QSR Tech Friction Costs Restaurants Customers, Canopy Report Finds
Event summary
- 94% of U.S. adults now consider technology when choosing a QSR, up from 80% in 2025.
- 37% of customers have abandoned orders due to faulty technology.
- 29% of customers avoid restaurants or change ordering behavior because of tip prompts.
- Only 20% of kiosk users report flawless device performance.
- AI drive-thru exposure rose 60% YoY, but voice ordering accuracy remains inconsistent.
The big picture
As QSRs increasingly rely on technology to enhance speed and convenience, operational glitches are becoming a major liability. The sector faces a balancing act between rapid tech adoption and maintaining seamless customer experiences. McDonald’s leads in perceived tech excellence, but even top performers must address reliability gaps to sustain competitive advantage. The findings underscore the high stakes of tech-driven differentiation in an industry where minor friction can drive customers to competitors.
What we're watching
- Technology Reliability
- How QSRs will address persistent kiosk and AI drive-thru failures to prevent customer attrition.
- Customer Expectations
- Whether rising tech adoption will further narrow the margin for error in QSR operations.
- Loyalty Program Effectiveness
- The pace at which QSRs can resolve reward app issues to maintain customer engagement.