Incisiv recently examined the digital performance of 50 limited-service restaurant chains across four categories: ordering, fulfillment, discovery, and customer engagement. (Related: 9 Restaurant Chains That Closed Hundreds of Locations This Summer.) Digital ordering focuses primarily on two areas, which include customization options and recommendations, as well as payment options. Roughly 62% of U.S. guests have switched brands in the past year due to poor customer service. As stated in the report, "Restaurant chains should look to offer streamlined menu options that highlight time-sensitive promotions, best-sellers, recommendations, and preparation details."

Source: The Nation November 23, 2020 21:56 UTC