4 signals your program needs a revamp 

Online Ordering and Payment Features That Help Restaurants Deliver Seamless Experiences

RRI Feb 2022 Cover (1) (1)

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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