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Learn how to meet customers' delivery demands without going broke

Many brands are still in the evolutionary phase of the delivery disruption, where product quality, price point and customer experience have not quite aligned to be both cost-effective and convenient for customers, while remaining profitable for restaurants.

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October 11, 2019 by Cherryh Cansler — Editor, FastCasual.com

We, as customers, want it all. We want cheap but high-quality food, a great experience, and we want it now without leaving our homes. In fact, a recent Steritech survery polling 1,000 consumers found that seven out of 10 people ordered restaurant delivery in the previous six months. Half ordered delivery one to three times, while the other half ordered more than four times in the same six-month period. 

Restaurants are stepping up to fill this desire, but many are still in the evolutionary phase of the delivery disruption, where product quality, price point and customer experience have not quite aligned to be both cost-effective and convenient for customers, while remaining profitable for restaurants. Solving this puzzle is an operations challenge for many restaurants. The Steritech study reported the following top issues with their delivery orders, showing that many brands don't have it all figured out quite yet: 

• 26.2% issues with order accuracy.
• 20.3% issues with packaging.
• 13.1% issues with delivery driver. 

So, what's a good restaurant brand to do?

That question and a variety of others will be addressed Monday during a panel, "Get in the Delivery Game," at the Fast Casual Executive Summit in Austin. Steritech President Doug Sutton will sit down with executives from Smashburger, Four Foods Group, Original ChopShop, bellagreen, Moe's Southwest Grill to discuss:

• Their biggest operational challenges with delivery and what they are doing to get it right.
• How they are managing risks from the time food leaves their restaurants to point of consumption.
• The implications of delivery on the customer experience and product quality. 

Register here for the Summit, which is Oct. 13-15.

About Cherryh Cansler

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Cherryh Cansler is VP of Events for Networld Media Group and publisher of FastCasual.com. She has been covering the restaurant industry since 2012. Her byline has appeared in Forbes, The Kansas City Star and American Fitness magazine, among many others.

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