Incisiv
Availability of information at the crucial decision points
16 attributes
Availability, speed, and convenience of fulfillment
45 attributes
Fulfillment costs to the customer and payment options
21 attributes
Resolution, returns, and customer assistance
22 attributes
To view the complete list download Incisiv’s 2023 Omnichannel Experience Index report. The report includes top retailers ranked by capability areas (Inventory Visibility, Frictionless Fulfillment, Cost & Payments and 360-Degree Service).
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.
data points from Incisiv’s industry data pool.
data points from Q3 2020 Consumer Survey.
Why have digital transformation efforts not yielded full benefits for businesses across industries?
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.
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).
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.
