ALPHARETTA, Ga.--(BUSINESS WIRE)--Aug 12, 2025--
Canopy, the leading provider of remote monitoring and management ( RMM ) software for connected products, today released a report on what customers think about restaurant technology at quick-service restaurants. Fast-Food Friction: The 2025 Restaurant Tech Report is based on a national survey of Americans who eat at quick-service restaurants (QSRs) and highlights how technology influences customers’ experiences and brand loyalty.
The research suggests restaurant technology influences where the majority (80%) of customers eat. More than 40% say technology is an extremely important factor in that decision. Customers now expect reliable, fast digital experiences no matter the technology, whether self-service kiosks, “tap to pay” payments, or new AI drive-thrus. Though these products are widely used, the list of what can go wrong is long. Credit card readers malfunction. Receipt printers jam. Screens become unresponsive. Devices go down and nobody notices. All of these issues undermine customer trust and prevent QSRs from delivering what consumers want from them: Convenience.
Key findings from the report include:
- McDonald’s is customers’ top pick for experience: 34% of consumers said McDonald’s offered the best technology experiences at a QSR, with Chick-fil-A and Taco Bell rounding out the top three.
- Self-service kiosks often cause problems: 60% of customers reported using kiosks occasionally or often, and 80% say they’ve run into issues. The most aggravating problems include frozen screens, broken printers, and card readers that don’t work.
- AI drive-thrus are still in the trial phase: Only 15% of customers have tried an AI drive-thru. Two-thirds of those customers were satisfied with the AI drive-thru experience. The biggest complaint with the system was misunderstood orders.
- Payments rarely work as expected: More than 75% reported having trouble paying across tap-to-pay, chip readers, and mobile wallets. Unresponsive tap devices, chip readers that fail, and slow payment processing were all common grievances, which point to misbehaving point-of-sale (POS) systems.
“People go to quick-service restaurants because they know what they’re going to get. They want a predictable, easy experience. So when restaurants use technology that adds friction, customers notice,” said Steve Latham, CEO of Canopy. “If a kiosk loses an order, a drive-thru AI misunderstands, even something as simple as a payment transaction times out, that customer remembers. Technology needs to work like it’s supposed to every time or QSRs are looking at measurable losses.”
The report findings call QSR operators to action: Match growing customer expectations with more reliable, better-supported tech infrastructure. From kiosks to kitchen displays, payment terminals to network infrastructure, the connected restaurant can operate as an integrated, efficient extension of the business. When restaurant technology works as intended, what customers remember is a satisfying experience, one they’re likely to repeat. Restaurant technology that works as designed also frees up staff to focus on customers and reduces overhead required from support teams. The combination means lower costs, higher revenues, and better brand experiences.
Download Fast-Food Friction: The 2025 Restaurant Report to get the complete findings.
About Canopy
Canopy provides remote monitoring and management software for connected products like self-checkout kiosks,security systems, smart lockers, and point-of-sale systems. Product and technical support teams use Canopy to automate remote device management and proactively reduce service costs for connected product fleets globally. See and solve problems automatically with Canopy. To learn more, visit goCanopy.com.
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CONTACT: Media Contact
Caroline Harvey
KEYWORD: GEORGIA UNITED STATES NORTH AMERICA
INDUSTRY KEYWORD: PAYMENTS RETAIL RESTAURANT/BAR TECHNOLOGY OTHER TECHNOLOGY ARTIFICIAL INTELLIGENCE HARDWARE
SOURCE: Canopy
Copyright Business Wire 2025.
PUB: 08/12/2025 09:00 AM/DISC: 08/12/2025 08:59 AM
http://www.businesswire.com/news/home/20250812819880/en
