More than half of all QSR orders in Australia are now digital, according to new research released by Fonto.
For the December quarter, Soul Origin moved into first place on the overall customer satisfaction rankings, ahead of Betty's Burgers, El Jannah, and Crust Pizza. Fonto triggers customer satisfaction surveys from purchases made with all major QSR brands and tracks comparative customer satisfaction and other customer experience variables across the category.
The rankings are based on “Overall Satisfaction” in the survey, and driven by the percentage of customers that indicated they were “Very Satisfied” (top box).
Notably, a number of major brands were on the move during the quarter, improving their customer experience significantly. Subway rose six places to finish fifth on the list, Crust jumped four places to finish in the top five, while Grill'd and Hungry Jacks jumped three places each to finish in the top 10.
Soul Origin (who have only been tracked by Fonto since mid-2025), have gained prominence among its customer base as it ventures out of shopping centre locations, opening its first drive-through experience during the December quarter in Epping Victoria.
While the largest brands often fall outside of the top 10 for customer satisfaction due to relative size and customer expectations, Hungry Jacks have notably performed strongly throughout the financial year to date, moving up into 10th place on Fonto’s rankings.
“Hungry Jack’s have put a lot of effort into keeping their menu fresh and our data shows they have been winning when it comes to customer loyalty. We are seeing a definite increasing in the frequency of purchase, particularly amongst younger generations,” said Ben Dixon, CEO of Fonto.
Guzman y Gomez, has continued their rapid topline growth despite lacklustre share market performance, however also saw a dip in its Fonto customer satisfaction ranking, dropping from third to ninth place as it battles with both the operational challenges of rapid growth and a rising customer expectation as it becomes a mainstream QSR brand.
Cult favourite Yo-Chi significantly increased its customer base year on year as it continued to add new stores in high traffic locations.
Market penetration (the number of customers who purchased at least once) for Yo-Chi amongst Australians aged over 18 increased by more than five percent for the December quarter compared to the year prior, indicating almost 1.4 million new customers aged 18+. This was amongst the fastest growing brands in the category despite its niche focus on frozen yogurt.
Although not a natural competitor to the large format hot food chains in QSR, Yo-Chi is highly regarded amongst the QSR community for its low operating costs and ease of operational implementation.
Pizza Hut, which lost a significant volume of customers throughout 2024, has rebounded in 2025, regaining more than 400,000 customers aged over 18 during the December quarter that it had progressively lost over two years.
Fined AUD 2.5 million in 2024 for breaching the Spam Act, a combination of factors including cost of living pressures, new competitors, and brand perception led to a steady loss of customers post-COVID.
A broad effort to revamp value and promotional offers, digital ordering and menu enhancements, as well as a local marketing refresh, has helped Pizza Hut surge back in 2025 and move into the top 10 in terms of customer satisfaction rankings.
Digital orders continue to be an area of focus for the category, with 53 percent of all orders under measure by Fonto recorded as via a digital ordering method. Digital ordering methods include self-serve kiosks, brand websites and apps, QR Code menus and delivery apps such as Uber Eats and Doordash.
Domino’s and Pizza Hut continue to lead the category in terms of digital orders, with 83 percent and 79 percent respectively of all orders under measure coming digitally.
The major brands KFC (62 percent), McDonald’s (54 percent) and Hungry Jack’s (53 percent) all now record more than half of orders coming from these sources.
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