A recent US survey on customer perceptions of restaurant technology in quick service restaurants shows that technology now shapes where people choose to eat. The same trend is likely reflected in Australia.

While taste and venue experience still matter, digital interactions increasingly influence customer behaviour and brand loyalty.

The findings show restaurant technology influences where 80% of customers choose to eat, with more than 40% saying it is an extremely important factor in their dining decisions. Customers expect reliable and fast digital experiences across every touchpoint, whether that is self-service kiosks, tap-to-pay payments, or AI-enabled drive-thrus.

For many operators, the experience is not seamless. Using multiple systems from different vendors often leads to integration gaps. When one part fails, the impact flows through the rest of the operation. These breakdowns reduce customer trust and make it harder to deliver what diners value most, which is convenience.

This is why Nomni One was built to reduce the friction created by disconnected systems, technologies and payment platforms. It brings key tools together into one connected environment and provides support by phone, through the POS and onsite, so operators can access help when it is needed. The result is a single system that works together, supported by integrated payments technology.

Key findings reveal significant gaps between expectation and reality:

Self-service kiosks can frustrate:

While kiosk usage is high, with more than 60% of customers using them occasionally or regularly, 80% report encountering problems. The most common issues include frozen screens, broken printers and malfunctioning card readers. When enabling self-service through a kiosk, the entire digital experience needs to be reliable and connected. Nomni’s Android Kiosks were designed to simplify the experience and reduce the impact of updates and downtime.

AI drive-thrus remain experimental:

Only 15% of customers have tried an AI drive-thru system. Among those who have, around two-thirds were satisfied, though misunderstood orders remain the main complaint.

Payment systems often fall short of expectations:

More than 75% of customers reported payment issues across tap-to-pay, chip readers and mobile wallets. Unresponsive devices, failed transactions, and slow processing create friction that customers remember. While lower payment costs may appear attractive, they can affect the customer experience. Nomni Pay was built to give operators flexibility to use established payment providers such as Tyro, with direct integration across POS, kiosks and digital ordering.

The research highlights a clear pattern in customer behaviour. People choose quick-service restaurants for predictability and ease. When technology introduces friction instead of removing it, customers notice and factor that experience into future decisions.

The cost of technological friction goes beyond a single transaction. When a kiosk loses an order or a payment terminal times out, the frustration lingers. These moments do not just affect immediate satisfaction. They influence where customers choose to eat next.

The findings present a clear challenge for QSR operators. Customer expectations for seamless technology continue to rise, yet many implementations fall short.

Addressing this requires a more considered approach to how technology supports the customer experience. Rather than adopting the latest digital tools or the lowest cost options, successful QSRs ensure their systems work reliably together every time. Integration, performance and customer experience are prioritised. This includes strong support, proactive monitoring and treating restaurant technology as connected infrastructure rather than standalone tools.

When restaurant technology works as intended, customers remember the experience and are more likely to return. Staff can focus on service instead of resolving system issues. The result is more stable operations, stronger revenue performance and a more consistent brand experience.

For QSR operators, the direction is clear. Technology must deliver simplicity and reliability, or customers will choose venues that do.

For more on the research, click here. To discuss how Nomni One can support your customer experience, speak with our team.