Understanding the cognitive triggers that cause 67% of QSR customers to switch monthly - and how Americana's portfolio controls the destination
THE HIDDEN SYSTEM
Six Cognitive Triggers Drive All Switching Behavior
Most QSR operators see switching as random defection. It's not. Every switch follows a predictable cognitive trigger.
The insight: Americana's portfolio is architected to absorb 5 of 6 trigger types internally.
Competitors can only retain customers who DON'T switch - you retain customers WHILE they switch.
TIMING IS EVERYTHING
When Triggers Fire Throughout the Day
Switching isn't random across time. Different triggers activate at different hours, creating predictable intervention windows.
Lunch (12-3pm) shows massive Variety Seeking + Social Influence spikes. Evening (6-9pm) is dominated by Craving Shifts.
COMPETITIVE WEAKNESS MAP
Each Category Has a Different Achilles Heel
Not all switching is equal. Chicken customers leave from boredom (8-day cycle). Burger customers leave from price sensitivity (12-day cycle).
Coffee customers leave from convenience disruptions (6-day cycle).
PREDICTIVE INTELLIGENCE
Leading Indicators That Predict Switching Before It Happens
Customers telegraph their switching intent days before they act. These behavioral signals create intervention windows where portfolio messaging can redirect the switch internally.
THE COMPOUND EFFECT
How One Switch Creates Cascading Loyalty or Defection
A switch isn't an isolated event - it starts a cascade. When KFC customer switches to Pizza Hut (internal), 91% return to portfolio within 3 days.
When they switch to competitor, 34% cascade risk.