Customer Tech Use in Restaurants: What Guests Expect

The First Brewery Powered by Generative AI

Generational differences and digital touchpoints that drive loyalty

At SA Corley Studio, we track the generational differences shaping loyalty: Gen Z expects seamless ordering, Baby Boomers still want a personal touch, and Millennials demand both. The common thread is trust — guests don’t reward gimmicks, they reward frictionless service. This Insight explores how customer-facing technology can either reinforce hospitality or erode it, and why aligning digital touchpoints with guest values is now a business essential.

Studio Perspective — Why It Matters

Experience parity is gone. Guests no longer compare you only to the restaurant across town — they compare you to Amazon’s one click, Netflix’s recommendations, and Apple’s seamless design. Restaurants can no longer treat digital tools as add-ons; they are now part of the guest’s baseline expectation.

Hospitality today is hybrid. The smartest operators let technology take care of the transactional layers — ordering, payment, accuracy — so that staff can spend more time creating memorable interactions. Tech doesn’t replace service; it frees humans to deliver it.

The deeper lesson: trust drives loyalty. If tech creates friction, fails, or feels gimmicky, guests won’t forgive it. But when it makes things easy, accurate, and reliable, they reward the brand with repeat visits and stronger word-of-mouth.

And increasingly, data is destiny. Every QR scan, pre-order, or mobile payment generates signals that can inform staffing, menu design, and promotions. Operators who treat digital touchpoints as insight engines, not just transactions, will lead the field.

Quick Snapshot

Generational differences: Gen Z & Millennials expect digital-first dining; Gen X is comfortable but less enthusiastic; Boomers remain cautious but open to tap-to-pay and digital menus.

  • Ordering & payments: 70% of adults open to advance ordering; 63% comfortable with smartphone apps; 65% willing to use table tablets.

  • Contactless payments: 62% of full-service diners would pay contactless; 57% would use digital wallets.

  • QR codes & kiosks: Over half of diners comfortable with QR menus and kiosks.

  • Delivery & takeout: 71% likely to use third-party delivery; 39% of QSR customers report tech improves their experience.

  • AI & automation: 16% of operators plan to invest in AI integration in 2024; more than half plan to automate more functions.

  • Comfort barriers: Only 45% are comfortable with voice-enabled ordering; fewer than 40% would accept drone or robot delivery.

The Bottom Line

Technology in restaurants is no longer a novelty — it’s the baseline for hospitality. Generational splits highlight why a one-size-fits-all approach fails: younger guests expect seamless digital flows, while older guests still value the human touch.

The operators who succeed will use digital to eliminate friction and free staff to deliver service where it matters most. Those who delay risk frustrating customers and eroding loyalty.

Start here: Audit your dine-in and off-premise touchpoints to ensure parity across generations, and add one digital upgrade where gaps exist.

Case Background

Brown Bacon AI’s Report on Restaurant Customer Use of Technology (2024)

The integration of technology in the restaurant industry has significantly transformed the dining experience. From online ordering to contactless payments, technology is reshaping how customers interact with restaurants. This report delves into the various ways customers are using technology in the restaurant industry, highlighting key statistics, trends, and implications for operators.

Conclusion of Report

The use of technology in restaurants is rapidly evolving, driven by demand for convenience, safety, and efficiency. Online ordering, contactless payments, QR codes, and kiosks are integral. Younger generations embrace these tools more readily, but acceptance is growing across all groups.

For restaurateurs, investing in the right technologies enhances satisfaction, streamlines operations, and provides a competitive edge. Balancing tech with human touch remains essential.

Generational Differences

·       Gen Z and Millennials: Far more likely to say tech facilitates a better overall experience (NRA). More likely to want more tech options in both QSR and FSR (QSR Magazine).

·       Gen X: Majority are comfortable with ordering and payments, but less so than younger generations (QSR).

·       Baby Boomers: Less likely to embrace tech, but open to digital menus and contactless payments (NRA).

 Online Ordering and Advance Ordering

·       70% of adults open to advance online ordering (NRA).

·       63% comfortable using a smartphone app (QSR).

·       65% of sit-down guests likely to use table tablets (QSR).

Implications: convenience, reduced wait times, and efficiency.

 

Contactless and Mobile Payments

·       62% of full-service consumers would use contactless (NRA).

·       57% would activate a digital wallet (QSR).

·       55% comfortable paying with an app (QSR).

Implications: safety, hygiene, speed, and convenience.

QR Codes and Kiosks

·       59% of full-service diners would use QR codes for menus (NRA).

·       52% of QSR diners would order via QR codes (QSR).

·       65% comfortable with kiosks (QSR).

Implications: digital menus and self-service convenience.

 

Delivery and Takeout Technology

·       71% likely to order delivery through third parties (NRA).

·       39% of QSR customers report tech improves experience (QSR).

Implications: convenience and customer retention.

 

AI and Automation

·       16% of operators plan AI investment in 2024 (NRA).

·       56% plan to automate more online; 48% plan to automate on-premise (QSR).

Implications: personalization, efficiency, and service quality.

Customer Comfort with Technology

·       45% less comfortable with voice-enabled ordering (NRA).

·       Fewer than 40% would accept drone/robot delivery (QSR).

Implications: barriers remain; gradual integration needed.