#Canada #Ottawa #Intouch Insight #C-Stores #Third-Party Delivery

Understanding the Latest Trends in Food Delivery and Customer Satisfaction

Intouch Insight has unveiled the second edition of its Third-Party Delivery Study, showcasing the significant transformation in the food delivery landscape. The research highlights how rapidly evolving delivery options are reshaping customer expectations and experiences. Importantly, this iteration noted the impact of first-party apps, a game-changer in the way consumers interact with food delivery services.

Key Findings of the 2025 Third-Party Delivery Study

For the first time, the study scrutinized the performance of first-party apps alongside traditional third-party platforms. It found that these first-party solutions excelled at crafting personalized experiences for users. According to the results, they outperformed third-party services by a significant margin, with the ability to customize orders and provide personalized offers being key differentiators. This innovative approach sets a new standard for customer engagement in the delivery service sector.

On the other hand, convenience stores (C-stores) are inching closer to parity with restaurants regarding customer satisfaction measures. As the study indicates, the satisfaction gap has narrowed from 11 points last year to just 7 points in 2025, indicating a strong performance in meeting consumer expectations.

The Changing Face of Convenience Stores

One of the standout revelations from the study is that convenience stores have markedly improved their performance in several critical areas. Order accuracy saw a notable increase, from 77% to 82%. Remarkably, C-store deliveries matching restaurants in food temperature satisfaction highlights a crucial aspect: the delivery experience is now more competitive than ever. The recent findings suggest that customers are increasingly willing to choose C-stores for their delivery needs, blurring the lines between traditional restaurants and convenience retail.

Insights on Service Platforms

The competitive landscape for third-party delivery platforms continues to evolve as well. Uber Eats emerged as the top contender for overall customer satisfaction in 2025, suggesting that strategic adjustments in service provisions resonated well with users. Increased competition led to reduced service and delivery charges, with DoorDash notably slashing its fees to an average of $4.08. Such adjustments not only reflect the competitive pricing strategies but also depict how user-centric model adjustments can elevate overall customer satisfaction levels.

Customer Satisfaction: Accuracy and Temperature Matter

The study firmly establishes that fundamental elements like order accuracy and food temperature remain pivotal drivers of customer satisfaction. Orders delivered correctly led to a 45 percentage-point increase in satisfaction levels, while delivering food at optimal temperatures resulted in a significant 42-point boost. These findings reinforce the importance of operational excellence in the food delivery space; brands that get it right are likely to cultivate customer loyalty in a fiercely competitive market.

Conclusion: The Future of the Delivery Market

As the landscape of food delivery services continues to change, businesses must adapt to meet rising standards. The fresh insights from this study indicate that those who prioritize detail, accuracy, and personalized customer experiences will emerge as front-runners in customer preference. The key takeaway from this comprehensive study is clear: meeting and exceeding customer expectations through meticulous attention to service details is imperative for success in the increasingly competitive delivery market.

For a more detailed exploration of the findings from Intouch Insight's Third-Party Delivery Study, the complete report can be accessed here. This study is based on 600 mystery-shopped orders throughout the U.S., carefully tracing the delivery journey from the first tap to the hand-off, providing invaluable insights for brands aspiring to excel in today's fast-evolving delivery sector.