Tips to win in the food delivery market
Not too long ago, enjoying a meal at home always required planning ahead, a trip to the grocery store, and even considerable time spent cooking. Alternatively, customers might have settled for limited takeout options available in their area. Fast forward to today, and the landscape has definitely changed.
The on-demand economy has seen significant growth in the past two decades, so much so that it has become an expectation of modern life. Nowadays, 63% of consumers believe that receiving delivery is more convenient than going out to eat with their family. [1]
And the growth of the food delivery industry is not predicted to stop anytime soon, with the market projected to reach 1.13 trillion dollars by 2028. [2] Naturally, this comes with increasing competition. So, how can you optimize your business and take advantage of the expanding meal delivery market? We’ve got some tips to guide you in the right direction.
Promote hygiene and safety
Maintaining good hygiene is a must for businesses across all industries, but it's absolutely crucial in foodservice to ensure the health and safety of your customers. Restaurants offering delivery need to take extra care as they have drivers going in and out, who tend to come into contact with many people, commercial facilities, and homes — none of which are guaranteed to share the same hygiene standards as your establishment. That's why providing the right hygiene products and clear protocols for delivery drivers to use and follow should be a priority.
Make hand hygiene easy & accessible
While wash stations by your restaurant entrances would be ideal to ensure proper hand hygiene, they might not be feasible for every facility or possible to use on every occasion. So, alternatively, you may want to install hand sanitizer at access doors for drivers to apply before handling food. Touch-free dispensers are a particularly convenient and hygienic option for you to consider, as this makes it quick and easy for everyone to sanitize their hands. makes it quick and easy for everyone to sanitize their hands.
Additionally, you could hang posters and signs in your establishment's pick-up areas to remind delivery drivers (and employees in general) that you expect them to practice hand hygiene properly and regularly.
Keep delivery packing & pick-up areas clean and tidy
Combined with thorough hand hygiene, keeping packing and pick-up areas for delivery drivers sanitary and organized is essential for food safety, efficiency, and maintaining a good business reputation. Cleanliness helps prevent contamination while also reducing the risk of pests and bacteria, keeping food safe for your customers. Plus, a workspace that is not only clean but also tidy makes the pickup process smoother, enabling drivers to grab orders correctly and quickly without delays or hazards.
Food packing areas can be particularly prone to mess and spills. Luckily, your employees can easily tackle them with the right products, such as Tork 2 in 1 Scouring and Cleaning Towels, which break up tough food debris while being gentle on work surfaces.
Use clean insulated boxes
It’s important that your food travels and arrives at its destination at a safe temperature to prevent bacteria from growing. For this, make sure that all drivers who deliver your meals use an insulated box or bag. While this practice is typically mandatory in popular food delivery companies, if you have your own dedicated drivers, you may need to regularly remind them of it. Let them know that chilled food should be kept at 40°F or below, frozen food at 0°F or below, and hot food at 140°F or above. [3]
They should also be aware that cleaning boxes for every order helps prevent cross-contamination, securing the safety and quality of the food being delivered. You could encourage this by supplying cleaning towels in an accessible location and putting up signs with reminders in your establishment. If you want to go one step further, you could also supply them with specialised wipes to minimize the chance of harmful microorganisms. For instance, Everwipe® by Tork® features cleaning, disinfecting and deodorizing properties, all in a convenient presentation to make the job quick and easy.
Consider contactless delivery
Another way to maintain hygiene is to opt for a completely contactless delivery — this means no physical interaction between the driver and the customer. Making this happen only requires your drivers to follow three easy steps consistently:
- Ring the bell and step back.
- Ask the customer to take the food out of the bag or box.
- If the customer has touched the bag or box, sanitize your hands before grabbing it again and departing.
Champion convenience
One of the primary factors of guest satisfaction when it comes to food delivery is convenience. Basically, customers want the process of ordering, paying, and receiving meals to be as fast and easy as possible. Whether they’re ordering for a family night in or a meeting in the office, matching the growing expectations for on-demand services is essential for your business. Here are our tips to enhance the convenience of your food delivery service:
Streamline your operations for speed
Encouraging your kitchen staff to clean as they go prevents stains and messes from settling and becoming harder to clean. Such a proactive approach saves time and effort, streamlining meal preparation and, thus, delivery. To achieve this, keep cleaning supplies in every food preparation and delivery hand off zone, including spray cleaners and cloth wipers.
Bonus tip: Color code cloth wipers for each area in your establishment to prevent cross-contamination.
Another smart strategy to boost productivity and promote quicker processes in your restaurant is to simplify menus. Doing so means faster staff training, straightforward inventory management, and overall efficiency. All this should result in quicker delivery that meets and even exceeds your customer expectations.
Finally, if you are employing your own dedicated drivers, it may also be worth investing in delivery management software. This can be particularly useful for optimizing delivery routes, as well as for accurately tracking driver locations and providing real-time updates to your customers.
Choose the right food delivery system for your business
Restaurant managers and operators have several food delivery system options to choose from, each with unique pros and cons. They are all designed to help you make up for potential lost foot traffic, access new customers, and increase revenue. This means that choosing the right one for your business is vital to optimize your delivery process and get ahead of the competition.
Third-party systems have surged recently, with a few food delivery giants leading the market. Many restaurants now prefer these services for their large user bases and convenience — all you need to do is list your establishment in order to start selling. Nonetheless, some customers still prefer traditional ordering methods. According to DoorDash’s Restaurant and Alcohol Online Ordering Trends Report for 2024, 2 in 10 people order for delivery at least 5 times per month over the phone. [4] In other words, it is important to evaluate all your options... a combination of them could be the right mix for your restaurant.
Consider sustainability
In an industry where convenience often trumps environmental concern, food delivery services can contribute to pollution, carbon emissions, and waste if not addressed. For example, some restaurants may be ordering supplies from thousands of miles away, contributing to air pollution. Others, add cutlery and stacks of napkins to delivery orders unnecessarily.
When it comes to food delivery services, the scale of the issue of plastic waste in particular cannot be underestimated. According to The Overbrook Foundation, more that 561 billion individual plastic utensils are used by Americans every year, most of which end up in landfill. [5]
But you can make a difference while benefitting your business. As well as doing your bit for the planet, opting for sustainable solutions could benefit your revenue too. According to a survey by foodservice platform Deliverect, 43% of participants stated that they would be willing to pay more for takeout services with visible sustainability practices. [6] willing to pay more for takeout services with visible sustainability practices. [6]
Here are a few small changes you can implement to create a more sustainable delivery service:
- Opt for cutlery and boxes made from recycled/recyclable materials.
- Give customers the choice to opt-in for serviceware, such as cutlery and napkins, instead of adding it by default.
- Include information for your customers on how to reuse takeout boxes.
- Partner with suppliers that also adopt sustainable practices.
Build customer relationships
Building strong connections with your customers can increase loyalty, potentially leading to higher revenue and sustained business growth. Putting in some effort can transform your guests from one-time users into long-term regulars. So, how to make that happen? We’ve got some tips to get you started.
Create personalized experiences
It’s important not to downplay the lasting impact of personalization. Including customized touches specific to your establishment in every order can go a long way in building strong customer relationships. So, why not add a handwritten note, a complimentary appetizer, or even a free sample of your latest creation to each delivery? A guest who feels special and appreciated could be more likely to think of your restaurant next time they want food delivered.
Keep transparent communication
Being honest and communicative, especially regarding delivery time and fees, is key for a positive ordering experience. When you give your customers an accurate meal arrival time, you help them plan accordingly and avoid frustration or disappointment caused by delays. Clear communication helps set realistic expectations.
Similarly, transparency about fees prevents customers from feeling blindsided by unforeseen charges, which can lead to dissatisfaction and apprehension. Remember that building trust with your guest base is vital to establishing long-term relationships and loyalty, so it’s worth the effort.
Update your menu to changing needs and trends
Current trends show that Americans are interested in diverse cuisines. While pizza has remained the most popular, 'Chinese', 'sushi', 'Indian', and 'ramen' were among the top eight most searched foods on Google in 2024. [7] This opens a breath of opportunities for foodservice businesses such as yours.
At the same time, vegetarian and vegan options are continuing to play a bigger role as well. According to the Plant Based Foods Association (PBFA), in 2023, 48% of restaurants across the US featured plant-based foods and 43% of consumers agreed that plant-based food availability improves restaurant experience. [8] A menu which reflects this context could help a foodservice business stay relevant and competitive.
So, think about regularly reviewing what’s popular in your area and update your offerings accordingly. By staying in tune with what customers want, you can ensure your menu remains appealing, attracting new guests and keeping your regulars engaged. Just consider the time and cost it takes to prepare each meal in addition to its demand and profitability before making any big decisions.
Ultimately, food delivery has surged in popularity across the country, driven by consumers’ desire for comfort and an ever-expanding list of options to choose from. Whether you’re managing a restaurant with delivery services or running a ghost kitchen, today’s customers expect a seamless process that is mindful of convenience, sustainability, safety, and trust. By following clear hygiene guidelines and food safety best practices, as well as using high-quality products and making smart, customer-first decisions, you set your business up to deliver a great experience every time. Every effort counts towards standing out and staying ahead of the game in the constantly evolving food delivery market.
For more ideas to optimize your restaurant operations, check out our food and beverage facilities management and purchasing tips or explore our commercial kitchen deep cleaning guide. And why not dive deeper into our range of hand hygiene products?
References:
[4] 2024-Restaurant-Alcohol-Online-Ordering-Trends-Report-US-Eng.pdf
[5] Moss, E., & Grousset, R. (2020). Overbrook report. Overbrook Foundation.
https://static1.squarespace.com/static/5f218f677f1fdb38f06cebcb/t/5f282d24acbc6f5e2a38560c/1596468523446/Overbrook+Report.pdf
[7] https://www.moneybeach.co.uk/the-boardwalk/the-worlds-favourite-takeouts/