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Restaurants and C-Stores Enter a ‘New Normal’ of Digital Ordering
May 05, 2022
- 33%: Orders are digital
- 55%: Digital orders were for takeout
- 8%: Average tip paid by a delivery customer
Newton, Mass., and Las Vegas, NV – Food on Demand Conference – May 5, 2022
Paytronix Systems, Inc. published the Paytronix Order & Delivery Report 2022, which finds that digital orders have greatly risen.
While in-store sales are down, digital orders are 113% of pre-pandemic levels.
Guests want to order digitally. The Paytronix Order & Delivery Report 2022 gives tips for restaurants and c-stores to use.
Download the report, Paytronix Order & Delivery Report 2022
“Our ‘New Normal’ means the digital guest experience is no longer secondary to the physical experience, it’s front and center and marks one of the biggest changes I’ve seen in 20 years working with brands,” said Andrew Robbins, CEO of Paytronix.
“The opportunity for brands to use artificial intelligence to make experiences more personalized is huge. Learning directly from guests, presenting them with recommendations that resonate and instantly responding to their feedback with a personalized message from the store manager, is elevating brands that rely on their ability to connect with their guests.”
What the Report Found
Report findings include:
Rise in Takeout Orders
While delivery was king before the pandemic, takeout orders are now on top. Takeout went from 35% of orders in January 2020 to a majority in 2022.
Third-Party Delivery Is Here to Stay
Third-party services are still important. Restaurants and c-stores need to use third-party options.
Delivery Customers are Different
For much of 2021, the average delivery tip was 12.5% of the subtotal, more than double takeout order tips. And 2021 takeout orders included a tip just 37% of the time compared to nearly 73% of delivery orders. Delivery customers are also more loyal, with 31% of orders coming from repeat customers.
Customer Feedback
Saving a guest relationship pays off. Paytronix data shows that issuing a coupon costs a restaurant $2.30 on average, but results in a $9.20 lift in that customer's lifetime value. That 4x ROI means a timely guest recovery strategy is a must-have.
AI Is Key to Gauging Customer Sentiment
Fifteen percent of reviews with a rating of 4.5 or better actually have a negative sentiment and could benefit from action, while 3-star reviews most frequently contain negative sentiment.
Read the 2022 Paytronix Order & Delivery Report
Paytronix Systems, Inc.
Based in Newton, MA, Paytronix helps with CXM for restaurants and c-stores.
Paytronix helps 1,800 brands improve guest experiences. It uses AI to help get your more customers.
For more info, visit www.paytronix.com.
# # #
Media Contact:
Chuck Tanowitz
Paytronix Systems, Inc.
ctanowitz@paytronix.com
617-871-2319
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