What shaped 2024?
As we near the end of 2024, we can safely say this year was anything but ordinary for the QSR and convenience store industries. We saw bold innovations, surprising twists, and major shifts that will shape the way we eat, shop, and engage with the brands we love. From tech experiments that wowed us (and some that flopped) to big acquisitions that could change the competitive landscape, it felt like there was always something happening.
Whether it was your favorite fast-food spot rethinking the drive-thru experience or convenience stores upping their game to compete with restaurants, the common theme was clear: adapting to meet customers where they are—and where they’re going. Let’s dive into the biggest stories of the year and how they’re setting the stage for 2025.
1. Innovation: A Year of Experimentation and Evolution
2024 saw some QSR brands double down on tech, while others rethought their approach. Wendy's entered the year with its AI-powered chatbots in drive-thrus, cutting down on wait times and adding a touch of personalization. Taco Bell expanded its self-serve kiosks, giving customers more control over their orders, while KFC began experimenting with AI to suggest menu items based on the time of day or past orders.
Not every experiment was a win, though. 麦当劳 s AI voice assistants were pulled from drive-thrus after customer feedback showed they weren’t quite ready to replace humans, proving that not every tech solution fits the customer experience.
For more details on innovation, explore our Emerging Experiences 2024!
2. Convenience Stores: More Than Just a Pit Stop
Convenience stores leaned into transformation this year, with major players like Wawa, Inc. pushing on their expansion efforts, with plans to open up to 280 new stores over the next decade across eight states in the South and Midwest. The first store in North Carolina opened in May 2024, with additional locations planned in Rocky Mount, Elizabeth City, Greenville, Wilson, and Goldsboro by year's end. Meanwhile, 7-Eleven made headlines for a different reason: a $47 billion takeover bid from Canada’s Couche-Tard , owner of Circle K . Though initially rejected, the deal remains a story to watch as Couche-Tard signals it’s not giving up.
The biggest takeaway? Convenience stores are no longer just about grabbing snacks and gas. With better food, cleaner stores, and even EV charging stations popping up, these spaces are evolving into destinations for busy consumers. Want more? Dive in our Convenience Store Trends Report 2024!
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3. Delivery: A Growing Space with Big Moves
Delivery services also made waves in 2024. Grubhub was acquired by Wonder , shaking up the market and sparking questions about what’s next for the brand. DoorDash continued its aggressive expansion into grocery and convenience delivery, while Uber Eats experimented with autonomous robots in select cities.
With so much change in the space, the battle for speed, accuracy, and customer loyalty is heating up. We explored consumer preferences on third-party delivery for restaurants and convenience stores in our Third Party Delivery Report 2024! The bottom line is that brands that can balance these factors will stay ahead as consumers continue to lean on delivery for convenience.
4. Drive-Thrus: Faster, Smarter, and More Personalized
This was a year of reinvention for drive-thrus. Chick-fil-A Restaurants unveiled its new multi-lane drive-thru-only locations, designed to handle high volumes with ease. Meanwhile, Taco Bell tested AI tools to make ordering smoother and more personalized. The drive-thru is clearly more than a convenience—it’s a crucial battleground for customer experience.
These changes reflect that customers want faster, more accurate, and more enjoyable interactions. The brands delivering that will win customer loyalty in a big way. We looked at some of the biggest names in the industry and compared how they perform in these metrics! For results, check out our Drive-Thru Study 2024!
What’s Next?
2024 proved that the restaurant and convenience store industries are anything but stagnant. Brands are adapting, experimenting, and setting the bar higher for what customers can expect. As we look ahead to 2025, the possibilities feel endless—and we can’t wait to see what’s next.