Today’s consumers are busy, and they are looking for more convenience from their favourite restaurants, as the foodservice landscape continues to evolve. Digital convenience continues to be a priority for diners as their lives remain busy and time stays scarce. Studies show that 54 per cent of Canadian consumers prefer ordering food delivery through third-party apps or websites, and last year, 54 per cent of Canadians used Uber Eats, while 49 per cent used Door Dash.
But convenience is not just about delivery as value continues to dominate consumer priorities. 31 per cent of Canadian diners order takeout at least once a week, and 39 per cent say they prefer to pick up their orders to save money on delivery fees.
How can restaurants offer better value and better deliver on customer expectations?
- Shorten wait times. Diners expect to receive their delivery orders within 32 minutes, on average, so increasing productivity with better labour management and efficient operations may help restaurants get the upper hand in delivery. For pick-up, technology like real-time order tracking and ready alerts can help customers accurately time their pickup and reduce wait times.
- Improve accuracy. There’s nothing more frustrating than waiting for your meal, only to have it be inaccurate or incomplete when it arrives. 36 per cent of people say it is their number one complaint with off-premise dining. Technology can help here, reducing human error with tools like automation and mobile ordering.
- Streamline the process. Convenience is king, and the most sought-after takeout innovation – desired by 29 per cent of diners – is the option to pre-schedule their pickup/delivery for a specific time. Operators can take that a step further with dedicated retrieval areas and curbside options, offering the convenience of fresh meals and quick service.
- Deliver a better product. With potential delays in preparation and delivery, ensuring that the food arrives in its best possible state is crucial to the customer experience. Maintaining a delivery-friendly menu, investing in superior packaging, and prioritizing the integrity of your takeout dishes will help you serve your customers in the best way, even when they are dining off-site.
In the competitive world of off-premise dining, where guests are seeking value and convenience above all else, operators will need to set themselves apart with efficiency, technology, and memorable experiences that deliver on consumer demands.
