New Study Shows What Consumers Crave in a Food Delivery Service

For restaurant operators, the delivery industry can be a difficult landscape to navigate, but if done correctly, big profits are on the horizon. 

For consumers, the on demand aspect is everything. We recently conducted a national survey in order to understand the habits and pain points of consumers who use popular food delivery apps. We also checked in with deliverers too, to hear their side of the story. Our most interesting findings are summarized below.

Food delivery statistics

Our survey establishes the most common complaints in the world of food delivery apps. Not surprisingly, people want food served warm, fresh and on-time – especially when they're paying a premium for it. 

Of course, frustration extends beyond the customers. Of the nearly 500 deliverers we surveyed, topping the list is weak tips, food not being ready at the restaurant, and lack of communication with customers. To remedy this, many operators are scaling back delivery services and menus so as not to overwhelm the kitchen and create a negative experience for both the dine in and delivery customers.

Food delivery statistics - Top complaints

When things go wrong in food delivery, unfortunately the end consumer often blames the restaurant, even when they are not at fault. With so many moving parts, getting it right can be tough to achieve, but the industry is creating more solutions every day. 

To ensure a restaurant’s food arrives intact and untouched, tamper evident labels and packaging built for off-premise experiences are a game-changer. Get more tips on Taking it To Go here.  
 

Food delivery statistics - Deliverers behaving badly

When delivery goes well, deliverers should be paid a solid tip. In decades past, the formula was simple – you give the pizza guy $5 on Friday night when he delivers your pie. As the food delivery business has expanded exponentially, tipping has become more complicated. Some customers use these apps five times a week. Should they be spending $25 on tips? Plus, there are service and delivery fees added in. It is always an emotionally charged subject in our culture. Below we reveal the latest trends in food delivery tipping. 

Food delivery statistics - Tipping

By learning more about what consumers crave in their off-premise dining experiences, restaurant owners and operators can better cater to their customers’ needs while making smarter business decisions. 

Methodology: From May 9 - 13, 2019, we surveyed 1,518 American adults who have used food delivery apps, including UberEats, Grubhub, DoorDash and Postmates. Respondents’ ages ranged from 18 - 77, with a median age of 31. Additionally, from May 9 - 11, 2019, we surveyed 497 American adults who identified as having worked as a deliverer for at least one food delivery app. Respondents’ ages ranged from 21 - 63, with a median age of 30.