Striking the balance of convenience and quality ??
FEATURE
How QSRs Can Continue to Lead in Convenience While Enhancing Brand Experience
QSRs have long dominated the restaurant industry in terms of convenience by offering quick, affordable meals. However, as the restaurant landscape evolves, Quick-service restaurants face increasing competition. Fast casual restaurants are actively working to become more convenient—and making a strong play toward better value for money with modern meals using up-to-date ingredients at competitive prices.
Read the full article to learn how QSRs can not only continue leading, but also elevate their overall brand experience.
IN THE NEWS
Chains are shifting orders to first-party channels and using gig fleets over in-house drivers
As third-party aggregators continue to charge hefty commissions, and consumers are pushing back on higher prices for delivered food, restaurants are forced to re-evaluate how they deliver food to their customers. A few new ways restaurants are doing this is driving first-party delivery orders, creating frictionless digital experiences, and using their own 1099 delivery drivers.
Studies show new batching trend is slowing delivery times and hurting customer satisfaction
A soon-to-be-published report from researcher Intouch Insight used secret shoppers to place 600 delivery orders from restaurants and convenience stores across the U.S., split evenly among the three big third-party delivery apps. The data shows that order batching (the practice of bundling multiple orders in one trip) is significantly slowing delivery times. The last leg of a batched delivery took over 42 minutes to complete on average, which is over 13 minutes longer than orders that traveled directly to the customer. Batching is also hurting customer satisfaction, with batched orders getting an overall satisfaction rate of 79% — 10 points less than satisfaction with nonstop orders (89%). We expect this practice will continue to cause issues for restaurants using third-party delivery, as currently restaurants cannot opt out.
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CLIENT SPOTLIGHT
Oomi Digital Kitchen reaches 90 menu items across 8 different restaurant brands
Oomi is one step closer to achieving their mission of 100 items across their menus — and they are doing it all with three line cooks and while maintaining a 4.9-star rating on Google. They have fine-tuned their operations to be incredibly efficient through a solid platform, an incredible team, and a customer-driven mentality.
Clustertruck celebrates twelve drivers in their 25K Driver Club
ClusterTruck announced this month that twelve of their drivers have achieved over 25,000 deliveries — a huge milestone that shows what’s possible when a restaurant really backs its drivers. And it’s not just about big numbers. When drivers feel supported, they stick around, and deliver consistently great service. It’s a win-win-win; restaurants thrive, guests are happy, and drivers feel valued.
EVENTS
Hear us talking about food delivery, restaurant experience, technology, and more
Our CEO, Meredith Sandland, spoke on two podcasts recently:
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