operationsHospitality Technology··1 min·For: GM, Owner, F&B, Ops
QSR Service Is Getting Faster But Less Hospitable
A new Intouch Insight report finds that while QSR service times have improved by a full minute, brand loyalty is at risk due to a decline in staff friendliness and human engagement.
Key Takeaways
- 1Balance operational speed with human engagement to avoid a 'transactional gap' where efficiency feels cold to guests.
- 2Focus on staff friendliness and greetings, as neutral service drops satisfaction scores from nearly 99% to roughly 87%.
- 3Manage the perception of wait times through engagement; guests report lower satisfaction when they feel ignored, even if actual service times are fast.
Source: Hospitality Technology
Keep reading
Our reporting
More in operations