Study Examines Consumers' Frustrations with Restaurant Delivery Apps

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Study Examines Consumers' Frustrations with Restaurant Delivery Apps

01/09/2020

A new study from the market research team at Zion & Zion, a national marketing agency, examines the problems and frustrations that consumers experience with multi-restaurant delivery websites/apps.

The findings of Zion & Zion's research have implications for both restaurants and delivery apps:

  • Non-millennials experience significantly more frustration (61.2%) with these apps than millennials (46.9%).
     
  • Consumers experience problems with multi-restaurant delivery websites/apps an average of 24.4% of the time, including missing or incorrect food or side items, food either too cold or too warm and unacceptably late delivery.       
     
  • Of people experiencing problems, 51% of them say they are "very frustrated."  
     
  • Consumers will complain the most (36.9%) to the website/app when the food is unacceptably late. But restaurants get the blame if a main dish (50.2%) or side dish (50.7%) is missing or incorrect; and 25.4% of consumers will complain to the restaurant if their food is the wrong temperature.

The full research report is available here: Restaurants Or Delivery App Companies: Which Suffers Most When Problems Occur?

This Zion & Zion research study was based on a nationwide survey of 1,084 consumers.