In this article we’ll focus on why customer frequency matters for a more profitable QSR. We’ll focus on…

  • Prioritising first-party ordering
  • Personalising the customer experience
  • Implementing a strong loyalty programme
  • Converting Third-Party customers to direct orders
  • Streamlining your Tech Stack
  • Offering convenient fulfilment options

Attracting new customers consistently to your QSR is essential, but keeping them coming back is where real profitability lies. Research shows that repeat customers spend more, stay loyal longer, and are more likely to engage with your brand both in-store and online. By increasing guest frequency, your QSR can drive consistent revenue, reduce dependency on costly third-party platforms, and build stronger customer relationships. Here’s how to keep customers coming back for more…

1. Prioritise first-party ordering

Relying on third-party delivery services like UberEats and DoorDash can eat into profits, with commissions reaching up to 30% per order. You can encourage first-party orders by:

  • Offering exclusive discounts or menu items for direct orders.
  • Using QR codes, in-store prompts, and signage to push in-store customers online.

2. Personalise the customer experience

Today’s consumers expect tailored experiences. QSRs that use customer data to offer personalised promotions and menu recommendations see increased engagement and higher visit frequency. Personalise your customer experience by:

  • Running segmented marketing campaigns based on customer habits.
  • Offering loyalty-based incentives.

3. Implement a strong loyalty programme

Loyalty programmes incentivise repeat business, boosting both order size and frequency. Guests who are part of a rewards programme are far more likely to return more frequently. Make sure that:

  • Sign-ups are seamless via mobile or web.
  • Loyalty points are linked to first-party orders to encourage direct engagement.

4. Convert Third-Party customers to direct orders

While third-party platforms can attract new customers, the goal is to transition them to first-party channels. To encourage direct ordering:

  • Offer exclusive items and discounts for first-party orders.
  • Include QR codes on third-party packaging to drive traffic to your own platform.

5. Streamline your Tech Stack

A well-integrated tech stack improves service speed, reduces errors, and enhances the customer experience. Using a single system for ordering, loyalty, and engagement ensures efficiency and consistency.

6. Offer convenient fulfilment options

Convenience is key to repeat business. Providing multiple ordering and pickup methods ensures you meet customer expectations. Achieve this by:

  • Enabling pre-ordering for faster service.
  • Offering kerbside pickup for added convenience.
  • Using first-party delivery services to maintain customer relationships.

Boosting guest frequency is about more than just good food, it’s about creating a rewarding experience. By focusing on direct ordering, personalisation, and loyalty, you can increase customer retention, drive profitability, and build a strong, sustainable business.