A first-of-its-kind national study with 1,400 mystery shoppers found that UberEATS has the fastest delivery time (35 minutes and 31 seconds, on average). The Food on Demand Performance study was conducted by SeeLevel HX with mystery shoppers ordering food through apps from UberEATS, Grubhub, DoorDash and Postmates in five major cities: Atlanta, Los Angeles, Chicago, Boston and Dallas. The study measured more than 20 other aspects of the delivery, as well, including driver attentiveness, whether the hot food was still hot and much more.
Food on Demand Performance Study 2017 – Results
2017 FOOD ON DEMAND STUDY
UBEREATS DELIVERS FASTEST ACROSS THE COUNTRY
Delivery Time
In terms of managing client expectations, DoorDash did the best job with 92% of deliveries that were delivered either early or on-time based on promised delivery times.
“Our study also showed that for all four delivery services, both the car and the driver were rated as professional and clean for 98% of the deliveries,“ says Lisa van Kesteren, CEO of SeeLevel HX. “This should be reassuring for restaurant services considering third-party delivery services.”
Total Order Cost
UberEats came out as the cheapest option as well when considering the total cost of food, delivery charge and tip.
Cities
Across the cities surveyed, Atlanta had the overall slowest delivery time (45 minutes and 41 seconds), while Los Angeles came out fastest at 39 minutes and 20 seconds. Los Angeles also had the cheapest overall cost at $19.38.
The full study includes all the raw data and the results from the online consumer survey and is for sale right now for $2,895 – use the the “Buy Now” button below
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The survey collected data from almost 1,400 purchases with third party delivery services including Postmates, UberEats, Grubhub and Doordash. Purchases were made in September/October 2017.
The study includes a statistically valid sample of the delivery services in the following cities across the U.S.:
- Atlanta
- Boston
- Chicago
- Dallas
- Los Angeles
The goal was to measure and report on KPI’s such as delivery time, food temperature, appearance and packaging of the food, friendliness and professionalism of the delivery team; ease of use, and much more.
- Order includes at least one cold beverage.
- Order contained no more than two hot entrees, two sides, and two beverages in total.
- Restaurants located within a ten mile radius of the delivery point.
- The shoppers had to live in a free-standing building – so no gates or doormen to slow things down.
- The choice of restaurant was the shoppers’. Chinese and Pizza were explicitly excluded food categories.
In addition to the mystery shop data, SeeLevel conducted a consumer survey that was used to drive the questions that were included in the mystery shop study. SeeLevel surveyed 1,800 respondents, all residents of major metropolitan areas, who had ordered from a food app within the past week.
2017 F.O.D. STUDY SPONSORS:
