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

Online Ordering and Payment Features That Help Restaurants Deliver Seamless Experiences

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The 2022 Restaurant Friction Index, a PYMNTS and Paytronix collaboration, provides an insider’s look into how restaurants plan to use digital innovation to boost customer engagement strategies and drive sales. We surveyed a panel of 501 managers from restaurants across the United States in September about the ordering, payment and fulfillment features their businesses offer and the innovations in which they plan to invest for a glimpse into their innovation strategies.


  • 41% of average restaurant’s sales come through digital channels, 32% on-premises, and 26% via phone.  
  • Restaurants charge 24% more for items on aggregators than on their own websites. 
  • The average restaurant prices items 3.8% lower for members ordering through loyalty program channels than for customers ordering on its website.
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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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