ordering and paying from the table is the highest-rated technology among full-service diners.

of adults would order and pay through a smartphone app.

of guests prefer contactless payments.

of guests say personalized service and digital engagement increase their likelihood of returning.

younger guests are sixteen points more likely to return to venues using new service technology.

of consumers expect brands to respond to them on social media.

want to receive customer service support on those channels — but only 41% of brands use social channels to provide it.

of users on the leading short-video social platform have visited a restaurant after seeing it there — about 98 million U.S. diners.

of those users say social media is the key influencer driving their restaurant choices — ahead of every other channel.

of U.S. diners have tried a restaurant for the first time because of the establishment's own social media post.

of travellers say user-generated content heavily influences their booking decisions.

peer photos are nearly ten times more impactful than traditional brand advertising.

of social-first brands treat social media as a dedicated support channel, against only 31% of low-maturity brands.

of consumers see the creators they follow as trusted sources of information.

of brands place high or very high priority on working with creators as part of their social strategy.

of that audience is owned today — social platforms hold the guest relationship, the contact details, and the ability to reach them again.

higher return on first-party guest data than on third-party audiences, because it is addressable, permissioned, and does not expire.

more revenue is generated by companies that lead on personalization than by their peers.

more expensive to acquire a new guest than to retain one already known to the house.

lift in retention drives a 25–95% increase in profit — the case for owning the relationship rather than renting the reach.

of diners prefer restaurants that offer digital ordering, waitlist, or self-service capabilities.

of travelers are more likely to choose hotels offering self-service technology, including in-room service and dining options.

average increase in guest satisfaction scores at hotels using contactless room service or digital ordering.

average revenue increase driven by social media marketing for hospitality and restaurant brands.

of restaurant brands rank working with creators as their second-highest return strategy, behind only loyalty and rewards — yet rank it their lowest social priority.

of social-first brands say creator partnerships deliver the highest return of any social tactic, against just 38% of low-maturity brands.

return — food operations that measured and acted on their kitchen data saved $7 for every $1 invested.