Survey: 94% of Consumers Say Technology Influences Their QSR Choice
Canopy's 2026 Restaurant Tech Report, based on a national survey of 1,007 U.S. adults, finds 94% of consumers now factor technology into where they dine, up sharply from 80% in 2025. More than a third (37%) abandoned an order entirely due to malfunctioning technology, and 29% changed their ordering method, switched to a competitor, or walked out when confronted with an unexpected digital tip prompt. McDonald's was named the top QSR tech experience provider for a second consecutive year (34%), with Chick-fil-A and Taco Bell rounding out the top three. Only 20% of kiosk users said self-service kiosks work seamlessly every time, unchanged from 2025; consumer exposure to AI drive-thru voice ord…
Impact and considerations
For restaurant and hospitality operators, digital channels now drive revenue, but tech failures translate directly into lost sales and diminished loyalty. Automation can raise throughput and cut labor costs, yet its financial return depends heavily on uptime and frictionless execution.
Key points
- 94% of U.S. consumers say technology influences where they dine, up from 80% in the 2025 survey.
- 37% of respondents reported abandoning an order entirely because of malfunctioning technology.
- 29% changed their ordering method, switched to a competitor, or walked out without ordering after an unexpected digital tip prompt.
- McDonald's was named the top QSR tech experience provider for a second consecutive year (34%), with Chick-fil-A and Taco Bell rounding out the top three.
- Only 20% of users said self-service kiosks work seamlessly every time, unchanged from 2025.
- Consumer exposure to AI drive-thru voice ordering rose 60% year over year, from 15% to 24%.
- Nearly half (49%) of QSR app users experienced loyalty points failing to register or expiring without prior notification.
Sources and time
- Primary source
- Hospitality Technology
- Other sources
- 0
- First source publication
- 24 Sept 2026, 05:02
- Page published
- 24 Sept 2026, 05:52
- Last updated
- 24 Sept 2026, 05:02
- Original links
- Hospitality Technology：Research: 94% of Customers Say Technology Influences Which Quick-Service Restaurant They Eat At (opens in a new tab)Primary source · en · Published 24 Sept 2026, 05:02