Tillster's 2019 Delivery Index Reveals QSR and Fast Casual Trends

Study Illustrates Restaurant Customers' Habits and Preferences

Tillster, the global leader in digital ordering and engagement solutions for restaurants, released its third annual Delivery Index, revealing how Quick Service (QSR) and Fast Casual restaurants can use delivery to drive orders and build customer loyalty.

The Delivery Index shows that for QSR and Fast Casual restaurants looking to compete in today’s market, having a delivery option is a must. Delivery offers customers a convenience they have now come to expect and gives restaurants a way to bring in orders and grow sales through a new channel. Some delivery programs even allow brands to keep customer data, enabling retention marketing and building loyalty long after their initial order.

But what specific aspects of delivery do customers most care about, and how can brands use it to grow sales? For the third year in a row, Tillster partnered with research firm SSI to survey 2,000 QSR and Fast Casual customers on their delivery preferences and past experiences. The Tillster Delivery Index reveals these findings to help restaurants craft their delivery strategy: 

Delivery Drives Sales

Customers would order from their favorite QSR and Fast Casual restaurants more if delivery was offered. In fact, delivery is one of the top five features that customers would like to see from restaurant apps.

Customers Want to Interact Directly with Restaurants

Customers expect to interact directly with their favorite brands, as there is an ease of use and familiarity factor. More than 50 percent of customers want to order directly from a restaurant website or app. Menus are configured and custom to the brand, and customers’ past orders are saved. This goes back to the convenience that customers want, ultimately resulting in a better ordering experience.

Customers Will Pay for Faster Delivery, But There is a Limit

When it comes to delivery fees, customers are willing to pay more to get their orders faster – however, there is an exact dollar amount that the majority of QSR and Fast Casual customers will not pay above.

For the full data and information contained within Tillster’s 2019 Delivery Index, visit Tillster.com/Delivery-Index-2019-Q1.

“The demand for delivery continues to grow, while customer habits and preferences continue to change,” says Perse Faily, CEO of Tillster. “Our 2019 Delivery Index reveals important trends in the QSR and Fast Casual industries; trends that will continue to evolve in an environment ready for delivery-centered disruption. Increasingly, restaurants need a flexible delivery option that will scale with their business and meet customer needs.”

To learn more, visit Tillster.com/Delivery or email Marketing@Tillster.com.


The survey was conducted online within the United States by Tillster Nov. 28–Dec. 4, 2018, among 2,000 adults 18+ in the United States. No more than 20 percent of respondents are from any one state, and respondents must have eaten at a QSR or Fast Casual restaurant three times in the past three months.

About Tillster

Tillster is the global leader in powering online ordering and delivery solutions for restaurant brands looking to increase revenue and achieve operational efficiencies. Enabling nearly 50 million digital orders per year, it offers the added dimension of integrated marketing and data mining so that restaurants can realize more orders, more often, more ways. With teams in the U.S., Europe and Asia, Tillster serves more than 100 global and regional brands, including Burger King, Baskin-Robbins, McAlister’s Deli and Pizza Hut. For more information, please visit http://www.tillster.com.


Christy Olliff
(404) 214-0722 Ext. 117

Source: Tillster


Categories: Restaurants, Bars, and Catering

Tags: Delivery, Delivery Index, Digital Ordering, Dining Trends, Fast Casual, QSR, Restaurant Technology, Tillster

About Tillster

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Tillster is the global leader in digital ordering and engagement solutions for restaurants, enabling nearly 50 million digital orders per year.