A new survey by HungerRush has revealed that brands that adopt technology to meet consumer needs are positioned to build loyalty and increase market share, even in a cost-conscious environment.
The survey illustrates the evolving landscape of dining habits at quick-service and fast-casual restaurants (QSRs).
The survey indicates that while diners are feeling the pinch of inflation, their expectations for digital engagement and personalised service are at an all-time high.
HungerRush CEO Bill Mitchell stated: “This new data confirms what our restaurant partners are experiencing every day.
“Consumers are still dining out, but they’re more selective. Operators who use technology to reduce friction, personalise offers, and enhance speed of service will win both loyalty and repeat business.”
Key findings from the survey reveal that 93% of consumers visit a QSR or fast-casual restaurant at least once a month. Despite this high frequency, 40% are dining out less often due to inflation, while 16% are turning to QSRs more frequently as a cost-saving measure.
The main factors influencing their choice of QSRs include price (67%), convenience and location (51%), and speed of service (48%).
The survey also uncovered a strong preference for more tailored communications from restaurants.
57% of respondents expressed a desire for personalised discounts based on their order history, compared to 34% who prefer generic offers. 40% of consumers are interested in increased use of technology for rewards and loyalty programmes.
While price sensitivity remains a concern, the survey indicates that technology significantly influences dining decisions and repeat visits. 57% of diners report that mobile ordering apps have enhanced their dining experience.
Other technological improvements valued by consumers include contactless payment options (40%), real-time order updates (69%) and faster service through technology (51%).
40% of respondents were inclined towards ordering from restaurants offering rewards or loyalty perks.
Despite the inclination towards digital solutions, the survey also points to the importance of human interaction.
The most popular ordering method remains in-store with human staff (38%), followed by drive-through (26%), highlighting that a balance between personal service and digital efficiency is crucial.
The survey's findings also address customer pain points such as long wait times (42%), incorrect or missing items, and poor customer service. These issues can often be attributed to disconnected systems or labour challenges, which can be mitigated through integrated technology solutions.
Mitchell added: “Convenience without compromise is the new standard. By equipping staff with the right tools and automating behind-the-scenes processes, restaurants can meet demand without sacrificing experience.”
In May 2025, HungerRush announced the integration of the Grubhub Marketplace with its POS system. This integration allows restaurants to manage Grubhub orders directly through the HungerRush POS platform, adding to existing partnerships with DoorDash and Uber Eats.
