DoorDash: Consumers use AI in restaurant selection
Artificial intelligence tools are playing a key role in online restaurant discovery.
Almost one-quarter (22%) of consumers have used an AI tool like ChatGPT or Google Gemini to help choose a restaurant, according to the new "2026 Restaurant Industry Trends Report" from delivery platform DoorDash. Restaurant listing sites like DoorDash account for more than 41% of the sources AI tools cite when recommending restaurants, leading operators to update menu information (39%), manage reviews (34%) and improve photo quality (32%).
Three-quarters of consumers surveyed by DoorDash say they're comfortable using AI for reservations, but only 28% of operators are using AI to manage calls and customer service. An estimated 40% of reservation calls go unanswered industry-wide, according to the report.
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A majority (74%) of consumers say a dine-in visit led them to later order delivery from that same restaurant, while 62% say a delivery order led them to later dine in, showcasing the importance of a strong online experience on repeat visits. DoorDash noted that almost two-thirds (64%) of consumers say they would prefer one app for managing delivery, pickup and reservations.
"Today’s restaurant guest has more ways to discover, order, book, and return than ever before," said DoorDash. "For operators, each of those moments is an opportunity to make guests feel known, create experiences worth repeating, and build the kind of loyalty that supports long-term growth."
Additional highlights
- Birthdays, date nights and celebrations bring consumers to the dining room, with 86% of respondents saying dine-in is their channel of choice for a special occasion.
- Eighty percent of dine-in visits and 79% of orders are with restaurants that consumers have tried before. Eighty-seven percent of consumers say a credit, discount, or perk influenced them to reorder.
- Almost two-thirds (65%) of consumers say a restaurant remembering their preferences, such as dietary restrictions, favorite dishes, seating choices, etc., would directly affect how often they choose that restaurant. Sixty-three percent say a personalized recommendation or follow-up prompted them to return at least once in the past six months.
The DoorDash report is based on a nationally-representative survey of more than 3,000 U.S. consumers and 500-plus restaurant operators.
