To win today’s diners, you need more visibility into the customer journey
Today’s diners don’t think in channels—they move seamlessly from delivery to pickup to dine-in, often with the same restaurant. This report reveals the restaurant trends driving discovery, conversion and repeat business across the entire customer journey.
AI is taking a bite out of discovery & booking
As diners turn to AI to find restaurants and book tables, it’s creating a new opportunity for operators to capture demand, bookings and revenue.
Customers move between channels, does your data?
The same guest is ordering delivery and dining in, but disconnected tech makes it hard to track behavior, capture data and drive more revenue.
Your biggest upsell isn't the food, it's how you make diners feel
When diners feel recognized through personalized touches, recommendations, and remembered preferences, they visit more often and spend more when they do.
AI is taking a bite out of discovery & booking
As diners turn to AI to find restaurants and book tables, it’s creating a new opportunity for operators to capture demand, bookings and revenue.
Customers move between channels, does your data?
The same guest is ordering delivery and dining in, but disconnected tech makes it hard to track behavior, capture data and drive more revenue.
Your biggest upsell isn't the food, it's how you make diners feel
When diners feel recognized through personalized touches, recommendations, and remembered preferences, they visit more often and spend more when they do.
TREND ONE
AI is the next wave of discovery and booking
From search to reservations, diners are turning to AI to find restaurants and secure tables, creating new opportunities to capture high-intent demand.
AI search takes a bite out of discovery
22% of consumers now use AI to discover restaurants, to search for something new or nearby. 41% of AI recommendations come from listing platforms like DoorDash, followed by restaurant websites.*
Reservations start with a call, but AI is answering
64% of diners still call to book reservations, yet 40% of those calls go unanswered.* Meanwhile, 74% of diners are open to AI handling reservations, creating a clear opportunity to capture more demand.
TREND TWO
Your menu is your most powerful conversion tool
60% of diners say the menu influences where they book through reservation apps, and 87% of consumers have chosen what to eat on a delivery app based on seeing an appealing photo or video of a menu item. On DoorDash, reaching at least 50% menu photo coverage can increase sales by 13% on average.**
What consumers say would make menus easier to navigate
TREND THREE
The lines between delivery and dine-in are disappearing
Connected experiences and channels are becoming essential to driving more loyalty, revenue and growth.
Cross-channel opportunities and challenges
OF CONSUMERS SAY A DINE-IN VISIT LATER LED THEM TO ORDER DELIVERY AT THE SAME RESTAURANT
OF CONSUMERS SAY ORDERING DELIVERY LATER LED THEM TO DINE-IN AT THE SAME RESTAURANT
OF CONSUMERS WOULD USE A LOYALTY PROGRAM SPANNING RESERVATIONS & DELIVERY
OPERATORS CAN’T IDENTIFY THE SAME CUSTOMER ACROSS ON- AND OFF-PREMISE INTERACTIONS
Diners prefer simplicity across delivery and reservations
64% of consumers would prefer one app for managing, delivery, pickup and reservations.
Connected systems are the path to profitability
83% of operators believe connecting systems like online ordering, delivery, reservations and guest data would have a positive impact on their profitability.
TREND FOUR
Consumer crave a personal touch
Turning first-time customers into repeat fans starts with acknowledging them on a 1:1 basis. The more a guest feels known, through preferences, occasions, and past behavior, the more they spend and return.
of diners say a restaurant remembering their preferences impacts how often they visit
of diners say a restaurant’s recommendations or follow-up prompted them to come back
higher spend from repeat diners vs. first-time diners, on average***
Groot Hospitality engages guests with precision marketing
