The National Restaurant Association has recently published its Restaurant Technology Landscape Report 2024, which forecasts an increase in technology usage in the coming year to improve services and customer experience.
According to the press release issued on March 27, the report indicates that a significant proportion of restaurants intend to invest more in technology this year. Specifically, 55% of operators are seeking to enhance their service areas, while 60% aim to improve customer experience. Furthermore, 16% of restaurant owners have plans to invest in artificial intelligence-related technologies such as voice recognition.
The report also suggests that restaurants are adopting new technologies based on consumer preferences; however, generational differences persist. For instance, 65% of all adult consumers expressed comfort with paying their check at a full-service restaurant using a computer tablet at the table. Conversely, a larger percentage (82%) of Gen Z adults reported being comfortable placing an order at a limited-service eatery via a smartphone app.
Regarding the delivery segment, the press release emphasizes that technology is indispensable. It states: "They expect to be able to access, order, customize, and pay for delivery orders through their computers or smartphones and if they can’t, they’ll order from somewhere else."
Hudson Riehle, Senior Vice President of Research and Knowledge for the National Restaurant Association, said in the press release: "The data clearly show that restaurant operators and owners are rapidly embracing technology and integrating it into their daily operations." Riehle added: "Understanding which technologies customers in each segment would like to have, really want, and consider essential provides operators with substantial opportunities to enhance the customer experience, amplify marketing and operate more efficiently."
