HGEM launches third party delivery analysis service

HGEM launches third party delivery analysis service
12/06/2017 - 12:29
Guest experience management experts HGEM have launched a new service to allow operators to measure the impact of third party delivery services on their guest experience.

The service has been launched in response to a new survey from HGEM that finds there is disparity in guests’ experience when using different delivery companies.

The survey revealed that 43% of customers find the temperature and presentation of food varies depending on which delivery company is used. Also, there is confusion as to where the blame lies with 41% holding the restaurant accountable if food arrives cold or is poorly presented. However, if food is delivered late, 47% of guests feel that the responsibility lies with both parties.

Sally Whelan, founding director of HGEM, said: “With drone delivery and further technological advances on the horizon now is the time to ensure that third party delivery companies and brand owners are working together to strengthen rather than compromise the guest experience.”

HGEM’s new service introduces third party delivery experience reports, offering operators data on delivery time and how well food travels and retains heat. Operators will also receive bespoke analysis of trends revealed by these reports, highlighting opportunities to improve at every stage of the operation and ensuring guests receive a quality product every time.

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