The majority of customers are satisfied if their takeaway food delivery arrives within one hour but few are happy to wait beyond this point, MCA data has shown.
MCA’s Foodservice Delivery Report shows that apart from cuisine type, delivery time is the most important criteria for choosing a delivery operator – ahead of value for money and previous experience. Some 54% of total orders are currently delivered in under 30 minutes and 95% of customers are satisfied with that, while 43% are delivered between 30 minutes and one hour – eliciting 78% customer satisfaction. The level drops to just 23% for any orders taking over an hour.
The report shows that ‘a treat’ prompted nearly half of all orders and ‘too tired to cook’ the second most common, with 16% ordered because users want to watch TV or stream a mover (with 18-34s strongly over-indexing).
Cheaper food and drink prices, promotional deals and quicker delivery are the top three factors that would encourage users to order takeaway delivery more often in the future.
MCA’s first dedicated analysis of the delivery segment shows that the UK foodservice delivery market is expected to reach £7.1bn in 2017, boosted by annual growth of 7.6%.
There are 332 million orders a year in the UK, with an estimated average value of £21.45 (inclusive of VAT and delivery fees). Independent restaurant/fast food/takeaway is the largest element, accounting for 58% of value share, followed by delivery-focused chains with 30% and branded restaurants and fast food chains claiming 12%.
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