10 Delivery Customer Experience Enhancements

This post was written by Incentivio, Otter’s partner in customer-focused delivery experiences.

The restaurant industry has experienced a major makeover with the rise of food delivery services. Customers want their meals delivered straight to their doors, and it's becoming crucial for restaurants to prioritize delivery as a key aspect of their business strategy. So grab a snack and get ready to learn about 10 customer-focused delivery enhancements that will take your restaurant game to the next level!

Delivery Enhancement #1: Going Contactless – Customers Prefer It!

No touch, no problem! Over half of respondents in a recent QSR survey say that contactless food delivery and takeout are “essential to the way they live.” You can offer these services by allowing customers to specify delivery instructions, such as leaving food at their door, to minimize in-person contact. It’s like a scene straight out of a spy movie!

Delivery Enhancement #2: Tracking the Delivery Express

Keep your customers informed and in the loop with real-time tracking! A report by Verte Research found that 91% of customers are more satisfied with delivery when they can track their orders. You can partner with delivery providers that offer real-time tracking or implement an in-house tracking system. Your customers will feel like they have a VIP pass to the delivery process!

Delivery Enhancement #3: Personalizing the Delivery Customer Experience

Let your customers call the shots! Personalizing delivery instructions ensure that customers receive their orders as they’ve requested. For example, some restaurants allow customers to specify delivery instructions like “leave at the front door” or “deliver to the back entrance.” Your customers will feel like they’re the boss of their own delivery experience.

Delivery Enhancement #4: Provide Exclusive Offers that Keep Customers Coming Back

Exclusive delivery deals can be a powerful tool to keep customers coming back to your restaurant time and time again. With special promotions, discounts, and bundles only available through delivery, you can incentivize customers to choose your restaurant over others. A recent Marketing Charts survey found that 77% of customers are more likely to choose restaurants that offer exclusive deals.

People love a good deal – and the convenience of having their favorite meals delivered right to their door. By offering something extra, you can make your restaurant stand out and keep customers coming back.

Delivery Enhancement #5: Convenient Delivery, All the Time – Subscription Services

“Fast food” at its finest! Subscription-based delivery services offer customers the convenience of regularly scheduled deliveries. You can provide subscription-based delivery services personally, or partner with delivery apps that offer this option. Your customers will love the speed and consistency of their favorite meals delivered directly to them.

Delivery Enhancement #6: The Perfect Delivery Package

Don’t let subpar packaging ruin your delivery customer’s experience! No one likes to receive a delivery order and find that their food has been spilled or damaged during transport. That's why providing a perfect delivery package is crucial for customer satisfaction. By ensuring that food arrives properly, you can create a memorable delivery experience for your customers and build a loyal following.

‍60% of customers say that food quality is the most important factor when it comes to delivery orders. By providing a perfect delivery package, you can ensure that food arrives at the highest standard.

Delivery Enhancement #7: Streamlining the Order Experience – Mobile Integration

Streamline the ordering process and make your customers’ lives easier! Connect all of your delivery tools together with a mobile ordering platform to streamline your restaurant’s delivery process.

Use a mobile ordering platform that also handles delivery logistics for even more effective service. Your customers won't know what's going on in the background, but will appreciate the new process’s ease and efficiency!

Enhancement #8: Feedback Frenzy – Surveys That Keep Customers Satisfied

We all love a good feedback session, and that's exactly what delivery surveys provide. By asking customers to rate their delivery experience, you can gain valuable insights into what’s working and what needs improvement. This information can then be used to make changes that keep customers satisfied and coming back for more! Remember: 85% of customers are more likely to return to a restaurant that considers their feedback. With the help of technology, it's easier than ever to gather feedback from customers through online surveys or in-app ratings.

Examples of delivery feedback surveys include:

• "Delivery Delight": A survey sent to customers after each delivery order, asking them to rate their experience from 1-5 stars.
• "Delivery Problems": A survey targeted towards customers who received their delivery late, asking how your restaurant can improve in the future.
• "Driver Feedback": A survey asking customers to rate their delivery driver on friendliness, punctuality, and overall experience.

When creating a delivery feedback survey, it's important to make sure that your questions are relevant, easy to understand, and concise. You can also offer an incentive, such as a discount on future orders, for customers who complete the survey.

Enhancement #9: Delivery at All Hours – Cater to Every Customer’s Schedule

Offering delivery at all hours can be a game-changer for your restaurant, letting you serve customers no matter their schedule. By providing delivery options outside of traditional business hours, you can reach a wider audience and provide convenient order experiences. After all, customers are more likely to use a restaurant's delivery service if it's available 24/7!

With busy schedules and unpredictable lives, customers appreciate the flexibility of ordering food at any time. If you choose to offer delivery at all hours, make sure your restaurant has the resources to provide consistent, high-quality customer experiences. Schedule your staff appropriately, and have systems in place to efficiently handle late-night orders, too.

Enhancement #10: Make Your Delivery Orders Stand Out

When it comes to food delivery, the competition is fierce. With so many options available, it can be hard for customers to choose where to place their orders. That's why branding is more important than ever. By creating a strong brand image, you can stand out from the crowd and make a lasting impression on your customers. A memorable brand image can attract more customers to your business, and increase your visibility in a crowded market! 

To craft a strong brand for food delivery orders, consider the following tips:

• Develop a unique logo and slogan that sets your brand apart from the competition.
• Invest in high-quality packaging that reflects your brand image and makes a lasting impression on customers.
• Offer exclusive promotions and discounts to customers who place delivery orders, building brand loyalty and attracting more customers.

Wrapping Up the Benefits of Customer-focused Delivery Experience

Enhancing your food delivery service is key to attracting and retaining customers in today's competitive market. From offering customizable meal options to ensuring timely,efficient delivery, there are many ways to make your delivery service unique. By adopting these enhancements, you can create a positive, memorable experience for your customers, leading to increased loyalty and satisfaction!

Don't be afraid to get creative and think outside the box when enhancing your restaurant’s delivery service. Prioritizing the needs and preferences of your customers will help your restaurant establish a strong reputation and surpass the competition!

Enhance your restaurant’s customer experience with Incentivio, and empower your delivery with Otter!

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