Order readiness drives satisfaction
Mobile ordering is designed to reduce wait times and improve convenience and drove a 92% satisfaction average, but that promise is not consistently being met. In this study, nearly 1 in 5 orders were not ready on time, and that delay had a major impact on satisfaction.
Download the full report for deeper insights on order readiness, pickup satisfaction, and the operational gaps shaping the mobile ordering experience.
Mobile ordering supports order accuracy
Mobile ordering gives customers more control over the ordering process, allowing them to customize items, take their time deciding, and confirm their order before submission.
In this study, order accuracy reached 92%—on par with the 2026 On-Premises benchmark and ahead of the 2025 Drive-Thru benchmark.
Download the full report to learn more about order accuracy, food quality, and the human interactions that shape the pickup experience.
Human interaction still shapes the experience
Despite the rise of digital ordering, human interaction continues to play a critical role in shaping the customer experience.
80% of shoppers rated service as friendly when they interacted with an employee, outperforming both the 2025 Drive-Thru and 2026 On-Premises benchmarks.
Download the full report to explore how human interaction influences friendliness, pickup satisfaction, and service recovery.
