GITNUXREPORT 2025

Customer Experience In The Qsr Industry Statistics

Customer experience in QSR thrives on speed, personalization, cleanliness, and technology.

Jannik Linder

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

First published: April 29, 2025

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Statistic 1

70% of QSR customers consider order accuracy as a key factor in their overall experience

Statistic 2

45% of QSR customers expect a personalized experience based on their order history

Statistic 3

89% of consumers say quick response times improve their dining experience

Statistic 4

43% of customers say wait times impact their overall satisfaction significantly

Statistic 5

77% of customers say technology makes their restaurant experience more convenient

Statistic 6

68% of customers say that quick issue resolution impacts their overall experience positively

Statistic 7

70% of customers feel valued when their feedback is acknowledged and acted upon

Statistic 8

72% of customers are more likely to revisit a QSR that personalizes their experience

Statistic 9

46% of QSR industry leaders believe omnichannel strategies significantly improve customer experience

Statistic 10

69% of QSR establishments report an increase in customer satisfaction after implementing self-service kiosks

Statistic 11

75% of customers are more likely to return to a QSR that offers a seamless digital experience

Statistic 12

63% of customers report that others' reviews influence their dining choices, emphasizing the power of online reputation

Statistic 13

58% of customers rate ease of ordering as the top factor affecting their satisfaction

Statistic 14

81% of QSR customers are more loyal to brands that proactively engage on social media

Statistic 15

67% of consumers state that real-time order tracking improves their overall experience

Statistic 16

39% of customers stop visiting a QSR after poor digital experience, showing the importance of tech usability

Statistic 17

77% of QSRs report that investing in employee engagement leads to better customer experiences

Statistic 18

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

Statistic 19

65% of QSR consumers prefer mobile ordering over in-store orders

Statistic 20

78% of customers say that friendly service is the most important aspect of a positive restaurant experience

Statistic 21

52% of QSR customers shop at multiple brands weekly, highlighting the importance of loyalty programs

Statistic 22

60% of QSR customers report that cleanliness influences their satisfaction levels

Statistic 23

76% of customers are likely to recommend a QSR after a positive experience

Statistic 24

85% of QSR customers prefer to receive order confirmations via app or text

Statistic 25

60% of customers expect quick and accurate order fulfillment

Statistic 26

48% of QSR consumers are willing to place more orders if they receive personalized offers

Statistic 27

64% of customers value consistency in service across different restaurant locations

Statistic 28

50% of customers prefer ordering via voice assistants in QSR settings

Statistic 29

82% of QSR consumers want transparency about ingredient sourcing and nutritional info

Statistic 30

74% of QSR brands say that digital loyalty programs help retain customers

Statistic 31

49% of customers use third-party delivery apps, influencing their restaurant choice

Statistic 32

53% of customers prefer eco-friendly packaging, affecting their loyalty choices

Statistic 33

66% of consumers prefer to place orders digitally rather than through traditional methods

Statistic 34

83% of customers are satisfied when mobile apps remember their preferences

Statistic 35

59% of QSR customers check reviews before choosing a restaurant, indicating the importance of reputation management

Statistic 36

85% of customers expect quick service during peak hours

Statistic 37

79% of customers are willing to participate in loyalty programs if rewards are attractive

Statistic 38

85% of consumers prefer restaurant brands with eco-friendly initiatives, enhancing customer loyalty

Statistic 39

68% of QSR consumers are more likely to revisit a brand that offers seamless mobile payment options

Statistic 40

65% of customers prefer quick service over ambiance, emphasizing speed in CX

Statistic 41

70% of QSR operators report investing in employee training for better customer service

Statistic 42

40% of customers leave a restaurant due to poor service, highlighting the importance of staff training

Statistic 43

80% of QSR restaurants use customer feedback data to improve service quality

Statistic 44

43% of customers cite wait times and speed of service as the top factors affecting their dining satisfaction

Statistic 45

62% of QSRs have seen improved order accuracy through staff training focused on customer service

Statistic 46

54% of QSR consumers prefer contactless payment methods

Statistic 47

58% of QSRs have implemented digital menus to enhance customer interaction

Statistic 48

65% of QSR customers prefer ordering via mobile apps rather than calling or in-store

Statistic 49

72% of restaurant chains measure customer satisfaction through digital surveys

Statistic 50

55% of QSRs are adopting AI chatbots to handle customer inquiries

Statistic 51

63% of QSR operators report increased revenue after implementing digital ordering platforms

Statistic 52

65% of QSR operators see digital transformation as key to future growth

Statistic 53

49% of QSR operators view digital engagement as essential for competitive advantage

Statistic 54

74% of QSRs plan to increase investment in customer experience technology over the next 2 years

Statistic 55

54% of QSRs have introduced AI-powered personalization to improve customer experience

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Key Highlights

86% of customers are willing to pay more for better customer experience in the QSR industry
70% of QSR customers consider order accuracy as a key factor in their overall experience
65% of QSR consumers prefer mobile ordering over in-store orders
78% of customers say that friendly service is the most important aspect of a positive restaurant experience
52% of QSR customers shop at multiple brands weekly, highlighting the importance of loyalty programs
45% of QSR customers expect a personalized experience based on their order history
60% of QSR customers report that cleanliness influences their satisfaction levels
89% of consumers say quick response times improve their dining experience
54% of QSR consumers prefer contactless payment methods
76% of customers are likely to recommend a QSR after a positive experience
58% of QSRs have implemented digital menus to enhance customer interaction
43% of customers say wait times impact their overall satisfaction significantly
70% of QSR operators report investing in employee training for better customer service

In today’s fiercely competitive QSR industry, delivering an exceptional customer experience has become the key driver of loyalty and profitability—evidenced by 86% of customers willing to pay more for better service and the rapid adoption of digital and personalized solutions shaping the future of quick-service dining.

Customer Experience and Engagement

70% of QSR customers consider order accuracy as a key factor in their overall experience
45% of QSR customers expect a personalized experience based on their order history
89% of consumers say quick response times improve their dining experience
43% of customers say wait times impact their overall satisfaction significantly
77% of customers say technology makes their restaurant experience more convenient
68% of customers say that quick issue resolution impacts their overall experience positively
70% of customers feel valued when their feedback is acknowledged and acted upon
72% of customers are more likely to revisit a QSR that personalizes their experience
46% of QSR industry leaders believe omnichannel strategies significantly improve customer experience
69% of QSR establishments report an increase in customer satisfaction after implementing self-service kiosks
75% of customers are more likely to return to a QSR that offers a seamless digital experience
63% of customers report that others' reviews influence their dining choices, emphasizing the power of online reputation
58% of customers rate ease of ordering as the top factor affecting their satisfaction
81% of QSR customers are more loyal to brands that proactively engage on social media
67% of consumers state that real-time order tracking improves their overall experience
39% of customers stop visiting a QSR after poor digital experience, showing the importance of tech usability
77% of QSRs report that investing in employee engagement leads to better customer experiences

Customer Experience and Engagement Interpretation

In the fast-paced world of Quick Service Restaurants, where 70% of customers demand perfect order accuracy and 75% crave seamless digital experiences, leveraging personalized service, swift responses, and innovative technology not only satisfies but also transforms occasional visitors into loyal advocates—proving that in the race to serve, those who listen, adapt, and engage digital and human channels alike win the most.

Customer Preferences and Loyalty

86% of customers are willing to pay more for better customer experience in the QSR industry
65% of QSR consumers prefer mobile ordering over in-store orders
78% of customers say that friendly service is the most important aspect of a positive restaurant experience
52% of QSR customers shop at multiple brands weekly, highlighting the importance of loyalty programs
60% of QSR customers report that cleanliness influences their satisfaction levels
76% of customers are likely to recommend a QSR after a positive experience
85% of QSR customers prefer to receive order confirmations via app or text
60% of customers expect quick and accurate order fulfillment
48% of QSR consumers are willing to place more orders if they receive personalized offers
64% of customers value consistency in service across different restaurant locations
50% of customers prefer ordering via voice assistants in QSR settings
82% of QSR consumers want transparency about ingredient sourcing and nutritional info
74% of QSR brands say that digital loyalty programs help retain customers
49% of customers use third-party delivery apps, influencing their restaurant choice
53% of customers prefer eco-friendly packaging, affecting their loyalty choices
66% of consumers prefer to place orders digitally rather than through traditional methods
83% of customers are satisfied when mobile apps remember their preferences
59% of QSR customers check reviews before choosing a restaurant, indicating the importance of reputation management
85% of customers expect quick service during peak hours
79% of customers are willing to participate in loyalty programs if rewards are attractive
85% of consumers prefer restaurant brands with eco-friendly initiatives, enhancing customer loyalty
68% of QSR consumers are more likely to revisit a brand that offers seamless mobile payment options
65% of customers prefer quick service over ambiance, emphasizing speed in CX

Customer Preferences and Loyalty Interpretation

In a fast-paced world where 86% of customers are ready to shell out more for superior experience, QSRs must swiftly serve friendly, personalized, and eco-conscious vibes—preferably via mobile—if they want loyal repeat customers who check reviews, trust in transparency, and expect speedy satisfaction during every order rush.

Service Quality and Operations

70% of QSR operators report investing in employee training for better customer service
40% of customers leave a restaurant due to poor service, highlighting the importance of staff training
80% of QSR restaurants use customer feedback data to improve service quality
43% of customers cite wait times and speed of service as the top factors affecting their dining satisfaction
62% of QSRs have seen improved order accuracy through staff training focused on customer service

Service Quality and Operations Interpretation

While 70% of QSRs are investing in employee training to enhance service, the fact that 40% of customers leave due to poor experiences underscores that no amount of data or training can substitute for a staff's grin—because in fast-food, speed and accuracy are the true customer kings.

Technology and Digital Transformation

54% of QSR consumers prefer contactless payment methods
58% of QSRs have implemented digital menus to enhance customer interaction
65% of QSR customers prefer ordering via mobile apps rather than calling or in-store
72% of restaurant chains measure customer satisfaction through digital surveys
55% of QSRs are adopting AI chatbots to handle customer inquiries
63% of QSR operators report increased revenue after implementing digital ordering platforms
65% of QSR operators see digital transformation as key to future growth
49% of QSR operators view digital engagement as essential for competitive advantage
74% of QSRs plan to increase investment in customer experience technology over the next 2 years
54% of QSRs have introduced AI-powered personalization to improve customer experience

Technology and Digital Transformation Interpretation

As the QSR industry fast-tracks into a digital-driven future, embracing contactless payments, AI personalization, and mobile ordering isn't just trendy—it's the recipe for staying ahead in a competitive landscape where 65% of customers prefer their burger orders just a tap away.