While restaurants are increasingly embracing the operational benefits of technology, customers are not as convinced. According to the National Restaurant Association’s 2026 State of the Industry Report, nearly two-thirds of operators believe technology improves hospitality, while only 41% of consumers agree. 

“This gap likely reflects how operators see technology working on the floor,” The National Restaurant Association report stated. “Many view it as a way to take pressure off of staff and give employees more time to focus on guests.”

Despite this perception, the vast majority of operators (94%) say technology has not led to the elimination of hospitality positions.

That’s not the only technology perception gap between consumers and operators. While delivery remains one of the most popular channels with customers — 52% of consumers say they still order delivery even when money is tight — almost one-third of operators say it is likely to introduce challenges, and full-service operators are the most likely to feel the downsides of delivery channels.

Surveyed operators listed issues with third-party delivery services — including communication problems and driver issues — as well as fees and lack of data access as their top concerns when it comes to delivery. 

Although delivery has become one of the most common ordering methods, with three-quarters of customers saying they’ve ordered through a third-party delivery service at least once in the past six months, the majority of consumers (56%) said they’d prefer to order directly through a restaurant, likely driven by similar concerns as operators, including fees and service quality. 

As more operators invest in AI-driven technology, with over one-quarter of restaurants saying they use AI tools, consumer comfort levels with technology vary. A solid majority of consumers said they would be comfortable ordering and paying through smartphones, websites, kiosks, or tablets at the table, according to the report. 

However, only 39% of consumers said they would be comfortable placing their order with an AI-generated persona — a possible consideration for operators looking to invest in voice AI. When it comes to food delivered by robot or drone, there is a generational split, with the majority of Gen Z saying they’d be comfortable with the idea, while only 20% of Baby Boomers agreed.

Although consumers are still hesitant to interact with robots, the majority want technology that enhances both hospitality and efficiency, particularly for off-premises experiences. 

“Most diners are all-in on tech that makes the experience faster and easier, especially when it comes to ordering and paying,” the report said.