Nearly All Millennials, Gen Z-ers Seek Digital Engagement with Restaurants

As restaurants look for ways to drive visits and boost frequency, they are finding that providing a compelling digital experience is key to reaching younger consumers.

By the Numbers

Research from the July edition of PYMNTS’ Digital Divide study, The Digital Divide: The Move To The Metaverse, created in collaboration with Paytronix, which drew from a May survey of roughly 2,700 U.S. consumers, found that 94% of millennials and Gen Z-ers express interest in using technology to make the ordering experience smoother, as does a slightly smaller share, but nonetheless the vast majority, of those in other age groups.

Related news: Study Shows Restaurants See Metaverse as New Loyalty Play

The Data in Action

Chick-fil-A, for one, has been leveraging mobile ordering to boost drive-thru efficiency. The brand announced in late June that it is trialing a new digital order express lane at 60 locations, with more to come next year depending on how these initial tests go.

“We see this as a way to serve customers more effectively and give them more control over their experience,” Jonathan Lassiter, a senior integration leader on Chick-fil-A’s service and hospitality team, said in a statement.

Read more: Chick-fil-A Joins in on Efficiency-Boosting Mobile Order Drive-Thru Lane Trend