Why Takeout Is the Key to Restaurant Success (And How to Use It to Build Customer Loyalty)

Takeout now plays a bigger role in restaurant operations than ever before. With 52% of diners saying that ordering takeout is essential to their lifestyle, it’s no longer just an option—it’s an opportunity.

But getting customers to order once isn’t enough. Repeat business is what drives real growth, yet many restaurants struggle to keep takeout diners coming back. 

With competition increasing and third-party apps controlling customer relationships, building loyalty requires a smarter approach.

In this article, you will learn:

• Why takeout is a powerful tool for customer retention
• The biggest reason diners don’t return—and how to fix it
• Simple strategies to turn first-time customers into regulars

Let’s look closer at how takeout has changed. 

The Growing Role of Takeout in Restaurant Success

Takeout has evolved from a secondary service into a core business model. 

Customers now expect restaurants to offer takeout, and those that do it well can turn it into a powerful driver for long-term success. But with so many options available, getting diners to return is more challenging than ever

Great food and service aren’t always enough to secure repeat business—especially when third-party apps control the customer relationship. 

When diners order through these platforms, they often associate their experience with the app, not your restaurant. Without a direct connection, they’ll simply go wherever ordering feels easiest.

That’s why takeout success isn’t just about fulfilling orders—it’s about giving customers a reason to come back.

Why Customers Don’t Always Return (And What You Can Do About It)

Bringing in takeout orders is one thing—getting customers to come back is another. Many diners order once and never return, not because they didn’t enjoy the food, but because nothing is keeping them connected to your restaurant.

Without that direct connection, customer loyalty becomes fragile. 

Diners are easily swayed by whatever is most convenient—whether it’s a discount from another restaurant, a faster delivery estimate, or simply the habit of ordering from a competitor.

In a recent survey by ChowNow, 54.6% of diners said they’ve chosen one restaurant over another specifically because of a loyalty program. That means more than half of your customers are actively looking for rewards.

If you’re not giving diners a reason to return, they’ll find one elsewhere. 

A strong loyalty program keeps your restaurant top of mind and turns one-time customers into repeat guests by making every order feel rewarding.

Whether it’s discounts, freebies, or exclusive perks, a well-structured program makes customers feel valued and more likely to order again.

So how do you turn those one-time takeout customers into loyal regulars?

How to Turn Takeout Customers Into Regulars

It’s actually not very difficult—the diner has already shown interest in your restaurant and tried your food—now, you just need to make it as easy as possible for them to order from you again, and give them an incentive to do it more often. 

1. Encourage Ordering Through Direct Channels

Relying on third-party apps might bring in orders, but it comes at a cost. Every transaction means handing over a portion of your profits and losing access to valuable customer data that could help drive repeat business.

Diners want convenience, and many times the deciding factor is based on how easy it is to place their first order. If your direct ordering system is smooth, fast, and user-friendly, they’ll be more likely to return to your restaurant instead of defaulting to a third-party app. 

In ChowNow’s survey, 78% of diners said that an easy online ordering process influences their decision to reorder takeout or delivery from a restaurant.

Offering small incentives can help shift ordering habits in your favor—the goal is to make direct ordering the easiest and most rewarding option.

2. Deliver a Great Takeout Experience

Quality and accuracy can make or break a takeout customer’s decision to return. A single lousy experience—whether it’s a missing item, cold food, or messy packaging—can be enough to lose a customer for good.

To improve efficiency and ensure every order meets expectations, consider these strategies:

• Automate order management to reduce errors and streamline communication between your kitchen and front-of-house staff.
• Standardize packaging to maintain food quality, prevent spills, and ensure customers get the best version of their meal.
• Train staff to check and verify every order before it leaves the restaurant, making sure nothing is missing and everything is packed properly.

A little extra attention to takeout operations goes a long way in creating a positive experience that brings customers back.

3. Keep Diners Engaged Beyond Their First Order

The biggest challenge is staying top of mind when diners have so many options available to them. A simple follow-up can make all the difference in turning a one-time order into a repeat customer.

One of the easiest and most effective ways to do this is email marketing.

• Send well-timed emails with exclusive offers or limited-time promotions to encourage another order.
• Use automated email marketing to stay connected without extra effort, ensuring diners hear from you regularly.
• Highlight menu favorites and new dishes to spark interest and remind customers why they loved their last order.

A friendly, well-placed email can be the nudge a diner needs to order from you again instead of choosing a competitor. When done right, email marketing builds familiarity, keeps your restaurant top of mind, and drives repeat orders—all with minimal effort.

4. Offer a Rewards Program That Incentivizes Direct Orders

Diners love earning perks—when done well, a rewards program will steadily grow your customer base along with your bottom line. 

The key is to offer rewards exclusively through direct orders. When customers know they can only earn points, discounts, or freebies by ordering directly from your restaurant, they have a real incentive to bypass third-party apps. 

This not only helps you avoid high commission fees but also strengthens your customer relationships by keeping their business in your hands. 

When they associate great perks with ordering straight from your restaurant, they’ll be more likely to make it a habit—leading to higher profits and long-term success.

Want to Build a Takeout Strategy That Drives Loyalty?

Want to learn exactly how to build a takeout program that keeps customers coming back? 

Our free guide breaks it all down, giving you actionable steps to boost loyalty, protect profits, and grow your restaurant’s takeout success.

Download your guide now and start building a takeout strategy that works for you.