While a focus on digital transformation is clearly the future for QSRs, not all customers will ever be “ready” for it. In-person assistance to assist digital progress In addition to mobile pay and order, more brands will begin integrating Apple Pay, Google Pay, and Samsung Pay, which consumers can use for both in-store and online payments. Completing a purchase through an app is one of the easiest ways to pay for a meal before picking it up, and we expect more QSRs will continue adopting this payment option.Ĭontactless payment is now part of what consumers need to feel safe. Flexible payment optionsĬontactless payment exploded in 2020, and consumers are becoming more comfortable in a cash-free environment. In 2021, we can expect more personalization based on guest preferences, current or previous order history, and more. Starbucks’ mobile app already offers hyper-personalized suggestions based on unique behavior and preference.Many suggestions QSRs already make around what to order are tailored to time of day, geographic location, etc. The more connected these digital touchpoints are, the more personalized an experience a QSR can provide. QSRs are building more advanced, connected data platforms that allow them to identify individual customers based on behavior, unique ID, etc. As digital leads the way for QSR brands into 2021 and beyond, the expectation for dining experiences tailored around personal preference will only continue to grow. More connected digital touchpointsĬonsumers expect hyper-personalized digital experiences.
These improvements will not only improve wait time for customers, but will allow QSRs to deliver their food in a more appealing way: hotter, customized, better presentation, etc. Expect new “smart kitchen” technology that alerts employees to prep orders when customers are nearby. McDonald’s’ new dual drive-thru focus for mobile orders.Dual drive-thrus will become more popular, with many QSRs offering dedicated drive-thru lanes or parking spots dedicated to mobile ordering.
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