One-Third of US Diners Switching Their Favorite Restaurants Up for Value and Quality, AI and Kiosks Gain in Popularity

A significant number of American diners frequenting fast-food and fast-casual restaurants have switched up their favorite eateries over the course of the past year, according to an April 14 report released by Tillster.

Among the survey’s findings? One-third (33%) of respondents (out of 1,500 U.S.-based diners polled) said that they had swapped out their favorite restaurant over the course of the past 12 months — and of those who said so, 46% cited “better food” and 40% gestured toward “better value” as reasons underpinning that decision.

“Diners today expect more than speed and discounts — they’re looking for a more valuable experience, from personalized touch points to high-quality food options,” said Perse Faily, CEO of Tillster.

“This year’s Phygital Index Report finds that brands can’t count on diner loyalty anymore – it must be earned every single time they order from a restaurant,” Faily added.

Restaurants Need To Prove Value as AI and Kiosks See Increasing Popularity

Reiterating the fact that restaurants (both fast-food and fast-casual options) needed to focus on proving their value proposition to increasingly cost-conscious and value-centric diners, Tillster also drilled down into a few other significant findings:

• Kiosks increase in popularity yet again: The survey found that kiosks had increased in popularity among American diners for the third year in a row. Nearly two-thirds (61%) of respondents indicated a desire to see more kiosks installed in restaurants, up from 57% in 2024 and 36% in 2023.
• Voice AI ordering at the drive-thru may be here to stay: Three-fifths (60%) of those surveyed indicated comfort with placing orders with an AI agent at the drive-thru. Further, Gen Z led the pack in this regard, with 67% of this demographic saying they were comfortable ordering a burger and fries from an AI assistant. Though controversial with many fast-food fans, it appears that AI-enhanced drive-thru service isn’t going anywhere.
• Convenience stores are competing with QSRs, fast-casual restaurants for snacking share: Almost one-quarter (24%) of respondents said they were returning to convenience stores and grocery stores more often than they had a year prior, while quick-service restaurants (18%) and fast-casual eaterines (14%) saw lesser increases in terms of repeat business.
• A divide exists when it comes to dining preferences: While 45% of those surveyed said they were eating out less often due to rising costs, 21% trended in the other direction, stating they’d increased their restaurant and dining budgets in 2025. “While some are pulling back, others still see dining out as a worthwhile indulgence. But this optimism is fragile: if brands can’t prove value, even the most loyal diners may start closing their wallets,” the report concluded.