The rise of smartphones has fundamentally changed the way we interact with the world, including how we order and pay in the hospitality industry. Mobile technology has brought tremendous opportunities for restaurants, cafes, and bars, but are guests likely to use these mobile services? Let’s dive into the updated trends and statistics surrounding mobile order and pay technology.
Smartphones are an integral part of daily life for many, with over 85% of the global population owning a smartphone in 2024 (Statista). For hospitality businesses, mobile order and pay solutions can drive customer satisfaction and increase average spending, with more than 65% of customers preferring contactless services post-pandemic (Visa). The convenience factor alone makes it critical for businesses to integrate mobile technology.
It’s a mistake to lump all digital consumers into one category. Studies show significant differences between demographics regarding expectations and behaviors:
Understanding these differences helps operators segment their target audience and provide more personalized mobile experiences.
Payment Preferences and Expectations Customers further cited four additional tech options proving popular in the limited-service category. 65% would order their food using a self-service kiosk, 63% would use a self-service electronic kiosk to pay for their orders, 58% would place their order with a live person via video screen, and 57% said they’d access menus on a smartphone using a QR code (National Restaurant Association). The Power of Loyalty Programs Loyalty programs can significantly increase customer retention. Research suggests that 80% of customers are more likely to continue visiting a restaurant that offers a mobile loyalty program (Queue-it). Mobile apps provide operators with a chance to offer personalized rewards and push notifications about offers and deals, ultimately driving more frequent visits.
Social media continues to shape ordering behavior. A survey found that 35% of customers discover restaurants on Instagram, with food and drink content being some of the most shared posts. Platforms like Pinterest and Instagram also influence consumer decision-making with visually enticing content, making mobile engagement even more powerful for attracting customers (Sprout Social).
Key Challenges for Hospitality Mobile Integration
While mobile presents an incredible opportunity, hospitality operators need to address specific challenges, such as:
Retail and travel have led the way in mobile adoption. In the retail sector, 90% of shoppers now use smartphones to assist in their in-store experience, and 85% say they use apps to find deals or track loyalty points (MarTech). The hospitality industry can benefit from similar practices, like utilizing in-store push notifications and offering discounts through mobile loyalty programs.
Conclusion: The Future of Mobile Order and Pay in Hospitality
The adoption of mobile technology is transforming the hospitality industry. Millennials, Gen Z, and higher-income consumers are leading the way in driving mobile order and payments adoption, but it’s up to operators to ensure that their mobile strategies are effective and secure. By creating seamless mobile experiences, focusing on loyalty programs, and adopting lessons from retail, hospitality businesses can elevate their customer engagement and improve overall satisfaction.
If you’re a hospitality operator without a mobile strategy, now is the time to build one. The future is mobile – and your customers are ready.