MISSED OPPORTUNITIES FOR RESTAURANT DELIVERY? Exclusive secret shopper study reveals challenges and opportunities for restaurants looking to grow delivery sales .
G etting a restaurant meal delivered to your home is cheaper than it was a year ago, at least when it comes to the fees. But it’s also slower. That’s the biggest takeaway from a Restaurant Business/Nation’s Restaurant News exclusive study on the perform - ance of delivery services, in conjunction with the mystery shopping firm Intouch Insight. Intouch Insight CEO Cameron Watt shared key findings of the study with FS/TEC attendees and joined Jonathan Maze’s A Deeper Dive podcast to explore the results. Among the highlights from the study: Delivery services are getting better at estimating delivery times, but overall delivery times dropped; • Food orders from restaurants are less likely this year to be the right temperature; • Delivery fees charged to consumers dropped, but the menu prices are higher than they are in the restaurant; • Convenience stores, a growing com - petitor for many fast-food chains, are closing the gap with restaurants when it comes to delivery • Delivery companies are offering fewer promotions, even as their fees have decreased, despite a value push by restaurants. To conduct the study, Intouch shoppers ordered delivery from 600 restaurants and convenience stores from each of the three major third-party delivery services, along with first-party delivery offered by well-known brands in both industries.
Unpacking restaurant delivery costs Cameron Watt of Intouch Insight breaks down the true costs of restaurant delivery and what it means for operators’ bottom lines.
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24 | FSTEC 2025
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