Intouch Insight’s Post

Why Order Accuracy in Food Delivery Matters More Than Ever 🚚 As third-party delivery continues to grow, order accuracy has emerged as a critical factor influencing consumer choice. In a recent survey of 1,483 North American consumers, order accuracy ranked as the top priority when selecting a fast-food restaurant. With that in mind, our latest Third-Party Delivery Study delves deep into this key metric, shedding light on the current landscape of food delivery. While many elements of order accuracy fall outside the control of delivery partners, we felt it important to maintain a focus on this metric because it directly impacts the consumer’s experience. For the study, our mystery shoppers were asked if their orders were filled correctly, including any special requests or customizations. Key Takeaways: 🍣 Asian cuisine led the pack with a perfect 100% accuracy, while 🍗 chicken orders saw the most variability, scoring 79%. Other categories like pizza, burgers, and sandwiches fell in between, demonstrating the differences in how well orders were fulfilled across food types. ⏰ Timing also plays a role. Our findings show that restaurants were most accurate during: Breakfast: 94% accuracy Dinner: 91% accuracy However, there was a notable dip in order accuracy during the late afternoon (87%) and late night (86%). So, why does this matter? Order accuracy directly affects customer satisfaction, especially for categories like chicken and pizza, where mistakes are more common. Ensuring accuracy at peak times is key for operators looking to stay competitive in the fast-paced delivery market. At Intouch Insight, our Third-Party Delivery Study equips restaurant and convenience store operators with data on how delivery services are performing. With insights into speed, accuracy, and overall satisfaction, we identify where opportunities lie for operational improvement. As delivery continues to be a key channel for restaurants, ensuring that your accuracy rates meet customer expectations is crucial to staying competitive in this evolving market. 👉 Download the full report to gain access to all the insights: https://hubs.ly/Q02QgQb20

According to our 2024 Drive-Thru Study, orders involving Voice AI technology shaved 29 seconds off total service time, compared to the average of 5 minutes and 29 seconds. 🚀 As more brands adopt AI, the potential for faster, more efficient service is undeniable. As highlighted in this week’s coverage from QSR Magazine, one standout example is Bojangles' Restaurants, Inc. The brand has been rapidly expanding its voice AI assistant, Bo-Linda, which not only manages orders but also helps reduce customer confusion and anxiety by promptly greeting guests—resulting in smoother, more accurate orders. As Bojangles’ CIO Richard Del Valle noted, "This technology takes pressure off staff, letting them focus on speed, accuracy, and delivering a warm, friendly experience at the window." As AI technology continues to evolve, its role in transforming customer interactions, enhancing team efficiency, and improving overall satisfaction will only grow. From The Wendy's Company and Taco Bell to White Castle, major players in the quick-service space are embracing AI to deliver consistent, reliable service—and this could be just the beginning of a wider industry shift. To explore how AI is reshaping drive-thrus, check out Sam Danley's insightful article in QSR for more details. You can also dive deeper into our full 2024 Drive-Thru Study for more insights: 📄 QSR article: https://hubs.ly/Q02THG040 📊 2024 Drive-Thru Study: https://hubs.ly/Q02RDr7m0 #DriveThru #VoiceAI #CustomerExperience #QSR #RestaurantTech #CXInnovation #DriveThruStudy

🍁 Happy Canadian Thanksgiving! 🍁 At Intouch Insight, we’re grateful for the opportunity to help businesses create better customer experiences every day. Wishing you all a season of gratitude and growth!

Friendliness isn’t just an added benefit—it’s a powerful driver of success. Our 24th Annual Drive-Thru Study reveals that when service is perceived as friendly, the impact is remarkable: total service time was 28 seconds faster ⏱️, order accuracy increased by 18% 🎯, and customer satisfaction surged by 78% 😄. This study, which has set the benchmark for drive-thru performance in the industry, shows that brands with friendlier service consistently perform better across all key metrics—from faster service times to improved order accuracy and higher overall satisfaction. As your brand works to enhance its drive-thru experience, are you making friendliness a priority? For deeper insights and strategies on improving performance and satisfaction, download the full report today: https://hubs.ly/Q02RDr7m0 #NationalSmileDay #CustomerExperience #CX #CustomerLoyalty #ServiceExcellence

👀 Caught Olivia McEwen diving into the recently released edition of Nation's Restaurant News featuring our Third-Party Delivery Study on the cover! 📊 Packed with insights on speed, accuracy, and customer experience. 🛵 If you can't get the print version, download the full study here: https://hubs.ly/Q02QgQb20 #FoodDelivery #IndustryInsights

In our recent Drive-Thru Study, we found that friendliness plays a crucial role in enhancing the overall customer experience. In fact, friendly service boosts customer satisfaction by an impressive 78%! This makes it clear that those little interactions can lead to a big impact on how we feel about our favorite drive-thru spots. In the spirit of Chick-fil-A Restaurants, it would be ‘our pleasure’ to hear your thoughts! Which brand do you believe stands out the most for their friendliness? Share your pick in the comments below! 📊 Want to dive deeper into the insights? Download the full report: https://hubs.ly/Q02RDr7m0

🌟 Brand Spotlight: Raising Cane's Chicken Fingers Makes a Strong Debut in the 2024 Drive-Thru Study! 🌟 Founded in 1996, Raising Cane’s has grown into a fan favorite with over 800 locations across 5 countries. This beloved chicken chain entered our study for the first time this year—and made quite an impact! 🚗 2nd in Fastest Total Time by Car 🍗 Tied for 1st in Food Quality 😊 2nd in Satisfaction with Service Swipe through the graphic to discover how Raising Cane’s performed in the 2024 Drive-Thru Study. Curious for more? Download the full report for an in-depth look at industry insights and rankings: https://hubs.ly/Q02RDr7m0

Making Limited-Time Offers (LTOs) Successful: How Mystery Shopping Can Help When big promotions hit the market, like The Wendy's Company recent Krabby Patty Kollab celebrating the 25th anniversary of the TV show “SpongeBob SquarePants,” ensuring smooth execution is critical. Limited-Time Offers (LTOs) can generate excitement and drive sales, but they also come with operational challenges. One effective way to ensure an LTO is flawlessly executed? Mystery shopping. 🛍️✨ Through mystery shopping, brands can assess crucial factors like the visibility of promotional materials, customer experience with new items, and staff readiness. If any issues, such as poorly placed signage or low stock, are identified, they can be addressed quickly to keep the promo on track. In a competitive landscape, where the success of a promotion like Wendy's Krabby Patty can depend on every detail, mystery shopping provides real-time insights that lead to quick improvements, ensuring the LTO's success. Want to learn more about how mystery shopping can elevate your next LTO? Check out our blog: https://hubs.ly/Q02SdM_D0

🌟 "The data we’ve gained has opened up conversations and helped us achieve a five-star guest experience." - Mike Fox, MBA, Director of Operations, Authentic Pizza of Florida Marco’s Pizza Area Representative. Curious how Intouch Insight's Mystery Shopping Services help Authentic Pizza of Florida, a key area representative for Marco's Pizza (Marco's Franchising, LLC), deliver exceptional customer experiences? Authentic Pizza manages 75 Marco’s Pizza locations across Florida, accounting for 70% of the brand’s presence in the state. They specialize in supporting franchisees from setup to ongoing operations, helping owners grow their portfolios and maximize investments. Before partnering with Intouch Insight, Authentic Pizza struggled to align franchisee operations with customer expectations. By leveraging our mystery shopping and CX services, they gained objective insights that transformed their approach—leading to better franchisee engagement, improved customer satisfaction, and significant ROI. 👉 Ready to elevate your customer experience? Discover our Restaurant Customer Experience Services: https://hubs.ly/Q02Rvx3f0 🎥 Don’t miss the full success story—watch the complete video here: https://hubs.ly/Q02Rvxbm0