Tillster’s 2019 Delivery Index Reveals Guests’ Preferences

Tillster, a provider of digital ordering and engagement solutions for restaurants, released its third annual Delivery Index, revealing how Quick Service (QSR) and Fast Casual restaurants can use delivery to drive orders and build customer loyalty.

The Delivery Index shows that for QSR and Fast Casual restaurants looking to compete in today’s market, having a delivery option is a must. Delivery offers customers a convenience they have now come to expect and gives restaurants a way to bring in orders and grow sales through a new channel. Some delivery programs even allow brands to keep customer data, enabling retention marketing and building loyalty long after their initial order.

But what specific aspects of delivery do customers most care about, and how can brands use it to grow sales? For the third year in a row, Tillster partnered with research firm SSI to survey 2,000 QSR and Fast Casual customers on their delivery preferences and past experiences. The Tillster Delivery Index reveals these findings to help restaurants craft their delivery strategy:

Delivery Drives Sales

Customers would order from their favorite QSR and Fast Casual restaurants more if delivery was offered. In fact, delivery is one of the top five features that customers would like to see from restaurant apps. 

Customers Want to Interact Directly with Restaurants

Customers expect to interact directly with their favorite brands, as there is an ease of use and familiarity factor. More than 50% of customers want to order directly from a restaurant website or app. Menus are configured and custom to the brand, and customers’ past orders are saved. This goes back to the convenience that customers want, ultimately resulting in a better ordering experience.

Customers Will Pay for Faster Delivery, But There is a Limit

When it comes to delivery fees, customers are willing to pay more to get their orders faster – however, there is an exact dollar amount that the majority of QSR and Fast Casual customers will not pay above.

For the full data and information contained within Tillster’s 2019 Delivery Index, visit Tillster.com/Delivery-Index-2019-Q1.

The survey was conducted online within the United States by Tillster November 28 – December 4, 2018, among 2,000 adults 18+ in the United States. No more than 20 percent of respondents are from any one state, and respondents must have eaten at a QSR or Fast Casual restaurant three times in the past three months.