Incisiv, Logo
In partnership with Appriss
Digital Maturity Benchmark

2023 Omnichannel Personalization Index

Incisiv logo Incisiv

Q2, 2023

Incisiv’s 2023 Digital Maturity Benchmark assesses top retailers’ digital channel experience and capabilities across three key areas.


Research & Discovery

Availability of personalised and targeted information at the crucial decision points.

40 attributes



Cross-sell, Upsell, Coupons, Payment means, fulfillment methods, fees and terms.

15 attributes

360 Degree Service

360-Degree Service

Personalised issue resolution, returns and customer assistance.

28 attributes

Retailers rated as leaders in omnichannel returns

To view the complete list download Incisiv’s 2023 Omnichannel Returns Index report. The report includes top retailers ranked by capability areas (Pre-Purchase and Post-Purchase).

This is an executive summary report based on Incisiv’s analysis of the digital presence of leading Limited Service Restaurants.


Limited Service Restaurant Chains in US and Canada.


digital attributes studied for each banner.

20 million

data points from Incisiv’s industry data pool.

8 million

data points from Q3 2020 Consumer Survey.

Digital transformation across industries is being hampered by lack of speed in the development and implementation of technology.

Why have digital transformation efforts not yielded full benefits for businesses across industries?

Chapter 1

The Digital Limited Service Restaurant Outlook: The Year of Irrevocable Inflection

2020 has become the year of inflection in the online restaurant space for Limited Service Restaurants (LSR). Adoption of digital is expected to triple this year and the market share is set to grow to close to 50% of total LSR revenue by 2025 (approx. 70% higher than pre-COVID projections). Success in the segment is predicated on investment in the right technologies, adapting the operating model and processes to meet customer expectations across in-dining, take-out and delivery.

Chapter 2

Digital Limited Service Restaurant Maturity: The Right Investments Will be the Game Changer

Most restaurant chains are making investments but not necessarily addressing the highest priorities nor the solutions that will deliver the best maximum ROI across diverse customer expectations. Chains with a higher digital maturity on Incisiv’s maturity scale have outperformed their peers and managed the COVID crisis more effectively. However, the overall digital maturity in the LSR/ QSR segment remains low and lags digital maturity of other consumer business like retail, travel, transportation and hospitality (hotels).

Chapter 3

2020 Leaderboard

Ranking of the Top 52 limited service restaurant chains in US and Canada based on the performance of their digital channel (Mobile application and for some, website). The performance analysis covers four stages of the shopper journey: Research and Discovery, Digital Ordering, Fulfilment, and Customer Service.

Here’s a preview of the report. The full report is available for free download via the form below.

Get this report delivered to your inbox.

Explore this benchmark in detail, including requesting a deeper assessment of your brand.