Using tech to drive food quality and order accuracy in QSR

A recent study by Revenue Management Solutions (RMS), analysed in detail, over 600 UK consumers, to determine whether there has been a shift in consumer behaviours and attitudes to dining out, as inflation continues to rise at a staggering rate and the cost of living crisis intensifies.

Here, we take a look at the survey findings for the quick-service sector, to understand whether there has been a shift in consumer behaviours as they go in search of that all-important value equation to reduce spend. 

Interestingly, the quick-service sector saw the largest increase in frequency across all dining out sectors, with 32% of respondents reporting spending more on quick-service restaurants compared to 2021 and 41% stating they were spending around the same. When asked what the most important factors were to their quick-service experience, food quality and order accuracy were cited as the most important, with the least being speed and service. 

As UK consumers turn to quick service restaurants to ride out the current economic storm, we take a look at the key role technology can play to seamlessly deliver on food quality and order accuracy for guests every time. 

QSR Automations recently spoke with Erica Livermore, chief technology officer for Friday’s UK, who earlier in the year launched its first quick-service brand, Fridays and Go.​​ Here, we discover how the brand uses technology to deliver consistent, exceptional quality food to enhance the guest experience.

“Fridays and Go presented a huge opportunity to grow a new string to our guest journey, because it makes Fridays available to different audiences. For us, it’s really important to keep evolving our menu, because the UK consumer has really changed in the last few years and we need to ensure we continue delivering not only consistency, but also quality,” explains Livermore. 

Technology was introduced to enhance the guest experience. However for the brand, it needed to happen simply. The focus was on removing friction, allowing choice and giving guests more time to interact together. 

What technology has done is allow the brand to create a frictionless experience which goes hand-in-hand with the technology they have in their kitchens. “A quick service restaurant has different priorities and different pinch points compared to a traditional style restaurant,” Livermore continues. “The speed of service is much faster and therefore it’s really important the food is packed and prepared in a timely fashion. ConnectSmart Kitchen from QSR Automations, has allowed every station where different items are prepared to be managed extremely efficiently.”

The technology helps Fridays and Go’s chefs prepare everything as it needs to be prepared and in the right order. This helps the company’s reduction of emissions strategy, because it reduces wastage. Additionally, the company is able to forecast what it needs to prepare based on previous sales. The system is also connected with Fridays and Go’s stock receivable to help the business understand what is going in and what is coming out. 

 “The technology allows us to very quickly remove items not available or out of stock. So again, from a guest point of view, we’re able to manage their expectations. What ConnectSmart Kitchen allows us to do is ensure our chefs are actually supported in their journey. It takes away the guesswork into everything the chefs need to do. I believe automation is at its best when it’s able to support that journey and not take over from the journey,” concludes Livermore.