Get ready: The 2024 Third-Party Delivery Report is on its way!
Ready to up your delivery game? Our Third-Party Delivery Experience Report has all the insights you need to choose the best delivery partner, benchmark performance, and grow your market share.
Stay tuned to see which service comes out on top!
THE REPORT MEASURES FOUR KEY ASPECTS ACROSS THREE LEADING SERVICE PROVIDERS.
Research Methodology: How we collected data?
With the help of our extensive mystery shopper network, we performed 600 mystery shop orders across the U.S. Shoppers placed orders using third-party delivery services—no paid tiers or priority delivery were allowed!
Mystery Shop Allocation
Each delivery partner was allocated 200 shops, split evenly between convenience stores and quick-serve/fast-casual restaurants. Convenience store orders included a made-to-order item and a pre-packed snack or drink.
Timing
The shopping period spanned from April to June 2024, with orders placed between 5:00 am and 11:00 pm EST.
Metrics Measured
The study evaluated four key factors that influence consumer choice: Speed of Service, Order Accuracy, Fees, and Overall Experience.
Empowering your delivery choices.
This report underscores the importance of choosing the right delivery partner and optimizing operations to enhance customer experience. Four key aspects that we measured in the report:
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Speed of Service
Speed Matters. It's a top priority for third-party delivery services. To gauge performance, our shoppers tracked the promised delivery time, the estimated time given after placing the order, and the actual delivery time.
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Order Accuracy
In a recent survey, North American consumers ranked order accuracy as the top factor. In our study, which included both pre-packaged and made-to-order items from convenience stores, monitoring this aspect was crucial. While order accuracy primarily depends on the food establishment, food temperature management is within the driver’s control.
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Delivery & Service Fees
Curious about what drives delivery and service fees? It's all about the timing of the order and the distance between the restaurant and the delivery location. Our study reveals which delivery services charge the most. Plus, we compare how main item prices stack up between independent and chain restaurants.
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Overall Experience
To wrap things up, we took a closer look at how satisfied consumers were with their full delivery experience — looking at delivery speed, food temperature, fees, and more. We also broke down how satisfaction varied between restaurant and convenience store orders.
The key takeaways.
Convenience stores are more than just a pit-stop. By investing in mobile technology, enhancing store aesthetics, and adopting sustainable practices such as EV charging stations, they can effectively meet the evolving demands of today’s consumers.
Competition between C-stores & QSRs
Consumers are increasingly turning to convenience stores (c-stores) as a compelling option for food, surpassing traditional QSRs. This trend is propelled by enhanced food quality and variety.
According to the report, 56% of respondents now regard c-stores as a viable alternative to fast-food chains, marking an 11% increase over the past two years.
The role of demographics
The inclusion of EV charging stations at convenience stores is emerging as a significant consideration for younger consumers.
Demographics play a pivotal role, with 34% of individuals aged 18-44 expressing a preference for a retail location with an EV charging station, compared to just 14% of those aged 45 or older.
Ambiance takes center stage
Cleanliness and store ambiance have surged in importance among consumers, with 53% now deeming cleanliness a critical factor when selecting a convenience store, up from 43% last year.
This 10% increase underscores the escalating demand for a welcoming shopping environment.