2018 Restaurant Research Report

Restaurant Digital Crossroads: The Race to Meet Guest Expectations

Guests expect a frictionless dining experience that empowers them with relevant information and makes it convenient for them to operate on their own time and at their pace.  This requires restaurant operators to embed digital technology across the entire dining journey.

The Millennial and Gen-Z generations have the highest expectations for digital capabilities.

The report identifies significant gaps between what younger generations feel is extremely important and where retailers offer excellent execution:

Ease of ordering and payment – Guests expect the ordering and payment process to be easy and frictionless. 

  • 74% of guests feel it is extremely important
  • 45% of restaurant operators state they have excellent execution

WiFi availability – Guests expect fast and free WiFi in restaurants, especially where cell reception is limited.

  • 60% of guests feel it is extremely important
  • 44% of restaurant operators state they have excellent execution

Discounts and Promotions – Guests expect to receive digital discounts and promotions on their computer and mobile phones.

  • 60% of guests feel it is extremely important
  • 35% of restaurant operators state they have excellent execution

Download this report to see how your company compares to guest expectations and your competition.