Consumers are feeling the impact of macroeconomic pressures, and it’s shaping their spending. According to Tillster’s survey of 1,500 U.S.-based quick-service and fast-casual diners, while 49% say they’ve cut back on their dining-out budgets, they aren’t stepping away entirely. Instead, they’re scrutinizing every aspect of the dining experience to determine its value.

 

“Value” is dominating headlines, but understanding what it means to a consumer sets a brand apart. While 59% still rank price as the top factor, food quality and order accuracy make the top three. Guests are looking for consistency, control, and are craving an experience that feels tailored to how they order, what they like, and how they want to engage. Brands that will win are those that evolve experiences, both physical and digital, to meet expectations.

 

Technology is a powerful way to meet these consumer needs while boosting revenue. For example, self-service technology is rising in popularity as it gives guests the control and customizability they crave – 61% of kiosk users say they want more kiosks, a 36% increase from 2023. 

 

That growing demand reflects how well kiosks can support a more personalized and rewarding experience. They offer loyalty integration, allowing guests to redeem rewards or use of personalized offers shaped by their preferences and order history across devices. 

 

Interfaces can also adapt based on factors like the day of the week, time of day, menu item availability, and even a specific store’s customer profile. What’s popular on Tuesday at 10 a.m. in Boston typically differs for that same brand location in Las Vegas. In any case, kiosks help guests feel more in control of the ordering process, providing an order flow that feels more natural to them, and ultimately winning them over with a better experience.

 

Kiosks are a win for operators, too. They create more opportunities to drive higher check sizes through targeted upsells and thoughtful merchandising. In fact, 76% of kiosk users say they end up ordering more than they intended.  And that effect is even stronger when kiosks leverage the right data, tailoring offers to what matters most in the moment.

 

Beyond kiosks, all brand touchpoints must work together to deliver a consistent experience, especially important as most modern QSRs operate both in-person and online. If the mobile app, online, and in-store experience don’t match, customers not only notice: they care. According to our research, 89% of consumers say inconsistent experiences across locations of the same chain are frustrating, and more than half say it makes them less likely to return. Ensuring the tech stack works together and viewing it as a pivotal part of the guest experience will be the difference between securing guest loyalty and losing it to a competitor. 

 

As consumer expectations evolve, QSRs must evolve alongside them. Whether it’s through more intuitive ordering or consistent digital touchpoints, creating experiences that are thoughtfully designed are what consumers find most valuable.

 

Ready to uplevel your restaurant experience? Come visit Tillster at booth RTE122 to learn more!