Chris Fletcher

Paytronix release 2023 Online Ordering Report

Paytronix have released their new, 2023, Online Ordering Report and you can download it here.

As the industry undergoes significant transformations, the once limited domain of third-party delivery has expanded into a diverse range of channels, each appealing to distinct demographic segments based on factors such as generation, income, and brand preference.

With the current economic uncertainties, it is clear that the evolution of online ordering is far from over. In response to the pandemic, restaurants and convenience stores have embraced new technologies to meet changing consumer expectations. However, the adoption of various technologies has resulted in complex and cumbersome tech stacks that lack integration.

Fortunately, this presents an opportunity for the next phase of online ordering: aligning it with other systems. For food establishments, this alignment translates to a leaner workforce, seamless integration with loyalty programs, and, most importantly, a personalised guest experience. By consolidating the advancements made during the pandemic, the focus shifts back to the individual ordering the food, creating a mutually beneficial scenario.

The field of online ordering is continuously evolving, with new advancements emerging. Stay ahead of the curve by downloading this guide, where Paytronix will provide you with the latest updates and insights in this year’s report.

Download the 2023 report for informative insight, here are some of the highlights:

Tipping habits driving loyalty

Orders without tips have held steady, even in the face of rising inflation. Tip percentage on orders with tips have fallen, while the dollar amount of tips has risen slightly with inflation.Good tippers are invaluable to restaurants and, to a lesser extent, convenience stores. These guests return more often and leave better reviews. The data seems to indicate that several ordering trends correlate to age. This may mean that younger generations will have different online- ordering habits.

Online ordering habits

The majority of online orders are placed by Older Millennials and Generation X. Gen Z is gaining ground, but not enough to displace older generations. In terms of habits, the Baby Boomers as a population are the best guests: They tip better, visit more frequently, and leave better reviews.

Paytronix Online Ordering Report 2023

Online ordering creating a new paradigm

The total number of orders has held steady as the pandemic has receded. As customers return to their favourite brands, online ordering has maintained a steady following, with first-party ordering responsible for the growth in orders. The share of takeout orders has increased as a proportion of online orders, with over 60% of online orders for takeout. Delivery customers tend to be older, tip better, and purchase more frequently than takeout customers. While they require additional infrastructure to serve, they are a guest segment worth having.

First Party Ordering has the advantage

Order more, higher-value items more frequently than third-party customers; Tend to tip larger amounts; and are more likely to be part of a brand’s loyalty program.

Reviews, not having them, is not good!

While they still make up the majority, the percentage of 5-star ratings has fallen to a two- year low as guests express dissatisfaction with post-pandemic dining conditions. A 5-star rating correlates to a number of other positive attributes. Guest who rate highly tend to return sooner, tip better, and order more frequently in advance. As shown in the case study following this section, responding to a review increases both order frequency and ratings (even if that response is written by artificial intelligence).

The report is full of insight that will support and guide you on your online ordering journey, click below to download the report


Latest Articles

Explore All   

Optimising customer journeys: the power of integrated tech stacks

In the ever-evolving landscape of hospitality and retail, customer experience is essential for success. As businesses strive to deliver seamless, personalised journeys, the integration of various technologies has emerged as a game-changer.


GuestExperience Management platform HGEM has launched Insight Lab, –a brand new insight consultancy service for HGEM customers who wish to dig deeper into their guest experience data with custom analysis or reporting templates, which will be particularly useful for operators who haven’t got enough time to spare for a deep dive into analysis.

Unlocking the Future of Hospitality: Join the Transformative Event with Industry Leaders

Unlocking the Future of Hospitality: Join the Transformative Event with Industry LeadersIn an era where the hospitality industry is experiencing unprecedented shifts, staying ahead of the curve is not just an advantage; it's a necessity. Join us for a groundbreaking event featuring esteemed industry leaders, including Hawksmoor, Phil Eeles from Honest Burger, Matt Grimshaw of Youda, and Kieron Bailey, Co-Owner at Otolo. Together, we'll dive into crucial topics shaping the landscape of hospitality.

Paytronix releases their 2023 Restaurant Loyalty Report

Restaurant loyalty is the lever everyone needs to think about pulling as we head into 2024. The new Loyalty Report 2023 by Paytronix focuses on guest engagement maturing and provides crucial insight for the upcoming year and beyond.

New Technology vs Change Management - Are we focused on the right problem?

Tech continues to evolve and so does the hospitality industry but we still face a multitude of challenges, from rising costs to high turnover, has spurred the emergence of a vast array of technology solutions.

Toasted, Not Burnt.

This blog is all about how the customer journey has been impacted over the past 3 years and will continue to be so

Thiel-backed fund Valar seeds British payments start-up

Thiel-backed fund Valar seeds British payments start-up

Thread good or Threadful? Let's see how the new social media app measures up!

🐦 Twitter, the feisty little blue bird, has been ruling the social media kingdom for years. With its short and snappy tweets, it's the go-to platform for sharing quick thoughts, viral trends, and breaking news. But wait, here comes 🧵 Thread, the fresh-faced newcomer, ready to challenge the reigning champ!

The Future of Hospitality: How Smart Payment Technology Enhances Guest Experiences

Standout customer experiences are key for boosting revenue and customer loyalty. With Dojo Pocket – a portable, pocket-sized device that integrates with cloud-based EPOS systems – you can take orders and payments whenever, wherever.

Is your tech causing confusion, get a virtual CTO for your restaurant business!

Ordermark U.S. business sold to Urban Piper

No CTO, No problem. Plugging the “ Tech Gap” for midmarket operators.

Limber release a study into flexible working trends in 2023

Marketplace partners HGEM consumer survey finds 1/3 customers not happy with payments in hospitality

Honest Burgers crowdfunding passes £2m mark

Feed It Back reports that complaint resolutions using recovery vouchers increase revisit rates

HRC announces partnership with Tech on Toast

GigPig teams up with Uber to provide its artists with safe transport home

A three-month pilot scheme offering local musicians half price transport home after late-night gigs is being launched in Manchester, thanks to a partnership between live music marketplace GigPig and Uber.

Get Your FREE Tech Audit with Tech on Toast

Get a first look at new restaurant tech research from Vita Mojo

2022-23 Email Marketing Report by Stampede

40% of Consumers Now Prefer to Place Their Delivery and Takeout Orders Via a Restaurant’s App or Website

40% of Consumers Now Prefer to Place Their Delivery and Takeout Orders Via a Restaurant’s App or Website

Earn As You Learn With Tech On Toast

Operators are asked to attend events, take part in content creation both for suppliers and for the industry and its important that they are rewarded for doing so. We all talk about the lack of capacity at operators disposal to support outside of their roles, but rarely do we reward them or our partners.