What Customers Expect from QSRs in 2025: Insights from Recent Studies

 As we step into 2025, the expectations of customers in the Quick Service Restaurant (QSR) industry are evolving at a rapid pace. With technology advancing, consumer behaviors shifting, and competition intensifying, it’s crucial for QSRs to adapt and meet these expectations to stay relevant and thrive.

Recent studies shed light on what customers will prioritize this year and beyond. If your QSR is to stay competitive, you need to understand these shifts in customer preferences. Let’s break down the key insights from these studies and offer actionable strategies to ensure your business aligns with these expectations.

1. Seamless Digital Experiences Are Essential

The digital shift isn’t just a trend—it's here to stay. Consumers are increasingly expecting QSRs to offer seamless, user-friendly digital experiences.

  • Online Ordering & Delivery: Studies show that nearly 70% of consumers now prefer ordering food online or via an app. This means QSRs must ensure their digital ordering platforms are intuitive, fast, and easy to navigate.
  • Self-Service Kiosks: In-store kiosks are growing in popularity. They streamline ordering and reduce wait times. Nearly 60% of customers prefer to order via kiosks in QSR settings for convenience and speed.

Action Items for QSRs:

  • Optimize your mobile app and website for faster, smoother transactions.
  • Integrate delivery platforms to ensure smooth service from app to kitchen to customer door.
  • Invest in self-service kiosks or enhance in-store tech to improve customer ordering speed.

2. Sustainability and Ethical Practices Matter

In 2025, customers care more than ever about the environmental and ethical practices of the brands they support. This is particularly important to younger generations, with Gen Z and Millennials driving much of the change.

  • Sustainable Sourcing: Over 65% of consumers say they prefer restaurants that use sustainably sourced ingredients and eco-friendly packaging.
  • Waste Reduction: QSRs need to address food waste, offering smaller portion sizes or upcycling food scraps where possible.
  • Plant-Based Options: Studies suggest that 45% of consumers are actively seeking plant-based meal options.

Action Items for QSRs:

  • Shift towards sustainable sourcing practices, from locally grown produce to eco-friendly packaging.
  • Introduce plant-based menu options that cater to the growing demand for healthier, sustainable choices.
  • Promote your sustainability initiatives to appeal to eco-conscious consumers.

3. Speed and Convenience Are Non-Negotiable

Speed and convenience have always been central to the QSR industry, but as customer expectations rise, they’re becoming even more critical.

  • Faster Service: Research reveals that 75% of customers expect their orders to be prepared and served in under 10 minutes.
  • Drive-Thru Experience: Drive-thru remains one of the fastest-growing service methods. More than 60% of customers use the drive-thru for its speed and ease.

Action Items for QSRs:

  • Invest in kitchen technology to streamline order processing and minimize wait times.
  • Optimize drive-thru lanes to keep them efficient and quick, particularly during peak hours.
  • Review staffing and training to ensure consistent speed without sacrificing quality.

4. Personalization and Customization Are Key

Today’s consumers want to feel that their dining experience is tailored to their individual preferences. Personalization not only enhances the customer experience but can also drive loyalty and sales.

  • Tailored Recommendations: 68% of customers are more likely to order when they receive personalized suggestions based on past orders or preferences.
  • Customizable Menus: Customers enjoy the ability to modify menu items to suit their tastes, dietary needs, or health goals.

Action Items for QSRs:

  • Leverage customer data to offer personalized promotions, discounts, and menu suggestions.
  • Provide flexible, customizable menu options to cater to different dietary needs, from low-carb to vegan.
  • Integrate AI or CRM tools to track customer preferences and suggest tailored offerings.

5. Health and Wellness Are Top Priorities

Consumers are becoming more health-conscious, and many are seeking healthier options when they eat out.

  • Health-Conscious Menu Items: According to recent data, 50% of consumers look for healthier alternatives when ordering from QSRs.
  • Transparency in Nutrition Information: 60% of customers expect nutritional information to be readily available on menu boards and online.

Action Items for QSRs:

  • Introduce healthy options, such as low-calorie meals, fresh salads, or grain bowls.
  • Provide clear and accessible nutrition information for all menu items, both in-store and online.
  • Promote healthier items to your customers through marketing campaigns or special offers.

6. A Strong Brand Purpose and Authenticity Are Essential

In 2025, consumers expect QSRs to stand for something more than just serving food. A strong brand purpose helps create a deeper connection with customers.

  • Brand Values: 72% of customers are more likely to engage with a brand that reflects their personal values.
  • Authenticity: Customers can spot inauthenticity a mile away. Authentic brands, those that live by their values and communicate openly, tend to garner more trust and loyalty.

Action Items for QSRs:

  • Define your brand’s values clearly and ensure they align with your customers’ expectations.
  • Be transparent about your sourcing, labor practices, and any charitable initiatives.
  • Share your story and communicate your brand purpose in marketing efforts and social media.

7. Engagement on Social Media and Digital Platforms

Customer expectations for engagement with brands are at an all-time high. In 2025, it’s not just about providing a service but also about fostering a relationship with your audience.

  • Interactive Content: 65% of customers enjoy interacting with brands through social media and expect real-time responses.
  • Influencer Collaborations: Collaborating with food influencers continues to be a strong way to reach new customers and create buzz.

Action Items for QSRs:

  • Use social media platforms to engage with customers, answer questions, and post real-time updates.
  • Partner with influencers who resonate with your target market to boost brand awareness and trust.
  • Foster an interactive community by asking for feedback and involving customers in product development.

Conclusion: Are You Ready for 2025?

The QSR landscape is changing, and understanding what customers expect in 2025 is crucial to staying competitive. From embracing technology to prioritizing sustainability and offering personalized experiences, QSRs need to innovate and adapt to meet these demands.

Want to navigate the shifting QSR landscape successfully? Reach out to me at Bill@PrecisionConsulting.US. Let’s discuss how we can work together to drive growth and ensure your business thrives in 2025 and beyond!

#PrecisionConsulting.US #QSR #CustomerExpectations #RestaurantGrowth #2025Trends #FoodIndustry #Innovation #Sustainability #CustomerEngagement

Comments

Post a Comment

Popular posts from this blog

What Do You See When You Drive Around Your Restaurant and Look at the Back Door?

  If It Isn’t Clean and Fresh… What Do You Think Customers Assume It Looks Like Inside? Walk around the outside of your restaurant. Now really look at it—especially the back door. Is it clean? Organized? Free of trash, stains, or clutter? Or is it rusted, littered, grimy, and forgotten? Because here’s the truth: Your back door tells a story—and not just to employees, vendors, or the health department. It tells your guests what they can’t see inside. In a world of social reviews, viral photos, and split-second judgments, first impressions are no longer made at the front counter—they’re made in the parking lot. Why the Back Door Matters More Than You Think Many restaurant leaders obsess over food cost percentages and drive-thru times—but miss a simple visual cue that speaks volumes about culture and cleanliness: ➡️ The condition of your back door. The back door is a mirror of your operation. If it’s neglected, dirty, or unsafe, it signals everything else behind it mig...
Read more

Are Your Purveyors Working for You — Or Just Taking Orders?

  In today’s competitive and margin-tight restaurant environment, strong partnerships aren’t just helpful — they’re essential. And yet, I’ve worked with countless operators who have no real relationship with their purveyors. No regular communication. No proactive outreach. No added value. Let me ask you: When was the last time your food distributor or vendor called you — not to pitch a product, but to genuinely ask how they can support your business? If the answer is “I don’t remember,” you might be doing business with the wrong partner. Your vendors should be more than just order-takers — they should be collaborators in your success. If they’re not reaching out, strategizing with you, or helping you drive profitability, then it’s time to ask yourself: What am I really getting out of this relationship? Why Vendor Relationships Matter More Than Ever In a post-pandemic, supply chain–shifting, inflation-sensitive marketplace, the right vendor can help you: Navigate volatil...
Read more

If You Have to Grow Profits by Cutting Labor…

  Go Ahead and Close Your Doors Now In a margin-conscious industry like ours, it’s tempting to look at your labor line on the P&L and see a “problem.” But when you start cutting shifts, shortening hours, or understaffing your busiest dayparts to “boost profitability,” you’re not solving a problem—you’re creating one. You can’t slash your way to sustainable growth. And if your business model only works when you have fewer people doing more with less… then you don’t have a business model. You have a ticking time bomb. In this article, I’ll walk you through: Why labor cuts backfire every time What your guests (and team) notice when you cut corners The real ROI of investing in labor Action steps to grow profits without compromising service How top-performing operators use staffing to drive revenue—not drain it 📩 If you’re stuck in the trap of cutting to survive instead of staffing to thrive, I can help. Email me directly at Bill@PrecisionConsulting.US and...
Read more