93% of Restaurant Guests Will Download Your Mobile App (But Only if It Has These Key Benefits)

What convinces guests to use your restaurant’s mobile app?

I’ve spoken with many restaurant owners about this exact question. Some had guesses, but very few had hard data to back them up. That’s because, until now, data on how guests interact with mobile apps was limited.

We decided to change that.

We surveyed over 1,300 guests in the US to understand how they use restaurant mobile apps. What features do they care about most? What makes them download an app, and just as important, what keeps them using it?

Owner’s survey data sheds light on these questions—and today, I’m excited to share the top 6 takeaways.

Let’s dive in. 👇

Takeaway #1: 93% of guests are willing to download mobile apps from their favorite restaurants

📊The data:

• 93% of guests are willing to download a mobile app from their favorite independent restaurants. That’s an overwhelming majority.
• 95% of guests use mobile apps today to place takeout and delivery orders—and nearly a quarter of guests use 5+ mobile apps on their phones.

🎯Why it matters:

“Will guests really download an app?” Our case studies have confidently told us, “Yes, absolutely.” But there’s still skepticism from some restaurant owners who think apps are only for Gen Z.

We instead found there’s a near-universal willingness from guests to download and use a custom restaurant app—even if a restaurant isn’t a big chain.

Takeaway #2: Guests are much more likely to use mobile apps if they’re a “regular,” which starts with as little as 2 orders per month

📊The data:

• 83% of guests are more likely to use a restaurant’s mobile app when they consider themselves a “regular” at the restaurant.
• 89% of guests say they’re more likely to download a restaurant’s app once they’re ordering at least 2x per month.

🎯Why it matters:

So, who will be the primary customer on your restaurant’s mobile app? “Regulars,” or those who order from you relatively frequently.

But a “regular” may be less active than you think—guests who ordered just 2x per month said they were highly likely to download a restaurant’s mobile app. Here’s why...

Takeaway #3: 83% of guests find mobile apps more convenient and make them more likely to reorder from a restaurant

📊The data:

• 83% of guests say they find reordering from a mobile app easier than reordering from a restaurant’s website.
• 69% of guests say that simply having a mobile app makes them more likely to place repeat orders with a restaurant.

🎯Why it matters:

Regulars and frequent guests find mobile apps more convenient to reorder from than your website. Even the best restaurant websites that focus on ease-of-use and convenience will find it hard to compete with the two- or three-tap reordering process in well-made mobile apps.

Guests feel strongly about this—nearly 3/4 of them say just having a mobile app makes them more likely to reorder from you.

Takeaway #4: Reward programs and exclusive deals are the main reasons guests stick with your restaurant’s mobile app

📊The data:

• 82% of guests say app-exclusive deals or offers make them more likely to continue using a restaurant’s mobile app.
• 70% of guests say these special deals, and a rewards program, are top features a restaurant’s app must have. The only feature guests demand more is a fast and convenient checkout.

🎯Why it matters:

We know guests are drawn to mobile apps for the convenience—specifically, fast checkout and easy reordering. Beyond that, the features most likely to get guests to keep using your mobile app are exclusive discounts for trying (and retrying) the app, and the built-in rewards program.

A majority of guests say that seeing app-exclusive deals makes them more likely to keep using your app.

🔍 Zoom in: Rewards programs and better prices are the main reasons guests choose your app over third-party apps

Third-party delivery services are super convenient—and guests like using them. If you want to get guests to use your app over defaulting to e.g. DoorDash, our data shows that rewards programs, special offers, and any extra fees you’re able to remove via direct ordering will make the biggest difference.

Takeaway #5: 85% of guests look for a loyalty program in your app and the same number will take advantage of the rewards

📊The data:

• 85% of guests are more likely to use a restaurant’s mobile app if it has a built-in loyalty or rewards program.
• 86% of guests say they take advantage of a restaurant’s rewards program frequently. Only 4% of guests never use the rewards program.

🎯Why it matters:

Guests’ favorite feature in your app is a built-in restaurant loyalty program. You do have one of those, right? Trained by mega-brands like Starbucks and Domino’s, the vast majority of guests expect a rewards program and plan to take advantage of the rewards you offer.

In fact, only a fraction of guests opt out of earning rewards.

Takeaway #6: Guests value photos of menu items just as much as on your website—and look for ways to save their favorites

📊The data:

• 85% of guests frequently look for menu item photos on your mobile app before they decide what to order—this is slightly more often than when guests are on your website. (Source)
• 80% of guests frequently look for ways to save their favorite menu items directly inside your mobile app. And 72% look for ratings or reviews first.

🎯Why it matters:

Think menu photos don’t matter on mobile? Think again. 85% of guests said they frequently look for photos of menu items in your mobile app. I was shocked to learn that guests look for photos on mobile apps even more often than they do on your website—as shown by our previous survey.

Other popular website features, like ratings and reviews, were expected too. The one feature guests heavily favored in apps was the ability to save their favorite menu items for later.

🔍 Zoom in: 72% of guests want to see ratings in your app, even if they’re regulars

Our survey on restaurant websites revealed that 74% of guests looked for reviews and ratings before ordering. It turns out, even though most customers in a mobile app will be second-time customers, they still want to see ratings or reviews present. Ratings are helpful even for regulars when they want to try something new.

The untapped potential of mobile apps

When I talk to restaurant owners about mobile apps, I usually hear two perspectives:

Some owners believe only large chains need apps, so they’ve never considered it. Others have tried apps in the past, but they didn’t see much engagement, so they gave up.

I was excited to share this data because it shows a clear path forward for independent restaurants. Yes, guests are overwhelmingly willing to download and use your app. But only if it delivers the features they care about most.

Guests want fast, convenient reordering, loyalty programs that reward their visits, and app-exclusive deals to keep them coming back. Photos of your menu items, easy-to-save favorites, and a simple checkout process are key. And for your regulars—who drive the most engagement—these features are even more important.

Getting these elements right can have a huge impact on your repeat business and guest loyalty. It’s not about having a flashy app, but one that truly serves your guests’ needs.

At Owner, we’ve built apps that do exactly that, helping independent restaurants increase orders and guest retention. Ready to make your app a success? Schedule a demo, and let’s make it happen.

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