As part of its third-annual Delivery Index, digital ordering solutions firm Tillster surveyed 2,000 quick-service and fast-casual restaurant customers to learn more about their delivery preferences and habits. It’s likely no surprise that customers indicated they’d order from their favorite QSR and fast-casual restaurants if more brands offered delivery.
In the past 12 months, more than half of the surveyed customers ordered online meal delivery, with another 50 percent saying they ordered delivery between one and five times each month. Perhaps most interestingly, half of consumers said they preferred ordering directly from a restaurant’s website or app. Only 6 percent of fast-casual and 3 percent of QSR customers said they wanted to order directly from a third party.
Diving deeper, 40 percent of delivery customers included said they ordered mostly from large chains, which is the same percentage that split their delivery selections between chains and smaller independent restaurants. Twenty percent indicated they ordered mostly from smaller independents. “While there is opportunity for all restaurants, there is definitely more awareness around larger chains,” the study read.
Speed was also on the ballot, with 20 percent of customers saying they were willing to wait more than 40 percent for orders to arrive. A natural offshoot from Domino’s and Uber driver tracking, 60 percent of respondents said they wanted the ability to track their orders during delivery.
On delivery fees, 85 percent said they were willing to pay up to just $5 in delivery fees, with 30 percent willing to pay more for orders to arrive faster. Asked how they preferred restaurants to recoup delivery costs, 70 percent favored a designated delivery fee, 10 percent preferring higher prices on delivery menu items and 20 percent choosing “doesn’t matter.”
No word on what percentage of respondents said they were against shark bites or in favor of free lifetime deliveries.
To read the rest of the report, visit Tillster.com/thought-leadership.
