Results are in! Which restaurants dished up the best digital CX?
We hired a third-party firm to mystery shop 119 quick service and fast-casual restaurants to determine which brands are serving up digital experiences that NOW Customers crave.
Spoiler alert: The majority of restaurants in our study failed… And left customers hanging and hangry!
Simplr’s State of Digital CX in Quick Service Restaurants in 2022 report found:
- Only 24% of restaurants dished up 5-star digital experiences across all stages of the phone-to-table experience
- 37% of customer service inquiries took more than 48 hours to resolve
- 42% of companies did not offer anything when a customer complained of an order error
Ready to sink your teeth into even more findings? Get our report to see a list of 29 winning QSRs and their common ingredients for digital CX success.