The 2025 Paytronix Online Ordering and Catering Report has found that restaurant and convenience store guests complete their online orders up to four times faster via native mobile apps than on web browsers.
The report, published by Paytronix, highlights how native mobile app interfaces for both iOS and Android markedly improve the speed and reliability of online orders in hospitality settings. According to the report, first-party mobile apps complete orders up to five to ten times faster than white-labeled or embedded platforms.
Order speed and platform performance
Detailed analysis of device platforms showed that order transaction times vary, with iOS outperforming Android overall. The data revealed that:
- iOS has an average mean time of 531.67 seconds (approximately 8 minutes 52 seconds) and an average median time of 232.49 seconds (around 3 minutes 52 seconds).
- Android app orders showed an average mean time of 1,271.72 seconds (about 21 minutes 12 seconds) and a median of 258.72 seconds (approximately 4 minutes 19 seconds).
The report noted, "iOS orders are significantly faster on average, both in mean and median times. Android shows higher variability, with a much larger mean time, suggesting more frequent delays or outliers. Median times are closer, indicating that typical Android orders aren't drastically slower - but the long-tail delays skew the average."
Paytronix concluded, "This data reinforces the strategic value of investing in streamlined native mobile interfaces. App-native loyalty platforms not only increase AOV and engagement but also dramatically reduce time-to-order, improving both user satisfaction and throughput."
First-party engagement and guest loyalty
The report underscores a broader industry shift towards mobile-first guest engagement, citing its influence on order frequency, loyalty programme usage, and lifetime value for businesses. According to the findings:
"For restaurants and c-stores, mobile-first engagement is now the primary driver of higher order frequency, deeper personalization, and stronger lifetime value. These guests order more frequently, engage more deeply with loyalty programs, and respond better to personalized promotions. When loyalty is integrated directly into mobile ordering, order frequency rises measurably, turning one-time buyers into repeat, high-value customers." - 2025 Paytronix Online Ordering and Catering Report.
The research confirmed that integrating loyalty schemes into native mobile ordering applications led to a measurable increase in frequent purchases, as well as more personalised interactions between brands and consumers.
Order values and customer behaviour
The study found web-based interfaces typically yield higher Average Order Values (AOVs) than mobile. Across 12 months of examined data, non-loyalty customer AOV was $35.97, whereas loyalty customer AOV averaged slightly less at $34.79. Despite non-loyalty customers spending marginally more per order, loyalty members were far more likely to make additional purchases over time.
The report states, "First-party, OXB (Paytronix Order Experience Builder) loyalty orders continue to maintain high order values YoY, while third-party guest orders saw no meaningful uplift in 2024. Owning the guest relationship protects long-term AOV performance, even during volatile cycles."
Order completion and recommendations
Paytronix data indicates an average order completion rate for first-party apps of around 40.4 per cent. The recommendation acceptance rate via mobile was approximately 3.6 per cent, and the average total per transaction was recorded at about $22.86. Web interfaces displayed a slightly higher order completion rate at 41.1 per cent, with recommendation acceptance at about 4.1 per cent.
Recommendation acceptance rates generally stayed below 5 per cent across interfaces, although some specific product categories saw rates exceeding 20 per cent. The data shows that suggestions for category-based add-ons or recommended products can increase digital ticket sizes by 14 to 18 per cent.
Impact of digital ordering and system integration
The report concludes that brands adopting first-party digital ordering channels - particularly those integrating loyalty programmes - can increase customer lifetime value by up to 32 per cent. Streamlined ordering experiences also result in an increase in order frequency of 28 per cent and encourage repeat visits. System integration between kitchen operations and ordering platforms has also been credited with a 22 per cent reduction in fulfilment errors, leading to improved order accuracy and greater customer satisfaction.
The Paytronix 2025 Online Ordering and Catering Report illustrates the ongoing changes in how restaurant and convenience brands use digital platforms to manage and deepen guest relationships, focusing on direct engagement and operational efficiency.
