RESTAURANT CUSTOMERS
REALLY LIKE THEIR DELIVERY SERVICES AN EXCLUSIVE LOOK AT THIRD-PARTY DELIVERY SERVICES FROM INTOUCH INSIGHT SHOWS HIGH CUSTOMER SATISFACTION WITH THE SERVICE, EVEN IF IT COSTS A BIT MORE. BY JONATHAN MAZE
This story is part of a series based on The Path to Third-Party Excellence, a secret shopper study from Intouch Insight conducted exclusively for Restaurant Business and its sister publications CSP Daily News and Nation's Restaurant News. Click here to see our full report.
F ees and higher menu prices do not appear to be dissuading consumers from ordering third-party delivery, even as they visit restaurants less often overall, and here is a big reason why: They really like the service. Nine in 10 restaurant customers were satisfied with their orders from the country’s three major third-party delivery services, according to a first-of-its-kind secret shop- per study from the consulting firm Intouch Insight for Restaurant Business and its sister publications. A generally high percentage of customers were satisfied with their restaurant orders throughout the day. And, while DoorDash generally performed better than rivals Uber Eats and Grubhub, on balance consumers seemed happy with all three. The results provide some insight into the persistent growth of third-party delivery de- spite concerns about the price of such services and declines in customer traffic hitting a wide range of concepts.
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OCTOBER 2024 RESTAURANT BUSINESS
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