Intouch Insight Confirms: DoorDash Leads, Restaurants Beat Out Convenience Stores, and Order Batching Hurts Customer Experience in Third-Party Delivery.

Core Insights - The 2024 Third-Party Delivery Study by Intouch Insight emphasizes the significance of speed, accuracy, and overall customer experience in the food delivery market [2][3] - The report provides a comparative analysis of major third-party delivery providers, including Uber Eats, DoorDash, and Grubhub, focusing on their performance metrics [2][3] Performance Analysis - DoorDash is identified as the top performer in overall satisfaction, delivery speed, and accuracy, while Uber Eats excels in maintaining food temperature during delivery [3] - Grubhub is noted for consistently delivering faster than both estimated and promoted times [3] Comparison Between Segments - Orders from restaurants outperform those from convenience stores across evaluated metrics, with independent restaurant brands leading over chain restaurants [3] Customer Satisfaction Factors - The study highlights that drivers' order batching significantly impacts delivery metrics, with direct deliveries being 13 minutes and 34 seconds faster [3] - Orders without additional stops not only arrive faster but also maintain better food temperatures, leading to higher customer satisfaction ratings [3] Additional Insights - The report underscores the importance of app usability, variations across food categories, and the influence of service and delivery fees on customer satisfaction [4] - The findings aim to guide restaurant and convenience store brands in enhancing their performance in the competitive third-party food delivery landscape [5]