Why Many Guests Feel Like Strangers—and How to Fix It [New Survey Data]

The hospitality industry has long operated on a simple premise: If you treat people well, they’ll come back. But in an era where data and digital tools are everywhere, the definition of “treating people well” has shifted.

For the vast majority of diners today, the restaurant experience remains stubbornly one-size-fits-all. While loyalty programs are more common than ever, the actual feeling of being a “regular” is becoming increasingly rare.

To better understand how consumers were feeling about restaurant personalization, Toast conducted a blind survey of 1,466 adults based in the U.S.  who have dined in, ordered takeout, or ordered delivery in the last three months, and found that the “personalized guest experience” may still be more of a myth than a reality. 

Key Finding: According to a 2025 Toast survey of 1,466 U.S. diners, only 20% of restaurant guests consistently receive personalized experiences—representing a massive missed opportunity for hospitality brands looking to build genuine, long-term loyalty.

What percentage of restaurant guests receive personalized experiences?

Only 20% of restaurant guests—just one in five—report consistently receiving a personalized experience when dining out. For the other 80%, the dining experience can feel largely anonymous.

What guests want most from restaurant personalization

1. Tailored loyalty perks: 49% of diners want loyalty rewards customized to their preferences.

2. Personalized discounts: 48% of diners want discounts based on their ordering history.

3. Preferential seating: 37% of Boomers+ value being offered their preferred table.

4. Staff recognition: 35% of Boomers+ appreciate being known by name by restaurant staff.

Who is (and isn't) being recognized?

The Personalization Gap isn't felt equally: Boomers and Gen X experience recognition less frequently than younger diners, and stark geographic divides reveal where opportunity is greatest.

While the industry has the tools to make every guest feel like a regular, the data suggests that these moments of recognition are the exception, not the rule. When Toast asked guests how often they actually experience a personalized touch when dining out, the results were surprisingly infrequent:

• Always: 5%

• Often: 15%

• Sometimes: 41%

• Rarely: 28%

• Never: 10%

Who is (and isn't) being recognized?

The “Experience Gap” isn't felt equally across the board. Boomers and Gen X experience personalization significantly less frequently than their Gen Z and Millennial counterparts. There is also a distinct geographic and demographic divide:

• Regional Leaders: Guests in the Northeast report the highest frequency of personalization.

• The Recognition Desert: Diners in the South and Midwest report the lowest levels of tailored service.

• Urban vs. Rural: Personalization is most common in urban centers, while those in semi-urban, sub-urban, or rural areas are much more likely to say they “never” or “rarely” experience it.

What do guests actually want? 

The data shows that personalization shouldn't be a guessing game. Guests are remarkably clear about what would actually improve their experience. At the top of the list are rewards that impact the bottom line: tailored loyalty perks (49%) and personalized discounts (48%). 

While savings-related perks are a universal win, personalization is a crucial, often overlooked opportunity. Boomers+, in particular, place a high premium on human-centric recognition. For this group, preferential seating (37%) and staff recognition (35%), or simply being known by the team, are valued just as much as, if not more than, a digital coupon.

Top 3 ways restaurants can close the personalization gap

The “Personalization Gap” represents a massive opportunity for operators. When 80% of your market feels like they often aren't getting a tailored experience, the first restaurants to champion personalization could command the highest loyalty.

1. Incentivize the “Save”: Use your POS data to send offers based on what guests actually buy, rather than generic blasts. With 48% of guests prioritizing personalized discounts, targeted promotions can drive measurable loyalty.

2. Don't Overlook the “Soft” Perks: Train and incentivize staff to recognize returning faces and reserve preferred seating for high-spending, older customers. For Boomers+, effective personalization looks less like a coupon and more like reserving their favorite booth.

3. Bridge the Geographic Divide: Implement basic recognition tools in areas outside major urban hubs or the Northeast. Because personalization is rare in the South and Midwest, even simple personalization efforts can differentiate a restaurant from competitors.

Table for two? 

The data clearly shows that guests want to be treated like valued regulars, not just anonymous entries in a database. Restaurants that can deliver that feeling, whether through a digital discount or a preferred table, will be the ones that stand out in 2026.

Methodology: Toast conducted a blind survey from October 9-15, 2025. of 1,446 adults based in the U.S. who dined in, ordered takeout, or ordered delivery in the last three months. Respondents were not made aware that Toast was fielding the study. Panel providers granted incentives to restaurant respondents for participation. Using a standard margin of error calculation, at a confidence interval of 95%, the margin of error of +/- 2%.