Is going cashless the future for QSRs?

QSR brand leaders share their thoughts on cashless operations.

Less venues are accepting cash and Australians are divided on cashless services.

According to the Australian Competition & Consumer Commission’s website, businesses don’t have to accept cash.

“Businesses can choose which payment types they accept. It is legal for a business to specify the terms and conditions that they will supply goods and services. This includes whether they will accept cash payment. However, consumers must be made aware of these terms and conditions before they make a purchase,” the website said.

The regulator also said on its website that businesses should be clear about the types of payments they accept and the total price payable, with the business including any minimum surcharge payable in the displayed price for its products.

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We asked a few QSR brand leaders their opinions.

QSR Media: What's your take on fast-food brands going card-only to focus more on food quality? Is this a viable strategy for improving customer experience?

Brett Houldin, CEO, El Jannah: I don’t believe the two are linked. Card only is a transaction in the FOH (front of house) whereas food quality is the supply chain, cooking process and brand focus. Customer experience is more about the entire loop that includes a digital path to purchase, in-store environment and customer service. I would have expected some brands to transition to card only to reduce cash handle risks and improve speed of service however taking it away when a traditional QSR customer is likely to use cash more than full-service restaurants or other parts of the retail industry seems odd at this point.

QSR Media: How do you see the balance between operational efficiency from card-only payments and potential accessibility concerns for cash-dependent customers? Do you have any thoughts or experiences you can share in your operations?

Brett: As above, I don’t believe the benefits of taking away cash will outweigh the risk of losing some customers. No examples to suggest as we are open to allowing customers more ways to pay not reducing them. There has been an enormous shift towards cashless transactions since COVID and this will continue, especially with online channels and in-store devices. This will organically provide benefits to QSR operators without limiting customers who still utilise cash at the counter.

QSR Media: What's your take on fast-food brands going card-only to focus more on food quality? Is this a viable strategy for improving customer experience? How do you see the balance between operational efficiency from card-only payments and potential accessibility concerns for cash-dependent customers? Do you have any thoughts or experiences you can share in your operations?

Matt Fickling, Chief Operating Officer, Motto Motto: Motto Motto is committed to enhancing our guests' experience and flexibility, we recognise the evolving landscape of consumer preferences and the importance of convenience in our dining experiences. 

Whilst we acknowledge the shift towards card payments for efficiency, quality and accuracy, Motto Motto remains dedicated to accommodating all guests and franchise partners by offering multiple payment options that our guests can choose from. We understand that some guests may still rely on cash, and we are committed to ensuring accessibility for everyone. Whether it's through our self-service ordering kiosks or table QR codes, traditional counter transactions, our membership program MyMotto, or various digital platforms, we prioritise the comfort and satisfaction of our guests.