[CX]
// The market in three numbers
60 per cent
of QSR guests prefer digital ordering by app or kiosk over the counter. Deloitte via QSR Web ↗
15 to 30 per cent
higher is the average ticket for digital orders, depending on the setup. Kiosk Industry ↗
13 to 31 per cent
commission is what an order through a delivery platform costs, depending on the model. Gastroinsider 2026 ↗
// Five situations from food service
Sentences we hear often. Perhaps yours too.
These five situations come up again and again in conversations with restaurant operators and chains. Every one of them can be solved. For each, we show you the lever we build, evidence that it holds, and what the topic means for everyone at the table.
01Make the app your best salesperson
02Strengthen direct orders
03Expand digital ordering channels
04Reward regulars systematically
05Bring guest and site data together
// 01 · Situation“Our app should sell. But it shows everyone the same menu.”
Situation
The app is live, the download numbers are fine, and still every guest orders like on day one: same menu, same promotions, same order. Yet the app has long known who picks up coffee in the morning and who orders for the family on Friday. It simply does not use it.
Lever
Personalisation in app and kiosk: menus, recommendations and promotions follow time of day, history and location. The regular sees their favourite first, the family orderer the right bundle. A ordering app becomes a salesperson.
Relevant for
CMOThe app is the only channel that knows every guest personally.
CEOThe market leader has personalised for years. The gap is a decision.
CDOOrder history is the most valuable data in food service, and the least used.
// 02 · Situation“The delivery platforms know our guests. We do not.”
Situation
The platform brings orders and keeps two things: a double-digit commission and the guest data. Anyone selling mainly through platforms pays margin for not knowing their own guests. The counterweight is your own channel.
Lever
Your own ordering channels on a par with the platforms: app and web ordering with saved favourites, a fast checkout and benefits that only apply directly. Platforms stay reach, the relationship starts with you.
Relevant for
CEOThe platform share decides who owns the guest relationship.
CFOEvery meal ordered directly saves double-digit points of distribution cost.
CDOPlatform data stays with the platform, direct data works for you.
// 03 · Situation“Digital ordering here only happens past the counter.”
Situation
Kiosk, app and web ordering are no longer future topics in this industry. They are revenue channels with a provably higher ticket: guests order calmly, see images, add the extra. Offering only the counter means selling below value.
Lever
Digital ordering channels that fit your operation: kiosks in the store, app and web ordering, cleanly connected to till and kitchen. One more ordering channel does not mean one more system when the integration is right.
Relevant for
CFOA higher ticket at the same frequency is the cleanest revenue lever in the industry.
CEO60 per cent of guests prefer digital. Your offer decides where they get it.
CIOThe bottleneck is rarely the frontend. It is the connection to till and kitchen.
// 04 · Situation“Our loyalty programme is a stamp card.”
Situation
Ten stamps, one free coffee. That rewards the people who come anyway and learns nothing about them. Modern programmes do the opposite. They recognise behaviour, reward deliberately and measurably lift frequency and ticket.
Lever
A loyalty system instead of a card: points, challenges and benefits driven by rules rather than a watering can, connected to app, kiosk and till. Every channel knows the status, every incentive fits the guest.
Relevant for
CMOA good programme is market research that pays for itself.
CFOTargeted incentives cost less than blanket promotions and last longer.
CEOAt top QSR chains half of all visits already run through loyalty. That is the new normal.
// 05 · Situation“Every site, every channel, its own numbers.”
Situation
The till counts receipts, the app counts orders, the platform keeps its data, and every site runs its own truth. Questions like “what is an app guest worth compared with a counter guest?” go unanswered. Yet questions like these decide the next investments.
Lever
A data foundation across channels and sites: orders, guest profiles and location data in one place, analysable by site, channel and campaign. Reports today, forecasts for staffing and assortment tomorrow.
Relevant for
CDOChannel and site data in one model is the basis of every honest location decision.
CIOTills, apps and platform exports need defined routes into one system, not three Excel truths.
CEOCompare sites and channels and you invest where it works.
// Stakeholder Briefing · Food Service & QSR
Five situations.
Five individual perspectives at the table.
Digital projects in food service rarely fail on the concept. They fail because stakeholders and decision-makers ask many different questions and need different answers. Our Stakeholder Briefing gives you all five perspectives on each of these situations. So you can not only propose the topic internally, but drive it and argue for it.
The briefing is unlocked.
Go to the Stakeholder Briefing// Stack
Technologies other operators rely on.
We are technology-agnostic. Which platform fits you is something we clarify in the first conversation.
[CX]
[LABS]
// Clients
Projects we speak from.
The five situations above come from projects, not from papers. We show a selection publicly and the rest in conversation.