67 Pct Of Restaurants’ Orders Come Via Phone Or Digital Channels

Restaurants have pivoted through the past year and a half of the pandemic to embrace customers’ shifting preferences about how they want to order and receive their food. The move – to digital channels, phone ordering, apps and enhanced websites – has been a hallmark for both QSRs and full-service restaurants.

In one recent edition of the Restaurant Readiness Tracker, done in collaboration between PYMNTS and Paytronix, responses across more than 500 restaurant managers showed that 70 percent of firms think 2021 revenues will be higher than 2019. And in part, that growth has been spurred by the fact that so many people have moved toward ordering online or via voice – for delivery and takeout.

See more: Restaurant Readiness Tracker

For the firms that see 2021 revenues surging over 2019 levels, 42 percent of orders came over digital channels, while phone orders represented another 30 percent.

The customers have provided some roadmap as to how they would boost their spending if certain features were offered.  More than 16 percent of respondents said they would spend more on food items if loyalty and rewards programs were offered.

The operators themselves are cognizant that mobile means business, literally. More than 55 percent of respondents said that the ability to pay online will be important in measuring success, as determined in April, up from 44 percent in September. Nearly half of those queried said the same thing about picking up orders without standing in line.

By and large, the majority of restaurants have fine-tooled their operations to offer a broad range of select features to accommodate their customers’ wishes.  Just under 69 percent of restaurants said they offer the ability to order using a mobile app; the same tally offers the ability to pay using digital wallets. More than 55 percent have given their consumers the ability to pick up orders curbside.

See more: Restaurant Readiness Tracker