Restaurant loyalty falls as diners prioritise experience – report

Diner loyalty to edifice brands is declining arsenic customers spot much value connected wide experience, according to Tillster’s 2026 Phygital Index Report.

Based connected a survey of 2,144 diners successful the US, the survey recovered that 45% of respondents said their favourite edifice had changed successful the past year. The fig represents a steep emergence from 2025, erstwhile astir one-third of the diners reported specified a change.

The probe suggests that economical pressures are besides influencing however radical devour out. According to the report, astir 69% of diners person either reduced oregon kept their dining-out budgets unchanged, starring them to beryllium much selective astir erstwhile and wherever they take to sojourn restaurants.

While outgo remains portion of the decision, respondents said experience-related factors present play a larger role. Food prime (45%), convenience (44%) and velocity (34%) were identified arsenic the 3 main considerations erstwhile deciding wherever to dine.

The study besides notes a spread betwixt what diners prioritise and however galore edifice brands are presently pursuing maturation and loyalty.

According to the findings, consumers are shifting immoderate of their spending distant from restaurants and towards convenience stores and market outlets, contributing to a much fragmented foodservice market.

Despite accrued concern successful loyalty programmes, the study says restitution with these schemes has declined. Around 28% of the respondents expressed their dissatisfaction with the loyalty programmes they beryllium to, up from 15% successful 2025.

The survey besides recovered that diners present expect seamless and personalised interactions crossed each channels.

Tillster CEO Perse Faily said: “The findings from this year’s study constituent to a cardinal displacement successful the manufacture that we’re calling Restaurant 2.0.

“As consumers spot greater accent connected acquisition implicit price, brands person to determination distant from the ‘tech for tech’s sake’ mindset they’re operating successful today.

“Restaurant 2.0 is defined by the quality to present seamless, accordant experiences crossed each carnal and integer touchpoint, but operators inactive deficiency the interconnective systems to genuinely run astatine the level diners expect.”

Tillster provides unified commerce solutions for QSR and fast-casual brands, with companies specified arsenic Burger King, Baskin-Robbins, Popeye’s and Porto’s among its lawsuit base.

"Restaurant loyalty falls arsenic diners prioritise acquisition – report" was primitively created and published by Verdict Food Service, a GlobalData owned brand.

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