FOODSERVICE UPDATES
  • Foodservice Updates
  • Trends
    • Commodities
  • Digital Media
  • Technology
  • Safety
  • Corona News
  • Management Tips
  • Free Newsletter
  • Recipes
    • Mains
    • Soups & Sauces
    • Salads
    • Desserts & Snacks
    • Sides
  • Corona Virus Guidance

Fix delivery pain points

9/23/2019

0 Comments

 
delivery
​“I’d have a tough time sleeping at night if I was handing our food to an untrained, random third-party driver to then carry that over to our customer, because what happens when you have a service failure or you have a product quality problem in that situation?” That’s what Domino’s CEO Ritch Allison said during an April 2019 earnings call. Of course, Domino’s has the scale to be able to manage delivery orders in-house (and also a vested interest in making consumers doubt the reliability of third-party delivery providers). But if you’re using third-party providers, it’s worthwhile to note – and attempt to manage – their shortcomings, since consumers are more likely to blame the restaurant for service failures than the delivery provider. A recent nationwide survey of 1,000 consumers by Steritech asked questions about the pluses and minuses of delivery and offered suggestions on how to address challenges. When the surveyed consumers have had problems with delivery, they included such challenges as the food taking too long to arrive, the packaging not keeping the food at the proper temperature/containing spills/preventing tampering, and order inaccuracy. Steritech advises taking a range of actions to help: To better resolve service issues, consider printing phone numbers for problem resolution on receipts, packaging or seals – or create an online portal for resolving disputes. Minimize phone orders in favor of online orders for better accuracy. Prioritize order accuracy and quality checks before food leaves your restaurant. Provide real-time delivery tracking or time estimates and send text alerts when food is en route. Offer online tipping options. Communicate your fee breakdown clearly so consumers understand where their money is going. Finally, it’s worth mentioning that some brands are trying to provide the best of both worlds: Panera, for one, is offering a hybrid system whereby it relies on third-party providers to take orders but then uses its own fleet for delivery to better manage quality control.
0 Comments



Leave a Reply.

    Subscribe to our newsletter

    Picture
    Picture
    Picture
    Picture
    Picture

    RSS Feed

    Archives

    January 2021
    December 2020
    November 2020
    October 2020
    September 2020
    August 2020
    July 2020
    June 2020
    May 2020
    April 2020
    March 2020
    February 2020
    January 2020
    December 2019
    November 2019
    October 2019
    September 2019
    August 2019
    July 2019
    June 2019
    May 2019
    April 2019
    March 2019
    February 2019
    January 2019
    December 2018
    November 2018
    October 2018
    September 2018

    Categories

    All
    Accounting
    App
    Brands
    Budget
    CARES Act
    Carry Out
    Catering
    Charity
    Communication
    Corona Virus
    Corona-virus
    Costs
    Crisis
    Data
    Delivery
    Dining
    Distributor
    Donations
    Drive Thru
    Drive-thru
    Energy
    Events
    Family
    Financing
    Fish
    Foodcosts
    Food-costs
    Food Safety
    Foodtruck
    Food-truck
    Fraud
    Ghost Kitchen
    Gift Cards
    Hiring
    Holidays
    Hr
    Insurance
    Inventory
    Investment
    Kitchen
    Legislation
    Lighting
    Limitedtimeoffer
    Local
    Loyalty Programs
    Management
    Marketing
    Menu
    Message
    Negotiation
    Networks
    Noise
    Orders
    Packaging
    Pos
    Recycling
    Reopening
    Safety
    Service
    Staff
    Staffing
    Subscription
    Take Out
    Take-out
    Tariffs
    Tech
    Thanksgiving
    Training
    Transparency
    Trends
    Ventilation
    Waste
    Wi-fi

Get our Free Newsletter
Team Four Foodservice
​Recipes
Corona Virus Resources
Value 4
Quarterly Outlook
​Palette Foodservice
​
Foodservice CEO
© 2021 Team Four Foodservice
  • Foodservice Updates
  • Trends
    • Commodities
  • Digital Media
  • Technology
  • Safety
  • Corona News
  • Management Tips
  • Free Newsletter
  • Recipes
    • Mains
    • Soups & Sauces
    • Salads
    • Desserts & Snacks
    • Sides
  • Corona Virus Guidance