QSR On-Premises Study 2026.

The On-Premises Study is Intouch Insight’s first evaluation of in-person counter guest experiences at quick-service restaurants (QSRs). It analyzes how greetings, communication, accuracy, speed, and engagement shape customer satisfaction.

The study evaluated leading QSR and fast-casual restaurant brands across North America to benchmark customer experience performance. The participating brands represent a mix of burger, chicken, coffee, sandwich, and convenience-focused concepts. 

Data came from 750 mystery shops across 10 QSR brands conducted at geographically distributed U.S. locations. Shoppers could visit any day and ordered during breakfast, lunch, or dinner dayparts, while two brands were evaluated during breakfast only based on their busiest operating period.

The report measured key restaurant performance metrics including speed of service, order accuracy, food quality, friendliness, cleanliness, and satisfaction. It also analyzed how operational execution changes across different dayparts and service channels. 

The study found that most QSR brands delivered strong operational execution, but the biggest gaps appeared in human connection and service behaviors. Restaurants performed well on speed and accuracy, yet simple interactions like greetings, friendliness, and parting remarks continued to shape how customers judged the overall experience. 

Speed of service remains critical because customers expect convenience without sacrificing quality or accuracy. The report shows that long wait times can negatively impact satisfaction even when other parts of the experience perform well. 

Restaurant operators can use this report to uncover where customer experience breaks down across speed, service, accuracy, and frontline execution. The insights help teams identify operational gaps, improve consistency across locations, and better understand which in-store behaviors have the biggest impact on guest satisfaction. 

You can download the full report by filling out the form on the page; the report will be delivered to your inbox.