Our Annual Online Ordering Report Is Now Available - Download Here!

The Digital Divide: Minding the Loyalty Gap

DD Mind The Loyalty Gap

The Digital Divide Report: Minding The Loyalty Gap, a PYMNTS and Paytronix collaboration, reveals loyalty programs’ impact on customer engagement levels and analyzes how restaurants and food brands can use the programs to build and retain audiences. The report presents findings on shopping behaviors taken from a United States Census–balanced survey of 2,414 participants conducted between Nov. 11 and Nov. 16.


  • 64% of customers use loyalty programs at multiple restaurants from which they frequently purchase
  • 34% of restaurant customers say food pickup and ordering improvements will boost their loyalty
  • 50% of table-service restaurant patrons interact with loyalty programs via mobile app
OO Report 2023 Hero
Explore how digital ordering has evolved in the new 2023 Online Ordering Report
Full of valuable insights for any brand with an online presence, the 2023 Online Ordering Report explores industry trends across the digital landscape, with a focus on sales, guest experience, fulfillment methods and guest retention. Key trends analyzed include:
  • 30.7% digital orders as a percentage of total orders 
  • 11.3% average increase in digital order price 
  • 35% percent more loyalty members on average use first-party ordering vs. third-party ordering

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