From May 9-13, 2019, US Foods surveyed 1,518 adults in the U.S. who have used food delivery apps. Respondents’ ages ranged from 18 to 77, with a median age of 31.
The study also also surveyed delivery drivers.
From May 9-11, 2019, US Foods surveyed 497 adults in the U.S. who identified as having worked as a deliverer for at least one food delivery app. Respondents’ ages ranged from 21 t0 63, with a median age of 30.
Here are some of the key findings:
The 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.
When things go wrong in food delivery, unfortunately the end consumer often blames the operator, 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.
When delivery goes well, deliverers should be paid a solid tip. 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.
By learning more about what consumers crave in their off-premise dining experiences, foodservice owners and operators can better cater to their customers’ needs while making smarter business decisions.