2022 Restaurant Friction Index - Explore the digital ordering and loyalty features that separate top-performing restaurants from the rest of the pack

The Restaurant Friction Index

New Data Show Digital Loyalty Programs Are Key Differentiator For Top-Performing Restaurants

There’s one feature that separates almost all top-performing U.S. restaurants from the rest: loyalty logins for online purchases. For the Restaurant Friction Index, PYMNTS, in collaboration with Paytronix, surveyed 501 U.S. restaurant managers and 2,146 consumers to learn why top-performing eateries are going all-in on digital customer service features — and keeping loyalty programs at the top of the list.

Inside the February Index

  • 30%: Segment of bottom-performing restaurants that offer promotions
  • 100%: Share of top-performing restaurants that offer order online, pickup in-store features
  • 41%: Portion of restaurant sales generated via digital channels including apps and aggregators

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