Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business. You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy.

Get it on Amazon (Kindle/Print)

New customer loyalty opportunities for restaurant delivery services

There's an uptick in order frequency among consistent users

The study examined the impact of the COVID-19 pandemic on restaurant delivery services. Entitled 'What's for Dinner?', it explores the growth of restaurant delivery now and into the near future.

Among the key findings of the study:

• 17% of US consumers have used restaurant delivery in the past month
• 21% of those ordering restaurant delivery in the past month are new users
• Consistent users indicated a 26% increase in use of these services each month
• 84% of restaurant delivery customers expect their usage will stay the same or increase through the next three months
• 53% of restaurant delivery customers expect their usage will stay the same or increase after the impacts of the pandemic have subsided, defined as "a post-COVID-19 world when you feel comfortable going out or dining out without the fear of infection"

In addition to growth metrics, the study offers a view of user platform preferences. The two most popular ordering platforms-local restaurant/private label delivery and DoorDash-were used by 43% and 42% of respondents who ordered delivery in the past month, respectively, with 50% of respondents indicating their intent to order from local restaurants. Also of note, DoorDash holds a commanding lead over its closest third-party rivals-GrubHub (23%), Uber Eats (17%) and Postmates (8%).

"Consumers are supporting the restaurant industry in this critical moment thanks to the widespread availability of delivery services," said Jill Miller, vice president of the Consumer & Retail team at Escalent. "We've seen enormous interest in private local restaurant delivery, as well as the full slate of third-party delivery apps-of which DoorDash is the clear favorite. That interest could extend through the duration of the pandemic, too, making this period extremely important for brands looking to sustain growth."

Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business.

You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy. Grab this goldmine of easily adaptable and up-to-date strategies, walk-throughs, trends, technologies, research, suppliers and partners, plus all the supporting arguments you need to build a solid CX strategy.

While most marketers could list maybe a dozen key points for improving their brand's Customer Experience (CX), the researchers and writers at The Marketing Factbook have identified FORTY main 'CX Keys' which will help you drive your customers to new levels of delight, loyalty, advocacy and profitability.

The areas in which customers have direct contact with your organization are perhaps the most obvious places in which CX improvements can be made, and this report addresses all 24 of these 'Direct CX Keys', applicable to offline and online businesses alike.

At the same time there are many other areas that indirectly affect CX (such as the supply chain, policies and processes) in which every business can make simple but far-reaching improvements. This report guides you through the problems and solutions for all 16 of these 'Indirect CX Keys', many of which are often forgotten or under-played even in the best CX strategies.

Get it on Amazon (Kindle/Print)