Flipping the Burger with Your Smartphone: a New Report from PSFK on how the Food Service Sector is Investing in Perfect Delivery to Satisfy Personal Taste

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Trends research and consumer poll show diners are now expecting the cafes and restaurants to provide tech-enabled customer experience and how some companies like Domino's and Sonic are responding.

PSFK Food Service Debrief

As consumer expectations for speed and service continue to rise, food service operators must embrace technology in order to offer a truly seamless experience that set them apart from the competition.

A new survey of trends in the food-service sector finds that consumers are now expecting the cafes and restaurants to provide customer experience like the companies they know in the on-demand service economy such as Uber and Airbnb. The Food Service Debrief from PSFK also shows that some of the industry leaders - including Domino's - are responding to trends to provide perfect delivery of their products in ways that meet their customers’ personal tastes.

Business intelligence platform PSFK found that there are key trends driving the fast casual dining experience. Those trends include:

Dynamic Menus: Developing responsive ordering platforms that analyze data like guest preferences, trending items and current weather or time of day to provide relevant in-the-moment recommendations.

Elevated Environments: Improving the dine-in experience with elevated store design, service and amenities that encourage guests to treat the space as a place to hang out, socialize and work, shifting the mindset from speed and efficiency to comfort and hospitality.

In addition to the trends research, by working with polling partner Suzy, the research companies surveyed fast-casual diners and found the following consumer insights that tapped into the trends:

  • People want their food anyway, anyhow: 78% of consumers say it is important or extremely important that restaurants offer multiple ways for them to order. 35% of consumers say their preferred mode of ordering is via mobile app.
  • They want their options designed just for them: 79% of consumers would be interested or extremely interested in receiving personalized menu recommendations based on their past orders or current context, such as time of day.
  • Folks want options to get their food delivered where they hang out socially: 71% of consumers are interested or extremely interested in ordering from a restaurant that can deliver to a location outside of home or work.
  • They’ll trust a restaurant with their personal data - as long as they get better service - 84% of consumers are somewhat or very willing to share their personal data, such as order history, in exchange for a better experience.

PSFK Founder and President Piers Fawkes says, “As consumer expectations for speed and service continue to rise, food service operators must embrace technology in order to offer a truly seamless experience that set them apart from the competition. Six trends emerged from our research and highlight the innovative ways that restaurants can implement digital technologies into their operations in order to create a new customer experience that is at once dynamic, efficient and hospitable.“

The Food Service Debrief report was published June 18, 2007 and is available here: http://www.psfk.com/report/food-service-debrief - a review copy for the press is available on request.

A video of the report being presented by PSFK researchers Penn Whaling and Scott Lachut can be found on YouTube here: https://www.youtube.com/watch?v=D9acfM7QTak&feature=youtu.be

About PSFK
PSFK is a New York City based syndicated research service founded in 2004. Brands, retailers and their service partners subscribe to the service to access reports and gain insight into innovation in retail and along the customer experience journey. Members include Coca-Cola, Facebook, Google, Target and Walmart.
 
For more on PSFK and its membership offering visit: http://www.psfk.com/membership
 
Contact: Guy Brighton
PSFK
press(at)psfk.com
646 520 4672
Related Links
https://www.psfk.com
 
PSFK, 536 Broadway, 11th Floor, NYC NY 10012

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PSFK
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