New HungerRush Data Uncovers Diners' Expectations from QSRs—Speed, Accuracy, and Personalization to Drive Loyalty

HOUSTON--(BUSINESS WIRE)--HungerRush, the leading cloud software provider for the restaurant industry, today released new insights from a consumer survey revealing how inflation, evolving consumer expectations, and technology preferences are reshaping the dining experience at quick-service and fast-casual restaurants (QSRs).

The data shows that while economic pressure is pushing diners to seek more affordable options, consumer expectations for digital convenience, accuracy, and personalized market engagement have never been higher. Brands that embrace technology to meet these needs are positioned to build loyalty and grow market share, even in a cost-conscious environment.

“This new data confirms what our restaurant partners are experiencing every day,” said Bill Mitchell, CEO at HungerRush. “Consumers are still dining out, but they’re more selective. Operators who use technology to reduce friction, personalize offers, and enhance speed of service will win both loyalty and repeat business.”

Key findings: Dining frequency remains high—but so do expectations

• 93% of consumers visit a QSR or fast-casual restaurant at least once per month, with 36% doing so 1–3 times and another 32% visiting 4–6 times a month.
• Despite high frequency, 40% of diners report eating out less often due to inflation, while 16% say they’re choosing QSRs more frequently to save money.
• When asked what drives them to choose QSRs, respondents cited:
  • Price (67%)
  • Convenience and location (51%)
  • Speed of service (48%)

The survey also found that diners expect more relevant communications from restaurants. 57% of respondents said they prefer personalized discounts based on order history, while just 34% prefer generic offers, and 40% want more use of tech for rewards and loyalty programs.

Tech as a differentiator: What drives guest satisfaction

While price remains critical, the survey shows that technology plays a major role in influencing where diners choose to eat and whether they return. The data found that 57% say mobile ordering apps have improved their dining experience. Additional findings include:

• 40% of consumers say technology has improved their experience through contactless payment options
• 69% of diners say real-time order updates are important, with 35% calling them very important
• 51% would use more technology if it provided faster service
• 40% would do so for rewards or loyalty perks

Balancing human interaction and digital convenience

Despite increasing their frequency at QSRs, diners reported frustrations as well. The top pain points for diners include long wait times (42%), followed by incorrect or missing items, and poor customer service. These frustrations can be felt due to disconnected systems or ongoing labor and staffing challenges, which can be reduced or eased by technology integrations.

While diners value tech enhancements, the top ordering method was still in-store with human staff (38%), followed by drive-thru (26%). This underscores the importance of blending high-touch service with operational efficiency, and not incorporating technology for the sake of having it; it needs to focus on improving the customer experience.

“Convenience without compromise is the new standard,” Mitchell added. “By equipping staff with the right tools and automating behind-the-scenes processes, restaurants can meet demand without sacrificing experience.”

To learn more about HungerRush, please visit the website.

Survey Methodology

The survey was commissioned by HungerRush and conducted by Dynata, the world's largest first-party data company. The survey was conducted in April 2025 among 1,000 U.S. consumers 18 years and older to understand the customer experience, micro and macro trends, consumer behaviors, and technology needs within the restaurant industry.

About HungerRush

HungerRush is a leading provider of integrated restaurant solutions that make it easier to delight guests, drive loyalty, and manage restaurants from anywhere. HungerRush 360, our flagship all-in-one cloud POS system, integrates digital ordering, delivery, customer engagement, restaurant management, and payment processing features with flexible software designed to give operators of all sizes more insight into their customers, more control over their operations, and more power to profitably grow their business. For more information, visit HungerRush.com.