After a 3-year hiatus due to the pandemic, the annual QSR Media event made an in-person comeback this year. The QSR Media Op Central Conference & Awards 2022 gathered some of the biggest chain restaurant names such as McDonald’s, KFC, Red Rooster and digital platform leaders like Google and TikTok to share a fresh pulse on what’s going on in the restaurant industry today.
The QSR Media Op Central Awards also celebrated the best and brightest in the industry, recognising the achievements of brands, operators, and individuals who are making a difference. The team at Otter (previously Hubster) was honoured to sponsor this year’s event and connect with leading players to gain the latest insights on the QSR industry!
Missed out on the event? Keep reading to learn about our 5 key takeaways on restaurant industry trends from the QSR Media Op Central Conference & Awards 2022.
- Top QSR trends: Delivery apps, contactless payment & QR code online ordering
- Automation & investment in technology
- The rise of alternative meat and plant-based foods
- Drone delivery is taking off
- Recruiting & staff retention in the QSR landscape
1. Top QSR trends: Delivery apps, contactless payment & QR code online ordering
We now live in a connected and contactless era where digital tools such as online ordering systems, self-checkout kiosks, contactless payment methods and delivery services take centre-stage for restaurant players. With service speed being a high priority for QSR restaurants, operators like you are rethinking the way they operate. Based on what the numbers have to say, here are the top 3 tech trends QSR restaurants should watch out for in 2022 and beyond:
Delivery apps and online ordering systems: 70% of consumers prefer to order directly from restaurants instead of third party services, while 58% picked mobile-app ordering as the most improved aspect when it comes to fast-food experience post Covid-19.
Contactless payment: 34% of customers agreed that having contactless payment options is extremely important as it’s more hygienic and convenient.
QR codes: Businesses see a 35% increase in sales within the first 30 days after implementing self-serve ordering with QR codes. Having a QR code ordering system paid off for Hubster partner Don Don Japanese. The restaurant processed $20,000 revenue from 700 orders via digital ordering, which saved them 12 hours of staff time by using Direct Orders, our direct to consumer ordering solution for restaurants.
2. Automation & investment in technology
The global pandemic is a major accelerator for digital transformations and tech adoption across industries, with 66% agreeing that Covid-19 accelerated progress for workplace automation by a matter of months or even years.
But even as the pandemic starts winding down, more than 68% of operators are still planning to increase their tech budget over the next two years. This is because 52% of operators believe that automation attracts patrons, while 41% say it boosts employee productivity, which is crucial as restaurants globally continue to face labour challenges.
Restaurant operators are starting to see digital transformation as an investment and not an expense. The right tech solutions can lead to reduced training time, improved efficiency and provide decision making insights to operators in the QSR industry.
Otter provides each of our chain restaurant partners with a custom solution by taking time to understand the state of their business: where they would like to grow and where they’re seeing impressive growth.
3. The rise of alternative meat and plant-based foods
The rise of alternative meat and plant-based food markets is changing how restaurants plan their menu. A growing demographic of flexitarians is likely to shift consumer preferences and demand when dining at QSR restaurants. In Australia, 60% consumers started eating plant-based products because of health concerns while 51% continue to buy them for their positive impact on the environment.
At the QSR Media Op Central Conference event, Michelle Colgrave from Australia's national science agency (CSIRO) discussed the latest developments in alternative proteins and how they are being used in the food industry today.
Earlier in 2019, Australia’s largest franchisor of restaurants – Competitive Foods Australia (CFA) partnered with CSIRO to establish v2food. The plant-based meat substitute producer then worked with Hungry Jack’s to come up with the “Rebel Whopper”, a meat-free alternative to the fast food company's signature Whopper burger.
Last week, plant-based burger joint Soul Burgers named Future Farm as the official supplier for their four fully vegan bricks-and-mortar stores and its vegan digital Mexican brand, Plantas Taqueria. The partnership is expected to further help drive growth and speed up the alternative protein demand in Australia. With World Vegan Month taking place in November, now’s the time for your restaurant to start looking into how you can future-proof your menu with plant-based alternatives!
4. Drone delivery is taking off
Like alternative proteins, drone delivery is no longer a thing of the future. With a 500% increase in drone services, Australians are taking the global lead in using drone delivery. In September 2022, local drone-based delivery tech company Wing completed their first 100,000 drone deliveries in Australia. Wing has been honing its technology in Australia since 2014, developing a fleet of lightweight, autonomous delivery drones and an automated navigation system that can deliver items like fresh food and drinks, chemist items and others to your doorsteps in just minutes.
In his presentation at the conference, General Manager Simon Rossi from Wing Australia shared about the future of drone food delivery and how it can benefit businesses and customers through faster delivery times and reduced emissions. Just look at QSR giant KFC that made its drone delivery debut earlier in February this year. What’s more is that delivery companies that utilised drones as the primary method of transport have seen a 90% decrease in running fees. We wouldn’t be surprised if drone delivery soon takes a share from traditional food delivery.
5. Recruiting and staff retention in the QSR landscape
Turnover is expensive, especially in a time when industries are already feeling the squeeze from labour shortage as competition for labour intensifies worldwide. QSR operators are doing everything they can to fill in roles and retain talent at the same time. In fact, Australia’s unemployment rate sits at 3.5 per cent - the lowest it's been since the 1970s.
According to a McDonald’s spokesperson, the fast-food giant has more than 8,000 open roles at its stores nationwide and are actively recruiting talents of all ages and experience levels to take on roles from front to back of house to maintenance roles. As the ongoing labour shortage crisis continues, restaurants have been turning to tech to streamline operations and optimise delivery businesses. Getting through this labour shortage will continue to be a challenge for QSR and chain restaurants as we enter 2023. On that account, we’ve come up with a guide to help operators breeze through it with staff retention tips and operational improvements. Be sure to check that out!
The restaurant industry is constantly evolving and to stand out, it’s important for QSR establishments to understand what modern customers today are looking for. We hope that these key takeaways can help you get a better perspective on what’s happening in the QSR industry and provide you with decision-making insights that can future-proof your business.
