Case Study:
Comparing Popular Food Delivery Services
Overview:
A sample of our database was surveyed in an effort to gain insight into the customer experience when using third-party Food Delivery services.
We then had 25 individuals place orders through various third-party Food Delivery services, and record their experiences in detail (including photos).
Sample size:
1,813 participants
We wanted to know:
- “Can restaurants be certain that their customers are receiving the same quality from a third party service?”
- “Who is measuring the service standards from the time an order is picked up by a delivery service to the time it reaches the customer?”
Index:
Questions:
(Click to scroll to specific question)
Food Delivery Service Usage
If yes, which services have you used?
Word Cloud: Other
If no, will you possibly use a Food Delivery Service in the future?
User Experience
Which Food Delivery Service is your favorite?
Word Cloud: Other
How often do you use Food Delivery Services?
Have you ever had a negative experience with a Food Delivery Service?
Which service were you using when you had a negative experience?
Who do you blame for the negative experience?
Do you plan to use a Food Delivery Service more frequently in the future?
Respondent Demographics
What is your gender?
Please select the category that best describes your ethnicity.
Please select your age range.
Individual Customer Experiences
Customer #1
Select your mealtime:
Dinner
Specify your restaurant:
——
Name of entree:
24 hour Carnitas
24 hour Brisket
General Tso’s Chicken
Chipotle Salsa
Chips & Queso
Did you modify the order?
No
What time did you place your order?
06:28PM
Were you able to communicate?
Other
How did you communicate?
The app had a communicate button that you could tap and text the driver.
Did you receive a Delivery Time Estimate?
Yes
What was your delivery time estimate?
06:59PM
Record the Actual Delivery Time
06:53PM
Was your Delivery-Person friendly?
Yes
Was your Delivery-Person dressed appropriately?
Yes
Was your order correct?
Yes
Did you receive all necessary materials?
Yes
Rate the Presentation
7
Rate the Food’s Temperature
8
Rate the Overall Quality of your food
8
Review the app:
The app was smooth and easy to use
Has your opinion of the restaurant changed?
My opinion of this restaurant is better now.
Why?
Because I had never tried this restaurant before, but I had heard mixed reviews. My ability to order on Uber Eats and get a good meal greatly increased my opinion
Click the image for a larger view.
Customer #2
Select your mealtime:
Dinner
Specify your restaurant:
——
Name of entree:
Massaman Lamb
Tom Kha LG
Yum Naur – Thai Grilled Beef Salad
Did you modify the order?
Yes
How did you modify the order?
Extra sauce on the side for salad
What time did you place your order?
06:15PM
Were you able to communicate?
No, I did not have a way to communicate with my delivery-person
Did you receive a Delivery Time Estimate?
Yes
What was your delivery time estimate?
06:52PM
Record the Actual Delivery Time
07:07PM
Was your Delivery-Person friendly?
Yes
Was your Delivery-Person dressed appropriately?
No
Please Explain:
I didn’t see any Uber logo, but it was cold outside and he was wearing a sweatshirt. The clothes were not inappropriate, there just wasn’t an Uber Eats identification anywhere.
Was your order correct?
Yes
Did you receive all necessary materials?
No
What was missing?
I only received one set of plasticware for three orders.
Rate the Presentation
1
Rate the Food’s Temperature
10
Rate the Overall Quality of your food
5
Review the app:
The app was smooth and easy to use
Has your opinion of the restaurant changed?
My opinion of this restaurant is worse now.
Why?
All of the containers were soaked in sauce, dented, melted, or leaking. I would suggest buying thicker quality plastic containers for soup and curry, etc. Paper bags with handles would also help, so that the delivery person can handle the heavy containers easier and make sure they aren’t spilling everywhere. One of the dishes did not have enough flavor to suit me at all. (Tom Kha)
Optional Notes:
I was not provided with a receipt with my order.
Initially, I had an order delivery time of 6:52. Then the time changed to 7:04 at some point. It alerted me that the driver was picking up and dropping off another order on the way. From the consumer perspective, this is a bit frustrating.
I was not provided with a phone number or contacted. However, there was a button for help. You could address a current order or past order.
The driver had trouble finding my house. On my app, it looked like he was in front of my house. When no one ever came to the door, I walked outside. He was walking up and down my street. He parked before my house and walked past it. I’m not sure how long it would have taken if i didn’t go outside. It’s unclear as to whether this was due to the app or GPS, or if it was just not lit well enough to see on my house.
Click the image for a larger view.
Customer #3
Select your mealtime:
Dinner
Specify your restaurant:
——
Name of entree:
Protein Bowl
Combo Pizza Slice
Full order of Sweet Red Chili Wings
Did you modify the order?
No
What time did you place your order?
06:20PM
Were you able to communicate?
No, I did not have a way to communicate with my delivery-person
Did you receive a Delivery Time Estimate?
Yes
What was your delivery time estimate?
38 minutes
Record the Actual Delivery Time
06:52PM
Was your Delivery-Person friendly?
Yes
Was your Delivery-Person dressed appropriately?
Yes
Was your order correct?
Yes
Did you receive all necessary materials?
Yes
Rate the Presentation
9
Rate the Food’s Temperature
8
Rate the Overall Quality of your food
9
Review the app:
The app was smooth and easy to use
Has your opinion of the restaurant changed?
The restaurant performed as I expected it to.
Optional Notes:
I did not like the fact that the app made me choose a tip amount. It would not accept zero. I had already tipped in cash. According to the app help page you should receive a receipt emailed to you after it is finalized. However, I took pics of it online as I waited over two hours and never received the receipt. I did receive other emails from Postmates.
Click the image for a larger view.
Contact
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