The pandemic has expedited technological innovations for the restaurant industry, including in the drive thru. Tools that once seemed like future fantasies—like mobile ordering and AI—are suddenly becoming commonplace.
Mobile ordering, in particular, has completely changed the relationship between the customer and the restaurant brand, especially during the pandemic. But not everybody is whole-heartedly embracing mobile solutions for off-premises dining.
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Which ordering models will take on added frequency? Which are considered most accurate?
Here’s what consumers think about these opportunities in general, and how much they anticipate using mobile ordering solutions to fulfill their quick-service purchases, from QSR’s® 2020 Drive-Thru Study.
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Methodology: The FoodserviceResults team conducted a comprehensive, nationally representative survey of drive-thru consumers in the U.S. using an online survey sample. Participants in the research were screened for frequency of use as well as numerous demographic characteristics in order to ensure that the respondent base was reflective of the U.S. drive-thru market. Leveraging insights from numerous industry experts, the finalized survey was completed among 1,007 drive-thru consumers during fieldwork. To ensure a relevant respondent base was achieved, all participants were screened to include those who had at least one drive-thru occasion in the last 30 days. An extensive cross tabulation of the respondent sample data was conducted in order to identify major trends, demographic/behavioral themes, and other nuances in the data.
