Industry research firm Technomic just released a new study "On Demand Delivery: Disrupting the Future of Foodservice" that confirms that even if restaurants have a formal agreement with third-party ordering portals and delivery services, the majority of consumers (76%) hold the restaurant at least partially responsible for any errors.
"This puts operators' brand reputation at risk each time a customer orders delivery through these services," says Melissa Wilson, a principal at Technomic Inc. "Even if delivery is not a current strategic initiative, operators should educate themselves about and understand the dynamics of the third party delivery market so they can put guardrails in place to maintain quality and brand reputation."
The On Demand Delivery study helps operators and third-party delivery services interpret the evolving dynamics with this distribution channel to strengthen their ability to create effective strategies for capitalizing on this emerging trend, devising plans related to the potential impact on operations, product mix, and store design, or developing their own delivery offering.
Additional findings from this study include:
The data and insights provided in the On Demand Delivery: Disrupting the Future of Foodservice study were developed using primary research including qualitative research with third-party delivery customers and an online survey with 2,800 consumers who use either third-party delivery or restaurant-operated delivery services. Additional insights were obtained from interviews with third-party delivery providers and restaurant executives. Secondary research, including profiling of leading third-party providers also was employed.
The complete On Demand Delivery: Disrupting the Future of Foodservice study is available for purchase by contacting Patrick Noone at firstname.lastname@example.org or 312-506-3852. For report details and press-related inquiries, contact Melissa Wilson at email@example.com or 312-506-3812.
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