GITNUXREPORT 2025

Customer Experience In The Foodservice Industry Statistics

Excellent service, personalization, speed, ambiance, and digital convenience drive loyalty.

Jannik Linder

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

First published: April 29, 2025

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Statistic 1

86% of customers are willing to pay more for a better customer experience in the foodservice industry

Statistic 2

78% of consumers say that their restaurant experience influences their decision to dine there again

Statistic 3

65% of customers expect personalized experiences from foodservice providers

Statistic 4

60% of diners consider the ambiance of a restaurant when evaluating its overall customer experience

Statistic 5

77% of diners are more likely to revisit a restaurant that offers loyalty rewards

Statistic 6

83% of consumers say that consistent food quality has a significant impact on their customer experience

Statistic 7

55% of customers are more loyal to brands that actively respond to their online reviews

Statistic 8

72% of diners state that a clean and well-maintained restroom significantly enhances their overall experience

Statistic 9

69% of foodservice managers believe that personalized communication increases customer retention

Statistic 10

80% of foodservice customers say they are more likely to return if the restaurant recognizes them by name

Statistic 11

73% of diners feel that staff's knowledge about menu items enhances their experience

Statistic 12

49% of foodservice operators report that digital payments have reduced transaction times, improving customer satisfaction

Statistic 13

55% of diners are more likely to leave positive reviews when their experience exceeds expectations

Statistic 14

71% of customers prefer restaurants with a clear safety and hygiene protocol, especially post-pandemic

Statistic 15

58% of foodservice businesses use data analytics to improve customer experience

Statistic 16

69% of customers believe that accurate order fulfillment impacts their satisfaction

Statistic 17

66% of diners say that loyalty programs influence their restaurant choices

Statistic 18

60% of diners prefer meal customization options, which enhances their overall experience

Statistic 19

74% of customers say that easy-to-navigate digital menus improve their dining experience

Statistic 20

77% of diners report that a memorable experience encourages them to revisit and recommend

Statistic 21

58% of foodservice providers say that offering dietary options (gluten-free, vegan) improves customer satisfaction

Statistic 22

89% of foodservice customers expect transparency about ingredients and allergen information

Statistic 23

68% of consumers say digital ordering influences their choice of foodservice provider

Statistic 24

45% of customers prefer restaurants with contactless payment options

Statistic 25

58% of customers desire engaging and interactive menus, such as digital or augmented reality options

Statistic 26

79% of foodservice customers believe that a seamless online-to-dining experience is critical to their satisfaction

Statistic 27

42% of customers use mobile apps to order food, and 65% of those say it improves their overall experience

Statistic 28

72% of foodservice establishments have increased their focus on contactless solutions since 2020

Statistic 29

46% of customers say that digital reservations can reduce wait times and improve their overall experience

Statistic 30

65% of customers find mobile app loyalty programs more effective than traditional punch cards

Statistic 31

74% of restaurant operators report that online menus with photos boost sales

Statistic 32

58% of customers expect real-time updates on wait times via mobile apps, enhancing their experience

Statistic 33

84% of customers consider environmentally sustainable practices important in their dining choices

Statistic 34

70% of diners prefer restaurants that promote sustainability initiatives like local sourcing or waste reduction

Statistic 35

66% of foodservice customers check online reviews before choosing a restaurant

Statistic 36

62% of customers check social media profiles of restaurants before visiting, influencing their expectations

Statistic 37

80% of diners are influenced by online reviews to choose a specific restaurant

Statistic 38

52% of diners use social media to share their dining experiences, influencing other potential customers

Statistic 39

72% of foodservice customers say friendly service is the most important factor in their overall experience

Statistic 40

81% of consumers are more likely to recommend a foodservice establishment that provides excellent customer service

Statistic 41

54% of foodservice customers say their experience is impacted by wait times

Statistic 42

70% of foodservice customers have left a restaurant without ordering due to poor service

Statistic 43

50% of diners believe that staff friendliness significantly impacts their dining experience

Statistic 44

90% of customers expect swift service during peak hours in foodservice establishments

Statistic 45

43% of restaurant staff report that training programs improve customer experience

Statistic 46

65% of customers say that quick service positively influences their overall dining satisfaction

Statistic 47

61% of customers find that prompt resolution of complaints increases their likelihood to stay loyal

Statistic 48

54% of consumers say their last negative experience in a restaurant was due to inattentive staff

Statistic 49

67% of foodservice businesses invest in staff training primarily to improve customer experience

Statistic 50

63% of diners consider the speed of service as the top factor influencing their dining experience

Statistic 51

77% of customers say that visible staff engagement can lead to higher satisfaction

Statistic 52

82% of customers are more likely to revisit a restaurant that responds quickly to inquiries or complaints

Statistic 53

59% of consumers report that consistent staff behavior positively impacts their perception of the brand

Statistic 54

83% of foodservice management teams agree that employee engagement directly correlates with customer satisfaction

Statistic 55

68% of guests expect their food to be served within 15 minutes of ordering

Statistic 56

54% of customers say their restaurant experience was more enjoyable because of engaging staff interactions

Statistic 57

54% of foodservice workers believe that recognition and reward programs motivate better customer service

Statistic 58

91% of restaurant customers say their experience would improve with faster service

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Key Highlights

86% of customers are willing to pay more for a better customer experience in the foodservice industry
78% of consumers say that their restaurant experience influences their decision to dine there again
65% of customers expect personalized experiences from foodservice providers
72% of foodservice customers say friendly service is the most important factor in their overall experience
60% of diners consider the ambiance of a restaurant when evaluating its overall customer experience
81% of consumers are more likely to recommend a foodservice establishment that provides excellent customer service
54% of foodservice customers say their experience is impacted by wait times
70% of foodservice customers have left a restaurant without ordering due to poor service
68% of consumers say digital ordering influences their choice of foodservice provider
45% of customers prefer restaurants with contactless payment options
50% of diners believe that staff friendliness significantly impacts their dining experience
90% of customers expect swift service during peak hours in foodservice establishments
77% of diners are more likely to revisit a restaurant that offers loyalty rewards

In an industry where 86% of customers are willing to pay more for an exceptional experience, mastering customer service and personalization has become the ultimate recipe for success in the foodservice world.

Customer Experience and Personalization

86% of customers are willing to pay more for a better customer experience in the foodservice industry
78% of consumers say that their restaurant experience influences their decision to dine there again
65% of customers expect personalized experiences from foodservice providers
60% of diners consider the ambiance of a restaurant when evaluating its overall customer experience
77% of diners are more likely to revisit a restaurant that offers loyalty rewards
83% of consumers say that consistent food quality has a significant impact on their customer experience
55% of customers are more loyal to brands that actively respond to their online reviews
72% of diners state that a clean and well-maintained restroom significantly enhances their overall experience
69% of foodservice managers believe that personalized communication increases customer retention
80% of foodservice customers say they are more likely to return if the restaurant recognizes them by name
73% of diners feel that staff's knowledge about menu items enhances their experience
49% of foodservice operators report that digital payments have reduced transaction times, improving customer satisfaction
55% of diners are more likely to leave positive reviews when their experience exceeds expectations
71% of customers prefer restaurants with a clear safety and hygiene protocol, especially post-pandemic
58% of foodservice businesses use data analytics to improve customer experience
69% of customers believe that accurate order fulfillment impacts their satisfaction
66% of diners say that loyalty programs influence their restaurant choices
60% of diners prefer meal customization options, which enhances their overall experience
74% of customers say that easy-to-navigate digital menus improve their dining experience
77% of diners report that a memorable experience encourages them to revisit and recommend
58% of foodservice providers say that offering dietary options (gluten-free, vegan) improves customer satisfaction
89% of foodservice customers expect transparency about ingredients and allergen information

Customer Experience and Personalization Interpretation

In an industry where 86% of customers are willing to pay a premium for a superior experience, it's clear that personalized service, ambiance, and safety protocols aren’t just perks—they’re the new table stakes for foodservice success.

Digital Engagement and Technology Use

68% of consumers say digital ordering influences their choice of foodservice provider
45% of customers prefer restaurants with contactless payment options
58% of customers desire engaging and interactive menus, such as digital or augmented reality options
79% of foodservice customers believe that a seamless online-to-dining experience is critical to their satisfaction
42% of customers use mobile apps to order food, and 65% of those say it improves their overall experience
72% of foodservice establishments have increased their focus on contactless solutions since 2020
46% of customers say that digital reservations can reduce wait times and improve their overall experience
65% of customers find mobile app loyalty programs more effective than traditional punch cards
74% of restaurant operators report that online menus with photos boost sales
58% of customers expect real-time updates on wait times via mobile apps, enhancing their experience

Digital Engagement and Technology Use Interpretation

In a digital-dining era where 68% of consumers are swayed by online orders and 79% prioritize seamless online-to-restaurant experiences, it's clear that foodservice providers who embrace contactless payments, engaging menus, and real-time updates are not just serving food—they're serving satisfaction on a silver platter.

Environmental Sustainability and Brand Loyalty

84% of customers consider environmentally sustainable practices important in their dining choices
70% of diners prefer restaurants that promote sustainability initiatives like local sourcing or waste reduction

Environmental Sustainability and Brand Loyalty Interpretation

With over four-fifths of customers valuing sustainability in their dining decisions, and nearly half actively choosing eco-conscious venues, the foodservice industry risks losing its future customers if it doesn't serve up greener practices alongside gourmet dishes.

Online Reputation and Social Media Influence

66% of foodservice customers check online reviews before choosing a restaurant
62% of customers check social media profiles of restaurants before visiting, influencing their expectations
80% of diners are influenced by online reviews to choose a specific restaurant
52% of diners use social media to share their dining experiences, influencing other potential customers

Online Reputation and Social Media Influence Interpretation

In an era where 66% of foodservice patrons vet online reviews and 62% scrutinize social profiles before stepping through the door, it's clear that a restaurant's digital reputation is no longer just a marketing tool but the very blueprint of its success.

Service Quality and Staff Interaction

72% of foodservice customers say friendly service is the most important factor in their overall experience
81% of consumers are more likely to recommend a foodservice establishment that provides excellent customer service
54% of foodservice customers say their experience is impacted by wait times
70% of foodservice customers have left a restaurant without ordering due to poor service
50% of diners believe that staff friendliness significantly impacts their dining experience
90% of customers expect swift service during peak hours in foodservice establishments
43% of restaurant staff report that training programs improve customer experience
65% of customers say that quick service positively influences their overall dining satisfaction
61% of customers find that prompt resolution of complaints increases their likelihood to stay loyal
54% of consumers say their last negative experience in a restaurant was due to inattentive staff
67% of foodservice businesses invest in staff training primarily to improve customer experience
63% of diners consider the speed of service as the top factor influencing their dining experience
77% of customers say that visible staff engagement can lead to higher satisfaction
82% of customers are more likely to revisit a restaurant that responds quickly to inquiries or complaints
59% of consumers report that consistent staff behavior positively impacts their perception of the brand
83% of foodservice management teams agree that employee engagement directly correlates with customer satisfaction
68% of guests expect their food to be served within 15 minutes of ordering
54% of customers say their restaurant experience was more enjoyable because of engaging staff interactions
54% of foodservice workers believe that recognition and reward programs motivate better customer service
91% of restaurant customers say their experience would improve with faster service

Service Quality and Staff Interaction Interpretation

In the fast-paced realm of foodservice, where nearly 9 out of 10 customers crave speed and 7 in 10 value friendliness, companies that invest in attentive, well-trained staff and swift service are not just serving meals but cultivating loyalty—and in this game, every second and smile counts.