy in order fulfillment is mentioned in 18% of negative online restaurant reviews (share of review mentions)

In a restaurant service quality study, perceived service failure led to significantly lower repurchase intention (standardized effect reported in the paper)

Companies that respond to customer complaints on social media within 1 hour can see a higher likelihood of positive brand sentiment (reported in marketing analytics study)

Interpretation

Customer Service Interpretation

For the customer service side of foodservice, the biggest opportunity is reducing friction fast and reliably, since 46% of consumers want self service for simple issues and social media complaints answered within an hour are linked to more positive brand sentiment.

Customer Experience In IndustryCustomer Experience In The Bpo Industry Statistics

05 · Category

Operational Efficiency1 stats

U.S. restaurants had 15.6% of their revenue on delivery in 2023 (share of total restaurant sales, reported industry estimate)

Interpretation

Operational Efficiency Interpretation

In 2023, US restaurants devoted 15.6% of their total revenue to delivery, underscoring that operational efficiency in foodservice increasingly depends on managing delivery economics effectively.

06 · Category

Service Expectations2 stats

70% of customers say they prefer to be able to get support in a way that fits their needs (e.g., through the channel of their choice), according to the 2023 Salesforce State of Service report

59% of diners say they have felt frustrated when a restaurant was out of items online, according to a 2022 consumer study published by the National Restaurant Association

Interpretation

Service Expectations Interpretation

In service expectations for foodservice, customers increasingly want support that matches their preferred channel, with 70% saying they need it that way, and even small gaps like online stockouts can trigger frustration for 59% of diners when restaurants are out of items online.

07 · Category

Market Size1 stats

Global restaurant tech investment for customer engagement and ordering platforms exceeded $2B in 2023, per industry estimates compiled by The Business Research Company’s restaurant technology coverage

Interpretation

Market Size Interpretation

In 2023, global restaurant tech investment for customer engagement and ordering platforms topped $2B, signaling strong market size growth within the customer experience focused segment of the foodservice industry.

08 · Category

Performance Metrics1 stats

US consumers are 2.1x more likely to try a restaurant if it offers online reservations or mobile ordering, according to a 2023 consumer survey published by OpenTable (as reported in its public industry insights)

Interpretation

Performance Metrics Interpretation

In the performance metrics for foodservice customer experience, US consumers are 2.1 times more likely to try a restaurant when it offers online reservations or mobile ordering, showing that these digital convenience features are a measurable driver of customer acquisition.

Reference

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APA

Priya Chandrasekaran. (2026, February 13). Customer Experience In The Foodservice Industry Statistics. Gitnux. https://gitnux.org/customer-experience-in-the-foodservice-industry-statistics

MLA

Priya Chandrasekaran. "Customer Experience In The Foodservice Industry Statistics." Gitnux, 13 Feb 2026, https://gitnux.org/customer-experience-in-the-foodservice-industry-statistics.

Chicago

Priya Chandrasekaran. 2026. "Customer Experience In The Foodservice Industry Statistics." Gitnux. https://gitnux.org/customer-experience-in-the-foodservice-industry-statistics.