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:

Respondent Demographics: 

Individual Customer Experiences: 

Food Delivery Service Usage

Have you used a Food Delivery Service like Postmates or DoorDash?

Have you ever used a Food Delivery App?

If yes, which services have you used?

Which apps have you used?
Which apps have you used? - Data

Word Cloud: Other

Which apps have you used? - Word Cloud

If no, will you possibly use a Food Delivery Service in the future?

Do you think you will use a Food Delivery App in the future?
Do you think you will use a Food Delivery App in the future? - Data

User Experience

Which Food Delivery Service is your favorite?

Which app is your favorite?
Which app is your favorite? - Data

Word Cloud: Other

How often do you use Food Delivery Services?

How often do you use food delivery apps?
How often do you use food delivery apps? - Data

Have you ever had a negative experience with a Food Delivery Service?

Have you ever had a bad experience with a Food Delivery App?
Have you ever had a bad experience with a Food Delivery App? - Data

Which service were you using when you had a negative experience?

Which app were you using when you had a bad experience?
Which app were you using when you had a bad experience? - Responses 1Which app were you using when you had a bad experience? - Responses 2

Who do you blame for the negative experience?

Who do you blame for the negative experience?
Who do you blame for the negative experience? - Data

Do you plan to use a Food Delivery Service more frequently in the future?

Do you plan to use Food Delivery Apps more frequently?
Do you plan to use Food Delivery Apps more frequently? - Data

Respondent Demographics

What is your gender?

Gender
Gender - Data

Please select the category that best describes your ethnicity.

Ethnicity

Please select your age range.

Age Range
Age Range - Data

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.

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