2020 Trends: Expectations vs. reality

The restaurant industry had great expectations this year, but the pandemic completely changed the market's competitive landscape. Here's how the crisis impacted the trends we originally predicted for the year. 

By Emma Liem Beckett • Dec. 23, 2020

McDonald’s franchisees calls for tech co-op amid new fees, Restaurant Business reports

The National Owners Association's latest push follows news of a $423-per-month technology investment cost added to operators' plates to cover a $70 million "lag" from the old payment structure.

By Alicia Kelso • Dec. 22, 2020

Burger King teams up with Google to add online ordering

This integration, which begins Monday at 5,000 restaurants, will allow customers to search for the nearest location, order and pay.

By Julie Littman • Dec. 18, 2020

Shake Shack rolls out in-app delivery nationwide

The feature, facilitated by Uber Eats, allows diners to track orders in real time with a $0.99 flat delivery fee and no delivery fee for orders over $35.

By Alicia Kelso • Updated March 18, 2021

McDonald’s USA president calls for end of corporate communication freeze, Restaurant Business reports

Joe Erlinger called on franchisees in a video Thursday to end a six-week halt in nonessential communication with corporate, which was incited by frustration over new fees and the end of a Happy Meal subsidy. 

By Emma Liem Beckett • Updated Jan. 22, 2021

Pandemic increased urgency to adopt 'transformational' tech, survey finds

One in four food services and food retailers believe they are an early adopter of technology compared to one in eight in 2019, according to Panasonic research published in December.

By Alicia Kelso • Dec. 16, 2020

New York to provide restaurants a free digital ordering platform through April

As part of New York's Empire State Digital Initiative, restaurants can use Ritual's commission-free e-commerce system for pickup and delivery.  

By Alicia Kelso • Dec. 14, 2020

Grubhub's latest online ordering tools won't charge marketing fees

The delivery aggregator's new Direct Order Toolkit allows restaurant partners to add either a direct link for use in email marketing and social media, a direct "order now" button on their website or a QR code on printed materials. 

By Alicia Kelso • Dec. 9, 2020

Innovator of the Year: DoorDash

Not long after the pandemic struck, the third-party aggregator rolled out tools for merchants, including commission-free deals, provided streamlined access to PPP applications and cold weather grants.

By Julie Littman • Dec. 9, 2020

The Restaurant Dive Awards for 2020

From Chipotle to DoorDash, these are the companies and executives that led restaurant industry innovation in a time of crisis.

By Restaurant Dive Team • Dec. 9, 2020

El Pollo Loco unveils 2 restaurant designs prioritizing off-premise channels

The new models include dual drive-thru lanes, dedicated curbside parking spaces, cubbies for mobile to-go orders, digital menu boards and either no dining room or a smaller one.

By Alicia Kelso • Dec. 3, 2020

Jamba debuts autonomous smoothie kiosk in Walmart

The smoothie-making robot, which is co-branded with Blendid, makes beverages using a robotic arm, blenders, refrigeration system and ingredient dispensers. 

By Catherine Douglas Moran • Dec. 3, 2020

Report: Digital expected to make up more than half of QSR sales by 2025

This marks a 70% increase over pre-COVID estimates, market research company Incisiv finds, and restaurants have plenty of runway for growth as digital maturity remains "low-medium."

By Alicia Kelso • Nov. 23, 2020

Papa John's franchisees adds AI phone technology to streamline operations

The platform combines artificial intelligence with human operators to ensure restaurants don't miss orders, which could deepen customer loyalty. 

By Alicia Kelso • Updated May 3, 2021

Pandemic revs up drive-thru design innovations

With drive-thru traffic increasing in the double-digits over the last two quarters, QSRs like Arby's, McDonald's, Burger King, KFC and Taco Bell have developed prototypes that better streamline the channel.

By Julie Littman • Nov. 19, 2020

Designing with distance: How restaurants are evolving to meet pandemic needs

Forced air blasted between bar seats. Chef's kitchens encased in glass cubes. Garage-style, floor-to-ceiling windows. Experts predict what could become dominant design assets across the industry.

By Emma Liem Beckett • Nov. 18, 2020

Why Chipotle CTO compares technologists to air traffic controllers

CTO Curt Garner says collaboration skills helped the company sustain its digital sales by layering technologies.

By Roberto Torres • Nov. 17, 2020

How 5 mega chains are designing restaurants for a digital future

From McDonald's to Chipotle, limited-service brands are spending big on drive-thru, drive-in and pickup technology to grow revenue as the contactless experience becomes king. Here’s a breakdown of their designs.

By Emma Liem Beckett , Julie Littman • Nov. 17, 2020

Chick-fil-A adds online ordering through its website

Previously, customers could only place orders via the restaurant's website for catering. But after testing the feature in two markets over the summer, the chicken chain is allowing online ordering across its entire system.

By Alicia Kelso • Nov. 13, 2020

Lyft may wade further into restaurant delivery

The ride-sharing company is interested in expanding into delivery and creating a model without a consumer-facing marketplace that could potentially lower commission rates. 

By Julie Littman • Nov. 11, 2020

McDonald's new loyalty program will optimize digital, drive-thru opportunity

The chain will begin piloting the program, which offers personalized orders and deals across all digital touchpoints, at select Phoenix, Arizona, restaurants prior to a nationwide launch next year.

By Emma Liem Beckett • Nov. 9, 2020

Will ghost kitchens define the restaurant industry's future?

While investor interest booms and sales have the potential to outpace traditional models, questions linger about how much this emerging market could disrupt business in the long term. 

By Emma Liem Beckett • Nov. 9, 2020

Wendy's taps operations chief as chain shifts focus to digital channels

To create more consistent experiences across its entire footprint, the chain named Deepak Ajmani as its new chief operating officer overseeing both company and franchise locations.

By Alicia Kelso • Nov. 6, 2020

Starbucks brews buzz for mobile ordering in new holiday campaign

With the tagline "Festive is a tap away, download the app today," the effort touts mobile ordering as the pandemic dissuades people from lingering in coffee houses.

By Robert Williams • Nov. 5, 2020

The cooking robotics space expected to be a $322M business by 2028, study says

The fast food industry is expected to see a 17% per year growth rate through 2028, the highest of any sector, according to Research Nester.

By Alicia Kelso • Nov. 5, 2020