News
Survey: QSR customers uncertain about transaction security
October 10, 2019
With an estimated one-third of diner/restaurant interactions now reported to involve some kind of "smart" device, many consumers are worried about the overall security of those transaction, especially in the smart device-crazy QSR sector, according to online security platform provider, Sift. That's why the company recently performed a survey of QSR customers nationally regarding their use of these services including mobile apps, and their concerns about fast food fraud.
Their findings give a good indication of the problems that are particular pain points for diners, along with their demands in their digital engagement with QSRs, beginning with the big stickler for fast food customers: difficult, lengthy or complex logins before ordering, which 40% said really gets under their skin, and not in a good way. Still, 13% of those surveyed said delayed delivery would affect whether they ordered again through either the QSR's own app or a third-party delivery provider.
The security jitters
Despite all the complaints about issues with app accessibility and brand deliverability though, security concerns about these transactions remained a kind of constant hum in the background for consumers, who the survey showed expect QSRs to prioritize, just as much as service concerns. Some of the findings include:
- 62% were concerned QSR digital interactions would lead to fraud.
- 49% were most concerned about theft of credit card data.
- 41% were worried about account takeover.
- More than one-third said an incident of fraud during a QSR transaction would end their patronage of that brand.
- 49% would hold the QSR or delivery service responsible for any security incident.
The surveys of 1,000 U.S. adults were performed by Dynata for Sift this September and October.
