QSR Diners Are Still Showing Up—but They’re Demanding More

Despite inflation tightening wallets, Americans aren’t ditching fast food—they’re just becoming choosier. According to new consumer survey data from restaurant tech provider HungerRush, 93% of U.S. consumers still visit a quick-service or fast-casual restaurant at least once per month. But their expectations? They’re evolving fast—and tech is at the center of it.

In an industry long defined by low margins and high competition, QSR operators are now navigating a complex landscape where price, speed, and personalization must align. And according to HungerRush CEO Bill Mitchell, restaurants that strike this balance with smart technology will earn more than just short-term gains—they’ll build loyalty in an increasingly selective customer base.

“Consumers are still dining out, but they’re more selective,” Mitchell said. “Operators who use technology to reduce friction, personalize offers, and enhance speed of service will win both loyalty and repeat business.”

Tech and Value Go Hand-in-Hand for Today’s Diners

While affordability remains king—67% of respondents said price was the top driver for choosing a restaurant—it’s not the only factor influencing decisions. Convenience (51%) and speed (48%) also top the list. Notably, 16% of consumers say they’ve increased their QSR visits specifically to cut costs, opting for value menus over pricier sit-down meals.

But diners are also looking for smarter interactions. Over half (57%) said they prefer personalized discounts based on their order history, while only 34% said they’re satisfied with generic offers. Tech-savvy loyalty programs and real-time order updates are no longer perks—they’re expected.

• 57% of diners say mobile apps have improved their experience.

• 69% value real-time order updates—35% call them “very important.”

• 51% would use more tech if it meant faster service.

• 40% would do so for better loyalty rewards.

Pain Points Still Persist—and Tech May Be the Fix

Yet even as digital ordering rises, diners aren’t giving up on human interaction. In-store ordering (38%) remains the top channel, followed by drive-thru (26%). The implication? Technology should enhance—not replace—staffed service.

That’s particularly important when addressing customer frustrations. The top complaints—long wait times, incorrect orders, and poor service—are often tied to labor shortages and disconnected systems. Strategic tech integrations, Mitchell argues, can fill the gap without eliminating the human element.

“Convenience without compromise is the new standard,” he said. “By equipping staff with the right tools and automating behind-the-scenes processes, restaurants can meet demand without sacrificing experience.”

The Bigger Picture: QSRs Are a Bellwether for Retail Tech Adoption

The insights from HungerRush's April 2025 survey, conducted by Dynata, aren’t just useful for restaurants. They reflect a broader consumer mindset now permeating retail and hospitality: personalization, seamless tech, and real-time responsiveness aren’t optional anymore—they’re table stakes.

For QSRs, the challenge lies in maintaining affordability while investing in tech-enabled convenience. Those who succeed won’t just survive a high-inflation economy—they’ll define what modern dining looks like.

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