Intouch Insight Releases 2024 Study on Third-Party Delivery Trends

Insights from Intouch Insight's 2024 Third-Party Delivery Study

Intouch Insight, a prominent name in customer experience solutions, has unveiled its latest findings regarding third-party delivery services. This study is pivotal for businesses navigating the competitive landscape of food delivery, shedding light on customer satisfaction factors and service effectiveness.

Understanding the Delivery Landscape

With the rise of services like DoorDash and Uber Eats, understanding the dynamics of third-party delivery is paramount. The 2024 study emphasizes essential elements such as delivery speed, order accuracy, and overall customer experience. As Cameron Watt, the President & CEO of Intouch Insight explains, these factors are vital for maintaining brand reputation amidst growing customer expectations.

Key Takeaways on Delivery Service Performance

The report analyzed leading third-party delivery services, specifically focusing on Uber Eats, DoorDash, and Grubhub. DoorDash has emerged as the standout performer in various metrics, particularly in customer satisfaction, delivery speed, and order accuracy.

It is also noted that while Uber Eats excels in maintaining the proper food temperature during deliveries, Grubhub has gained recognition for routinely beating expected delivery times.

Differences in Consumer Experience: Restaurants vs. Convenience Stores

Intouch Insight's findings reveal a remarkable performance gap when comparing orders from restaurants to those from convenience stores. Restaurant orders consistently outperformed those from convenience stores across the measures evaluated, with independent restaurants taking the lead over chain establishments.

The Influence of the Delivery Process on Satisfaction

A critical aspect highlighted in this report is the impact of drivers' order batching practices on customer experience. The study uncovered that orders delivered directly to customers without additional stops arrive significantly faster - averaging approximately 13 minutes less than those that are batched. This streamlining not only ensures quicker delivery but also enhances food temperature and overall customer ratings.

Importance of App Usability and Service Fees

The usability of delivery applications plays a crucial role in consumer satisfaction. Moreover, the assessment underscored how varying service and delivery fees can influence the buyer's experience. Businesses need to adapt to these findings to enhance their operational strategies.

Industry Presentation and Future Outlook

The excitement surrounding the insights from this study was palpable, especially during the FSTEC conference where Watt presented alongside Robert Byrne from Technomic. Their findings emphasize the significance of comprehension regarding the evolving delivery environment. As consumers enjoy an abundance of choices, brands must remain proactive about understanding their strengths and weaknesses to seize market opportunities.

Delivering high-quality service and optimizing operations are essential strategies for thriving in this dynamic sector.

About Intouch Insight

Founded in 1992, Intouch Insight specializes in providing innovative customer experience solutions tailored for multi-location businesses. Their purpose is to help brands achieve operational excellence by surpassing customer expectations. The company gathers and analyzes data through various mechanisms, including customer surveys and compliance audits, serving more than 300 esteemed brands throughout North America.

Frequently Asked Questions

What is the purpose of Intouch Insight's 2024 study?

The study aims to evaluate the performance of third-party delivery services and identify factors that influence customer satisfaction.

Which delivery service was found to be the top performer?

DoorDash was identified as the leading service, excelling in customer satisfaction, delivery speed, and order accuracy.

How do restaurant orders compare to convenience store orders?

Restaurant orders demonstrated superior performance across multiple metrics when compared to convenience store orders, especially among independent restaurants.

What impact does order batching have on delivery performance?

Order batching negatively affects delivery speed, with direct deliveries arriving approximately 13 minutes faster, leading to higher customer satisfaction ratings.

What services does Intouch Insight provide?

Intouch Insight offers customer experience solutions, including data collection and analytics, catering to multi-location businesses aimed at improving operational performance.

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