The Food Service Debrief by PSFK outlines the new trends and ideas developing that provide perfect delivery on personalized tastes. By looking at the innovation in fast casual and quick-service restaurants, executives from any industry can leverage technology to create a more convenient, dynamic customer experience. This original research report includes lessons and actionable insights to apply to their unique customers and business challenges. It is part of a series that focuses on retail innovation and customer experience to inspire our members. For a copy of this report, please visit: psfk.com/food-service-debrief

1. Recipes For
Perfectly Delivering
On Personal Tastes
Food Service
Debrief
OVERVIEW

2. The Food Service Debrief by PSFK outlines the new trends
and ideas developing that provide perfect delivery on
personalized tastes. By looking at the innovation in fast
casual and quick-service restaurants, executives from any
industry can leverage technology to create a more
convenient, dynamic customer experience.
The 25+ page report includes:
• Key insights on the new consumer expectations for food service
• Results from the Food Service CX Survey, an original survey of
over 500 consumers conducted by PSFK and Suzy, the consumer
intelligence platform
• 6 trends that represent key opportunities to deliver on personal
tastes, supported by 18 exemplary case studies
• 5 strategic recommendations that food service operators and
retailers in any category can apply to their business challenges
• 1 in-depth interview with an industry leader who is pioneering a
new model of food delivery
Become A Member To
Get The Full Report
Access the full report at
psfk.com/food-service-debrief

3. Changing Tastes:
New Consumer Desires
1. Embrace choice and flexibility
when it comes to ordering
2. Have embraced mobile
ordering for its ease and
convenience
78% say it is important or
extremely important that
restaurants offer multiple ways
for them to order
35% say their preferred mode
of ordering is via mobile app.
54% who have ordered via
mobile app cite ease of use
and convenience as the
primary reason for doing so.
Today’s consumers…
3. Want to be able to grab
and go
When ordering ahead of
time, 52% are willing to wait
only 1-5 minutes to receive
their food once they’ve
arrived at the restaurant.
Key Findings from the PSFK x Suzy
Food Service CX Survey

4. Changing Tastes:
New Consumer Desires
Today’s consumers…
5. Expect more than speed when it
comes to delivery
71% are interested or extremely
interested in ordering from a restaurant
that can deliver to a location outside of
home or work. 80% are more likely or
much more likely to order from a
restaurant that prepares food especially
for delivery to ensure it arrives in
optimal condition.
4. Seek help making the right choice when
ordering
79% would be interested or extremely
interested in receiving personalized menu
recommendations based on their past
orders or current context, such as time of
day.
Key Findings from the PSFK x Suzy
Food Service CX Survey

5. Changing Tastes:
New Consumer Desires
Today’s consumers…
7. Want to know that businesses are
keeping pace with their changing
expectations
84% are somewhat or very willing to
share their personal data, such as order
history, in exchange for a better
experience. 84% re also more likely or
much more likely to visit a restaurant
that makes changes based on the
feedback from their customers.
6. Crave an inviting place to sit and relax
when they have the time
69% are more likely or much more likely to
visit a restaurant that creates a space that
encourages them to hang out and socialize
Key Findings from the PSFK x Suzy
Food Service CX Survey

6. Empowered
Ordering
In-Step
Pick-Up
Dynamic
Menus
Optimal
Delivery
Elevated
Environment
Enterprise
Analytics
Key Trends And Strategies Explained In The Report:

7. F O O D S E R V I C E D E B R I E F
PSFK
FOOD
SERVICE
DEBRIEF
psfk.com/food-service-debrief