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Restaurant sales generated via online-ordering platforms tripled after pandemic began: Paytronix report


Newton, Mass. – Restaurant sales generated through digital-ordering platforms more than tripled after the start of the pandemic, and most of those came from people who had never interacted with the brand previously, suggests a report by Paytronix Systems.

Paytronix Order & Delivery Report examines trends across the digital ordering landscape in 2020, from multiunit brands to independent restaurants, and demonstrates how the last year irrevocably altered the dining industry.

A few key findings:

  • There was an increase in sales of 313% generated through digital ordering platforms after the onset of the pandemic.
  • 65% of online orders in May 2020 were placed by guests who were entirely new to the brand, having never ordered online or in store.
  • Customers placing delivery orders (versus takeout) spent 10% more per order.
  • Brand value means more than food quality. Guests who rated their food at one star were 27% likely to return, while those who gave the restaurant’s value one star were only 20% likely to return.

The report examines industry trends in digital ordering in sales, guest experience and retention, and fulfillment method. It looks at a range of restaurants from enterprise brands to independent restaurants. It looks in depth at these and other larger trends in online ordering in 2020, including online sales, tips, reviews, and fulfilment (takeout or delivery).

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Learn more or download the Paytronix Annual Order & Delivery Report: 2021.