Conducting Third Party Delivery and Restaurant Mystery Shops | Confero

Third Party Delivery and Mystery Shops | Confero

Third-party delivery platforms such as DoorDash and Uber Eats help restaurants expand convenience for existing guests while also reaching new customers through mobile ordering and delivery options.  As third-party delivery becomes a larger part of restaurant operations, measuring the delivery experience is just as important as evaluating dine-in, drive-thru, or takeout service.

For restaurants starting to offer this option, the goal is to get the word out.  Mystery shops assess how well your locations communicate 3rd party delivery to its guests AND provide details on the customers’ experiences when receiving your food from these companies.

For assessment of communication of 3rd party delivery, consider these areas:

  • When paying for their meals, mystery shoppers listen to see if the cashier mentions that customers can now order using 3rd party delivery options.
  • If you use bag stuffers to advertise that Uber Eats/DoorDash offers delivery for you, mystery shoppers can  check to see if their bag contained a stuffer and report on this.
  • If the restaurant has 3rd party delivery POP materials in place, shoppers report on if the materials are there, and in the places that they should be, and take photos.

For gathering data on 3rd party delivery experience, the survey can include factors like these:

  • Was the food delivered during the timeframe promised?
  • Were the food and drink at appropriate temperatures?
  • Was your order accurate?
  • Was the delivery associate friendly?
  • Was the packaging intact?

Restaurants may also want to evaluate how menu availability, substitutions, and pricing differ across third-party delivery platforms. Limited menu options or inconsistent offerings can influence customer satisfaction just as much as food quality or delivery speed.

Maintaining operational consistency across dine-in, drive-thru, takeout, curbside, mobile ordering, catering, and third-party delivery channels has become increasingly complex for restaurant operators. Without clear visibility into execution, service breakdowns can quickly impact the customer experience.

Mystery shopping insights help restaurant teams identify operational pain points before they negatively impact guest satisfaction and brand perception.

Could third-party delivery customer experience research help strengthen operational consistency and guest satisfaction?

Contact Confero today to learn more about our customer experience programs can help your business thrive.

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