While some restaurant technologies boost both efficiency and diners’ experience, others can have a negative impact on the dining experience. Take, for instance, the QR code menu — consumers have mixed feelings, and restaurants are taking note.
By the Numbers
According to findings from the 2022 edition of PYMNTS’ Restaurant Readiness Index, created in collaboration with Paytronix, the share of eateries offering the ability to place orders at the table using a QR code fell 17 points from 42% in September 2021 to 25% in April.
Read more: More Than Half of Restaurants Depend on Digital Sales, Despite Uptick in on-Premises Orders
The index surveyed more than 500 managers of quick-service restaurants (QSRs) and full-service restaurants (FSRs) across the country.
What Insiders Are Saying
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While younger consumers may be more used to leveraging digital technologies in all their daily routines, older consumers can be especially alienated by the technology.
“People are frustrated, especially people 40 years and older,” Michele Baker Benesch, president of Menu Men, a company that designs and manufacturers print and digital menus, told PYMNTS in an interview earlier this year. “Sometimes their phones don’t work. They don’t know how to access the QR code. So, before they even get to order a beverage … they’re already upset, and that hampers the entire customer experience.”
See more: Many Restaurant Customers Feel Alienated by QR Code Menus
