By Gavriel Shohet - 5.8.2024
The latest “2024 State of the Industry: Future of In-Restaurant Dining” report, produced by Incisiv in partnership with Toshiba Global Commerce Solutions, examines the shifting dynamics and emerging trends within the restaurant sector.
According to the report, technology such as interactive digital menus, in-restaurant mobile apps, and augmented reality experiences are playing a vital role in empowering restaurants to stay relevant and meet the evolving needs and expectations of diners.
Key highlights from the study include:
- Digital Technology Simplifying Group Dining: Group meals are being reimagined with digital technology to enhance enjoyable dining experiences and remove logistical hurdles. Only 13% of restaurants offer digital experiences to simplify group dining, such as easily splitting bills or streamlined ordering.
- Third-Party Delivery Platforms Dominate, but Direct Relationships are Underdeveloped: While 77% of restaurants utilize delivery platforms to expand their customer base, an astonishingly low 8% have successfully integrated their loyalty programs with these services, meaning there is a significant opportunity for restaurants to connect on a deeper level with repeat guests.
- Unified Technology and Fast Service are Elevating Dining Experiences: To ensure a seamless flow from the kitchen to the table, 38% of restaurants are implementing POS systems that can handle in-store and online orders to streamline operations.
- Innovations in Operational Strategy Critical for Addressing Digital and Traditional Dining Demands: As restaurants strive to cater to both digital orders and in-restaurant diners, 57% have shown capability in managing multiple order types. Nevertheless, the integration of POS systems that equally support in-store and online orders stands at 38%, emphasizing the need for continued innovation in seamless operational integration.
- Rapid Prototyping and AI Adoption Highlight Innovation Urgency Amidst Infrastructure Challenges: Despite 79% of restaurants prioritizing new dining experience prototyping, satisfaction with their technological infrastructure is notably low, at just 22%. This highlights a pressing need for enhanced, adaptable technology solutions to support ongoing innovation and efficiency improvements.
The report (available for download) surveyed 127 restaurant executives across the U.S. and Canada and outlines how restaurants use integrated technology solutions to enhance customer experiences and connections.
