New Survey Findings Confirm the Digital Lag between Guest Expectations and Current Restaurant Technology

The team at BRP is excited to have sponsored (along with our parent company Windstream Enterprise) a new report titled The Restaurant Digital Crossroads:  The Race to Meet Guest Expectations.  The report was produced by Incisiv and details the research survey findings from 1,225 restaurant guests and 60 restaurant executives.  The central message derived from the findings was crystal clear to all of us – rapidly evolving guest expectations and digital technologies are driving a major transformation across the whole of the restaurant industry.

Looking deeper into the themes the survey data told us, as guest expectations continue to rise, restaurants must transform their business with new, digital-enabling technologies to make the dining experience more seamless and frictionless – period. Unfortunately, many restaurant brands and franchisees (and you know who you are) have a long way to go to catch up to guest expectations. The good news is that restaurants (both brand owners and their franchisees) are increasingly aware of the gap the report calls out, and their short and long-term future plans include enhancements to key areas that guests deem important for a great experience, including easing the of ordering and payment process, adding or improving guest WiFi availability, and mobile POS capability.

Restaurant guests expect (make that demand) a frictionless dining experience that empowers them with relevant, helpful information, all while making it MORE convenient for them to operate on their own time and at their pace.  This requires restaurant operators to embed a broader spectrum of digital technology across the entire dining journey.

As you would expect, the Millennial and Gen-Z consumer demographics have the highest expectations for digital capabilities. The report identifies significant gaps between what younger generations feel is extremely important and what current capabilities many restaurant operators have in place.  Specific examples of this gap from the Incisiv/BRP survey findings include:

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 this capability is operating excellently

Guest 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 this capability is operating excellently

Discounts and promotions – Guests expect to receive digital discounts and promotions on any platform they choose, especially their mobile devices.

  • 60% of guests feel it is extremely important
  • 35% of restaurant operators state this capability is operating excellently

There is a lot more data and strategic insight behind the excellent work Incisiv did on behalf of BRP and Windstream Enterprise.  I encourage you to download and read through the entire Restaurant Digital Crossroads: The Race to Meet Guest Expectations survey findings report:

Download Now

As always, I appreciate your opinions – both on the insight from the report and across the broader restaurant and hospitality space.  Please share your thoughts and opinions below.


Scott Langdoc

Scott Langdoc has 28 years of management and technology experience, including as a retail and hospitality IT executive, store systems vendor technology leader, industry strategy consultant, and global market research analyst. Scott has held retail and non-retail CIO positions, including Raley’s Supermarkets, PDQuick, and USCS International. He was CTO at retail vendors Fujitsu Retail and ParTech, Inc. He ran the retail industry practices at AMR Research (acquired by Gartner) and founded both IDC’s global retail practice and the strategic consultancy firm RetailCENTRIC. He specializes in strategic planning, cloud transitions, N-channel technology architectures, customer-facing systems, food safety, and consumer engagement.

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