Tech reliability becomes key differentiator as c-store food competition heats up

ALPHARETTA, Ga. – Convenience stores have emerged as a serious competitor to quick-service restaurants in prepared food, but reliable digital ordering technology will be essential to sustaining that momentum, according to new research from Canopy.

The company’s “Powering the Pit Stop” report, based on a survey of 1,008 convenience-store food customers nationwide, found that the industry’s most frequent diners are also its most active users of mobile apps, self-service kiosks, and loyalty platforms. As a result, technology performance is increasingly shaping where consumers choose to buy prepared food.

The findings underscore that convenience retailers’ investments in foodservice have evolved beyond menu quality and speed to encompass the overall digital customer experience.

“Convenience stores have spent years upgrading their food programs. Now, the c-store tech experience influences where consumers eat, too,” said Steve Latham, CEO of Canopy. “Every time those systems fail, it lands on a c-store’s most important customers and puts their loyalty at risk.”

The report found that 71% of consumers ages 18 to 24 purchase hot food from convenience stores every week, making them the category's most frequent diners. This same group is also the most reliant on digital ordering tools, with Canopy reporting that they are two to four times more likely than older consumers to value a seamless digital experience.

Among all respondents, 85% of the most frequent diners place orders through a mobile app, while 76% of app users and 71% of kiosk users reported experiencing ordering issues at some point. These disruptions can directly affect customer loyalty, particularly among the consumers who visit stores most often.

Food quality continues to outweigh convenience as a purchase driver. Forty-four percent of respondents cited food quality as one of the top reasons for choosing a convenience store for prepared meals, compared with just 19% who selected location. Weekly customers were also significantly more likely than occasional visitors to believe convenience stores offer faster service than traditional quick-service restaurants.

The study suggests that many retailers have already positioned convenience stores as a preferred meal destination for time-pressed consumers. Nearly three-quarters of respondents said they have a favorite convenience chain, indicating strong loyalty among regular foodservice customers.

The report also highlighted differences in how retailers are perceived in terms of their digital capabilities. Although Wawa received a smaller share of survey respondents than some larger competitors, it earned a disproportionately high share of “best technology” ratings, outperforming chains such as 7-Eleven and Circle K on a per-customer basis.

Canopy concludes that as convenience retailers continue to expand their prepared-food offerings, the reliability of technology will become as important as menu innovation. Ensuring that mobile apps, kiosks, and other digital ordering platforms perform consistently across all locations could determine whether c-stores continue to win market share from quick-service restaurants and convert occasional diners into loyal, repeat customers.