NEW YORK – September 3, 2025 – New data from Harri, the global leader in Frontline Employee Experience technologies, shows that while the promise of the fully automated restaurant may look sleek, diners aren’t buying it. Nearly one in three have avoided a restaurant that felt “too automated.”
Many say they’re put off by robotic interactions, like being asked how their day is going or being sent off by an AI host with a canned “Come back soon, friend.” Others worry about how problems would get fixed without staff around.
When asked where they draw the line on restaurant automation, diners didn’t mince words:
- Only 3% want fully automated guest interactions when dining.
- 90% say keeping guests happy is best handled by people, rather than AI.
- 78% believe addressing sensitive issues like allergies or providing warm welcomes should always be human-led.
- 30% have avoided a restaurant at least once because it felt “too automated.”
“Robots are out, people are in,” quipped Luke Fryer, CEO and co-founder of Harri. “According to this survey, nearly 40% of guests would give up free bread or chips in exchange for an excellent experience every time, which is saying a lot because people love free food. But diners also know automation just can't deliver the service they want. AI has a role, but it should be fixing manager headaches like compliance and inefficiencies so staff can shine.”
When it comes to what could win diners over in a tech-heavy setting:
- Almost half (49%) say lower prices would convince them.
- 39% point to clean and simple systems.
- 38% want faster service - with no sacrifice to quality.
- 37% want to know staff are close by if needed.
Diners aren’t coming in to admire the software. They come for food and service that feels personal. The future of restaurants will depend on blending people and technology in a way that gives staff the space and support to do their jobs well. When employees have that, the experience flows to the guests, and that’s what keeps people coming back.
Dynata conducted the survey, which included 1,000 online responses from adults aged 25+ across the United States.
For more information about Harri, visit: https://harri.com
About Harri:
Harri is the global leader in Frontline Employee Experience technologies, delivering a seamlessly integrated employee journey via solutions across talent acquisition, workforce management, employee engagement and labor compliance. Serving 5 million hospitality employees across 55,000 restaurant and hotel locations globally, Harri empowers top brands including Shake Shack, McDonald's, Jersey Mike's, and Dave's Hot Chicken to optimize their workforce operations and drive profitability. Visit www.harri.com to learn more.