CONSUMER PERCEPTION TOWARDS ONLINE FOOD ORDERING & DELIVERY SERVICES

HOSPITALITY & E-COMMERCE

A start-up food delivery company wanted to explore consumers’ perception of online food delivery services in the Europe market.

BUSINESS OBJECTIVE

  • The objectives were to examine the following
    • Factors which influences consumers to choose online food delivery services
    • Evaluate preferred online food delivery service portal used by consumers
    • Recognize factors which obstruct consumers to use online food delivery services
    • Other effects in tourism industry
  • Another objective was to identify key drivers, challenges, pricing analysis and developments such as expansions, new product launches and others in the online food ordering and delivery market.

OUR APPROACH

  • A study had been carried out by taking online surveys and telephonic interview using a structured questionnaire and scrutinized key factors based on audience perception towards online food delivery services and enquired the following:
    • Preferred online food delivery websites which consumers are using and reason behind for using the website so that research experts can track the competitors based on:
      • Better choice of restaurants they are suggesting while ordering a food item
      • Better offers and discounts they are providing
      • On-time delivery
      • Customer services
    • Performed sampling method in which the following audience was participated:
      • Students
      • Self-employed
      • Service employee
      • Homemaker
    • Insights collected from secondary sources which include news articles, company annual reports, website sources, and press releases, etc. and observed the following:
      • Key drivers
      • Pricing analysis
      • Any recent developments in online food ordering and delivery market
    • Enquiring about their satisfaction while ordering and searching any food items in websites/ apps and also capturing their suggestions for improving the online food ordering process.

Geographic Coverage:

  • Europe-5 (France, Germany, Italy, Spain & UK)

Value Delivered

  • Research experts provided detailed analysis on product offerings, customer satisfaction, and regional presence of all major competitors.
  • Comprehensive findings and insights were shared with the client so that the right decisions were taken which facilitated their expansion.

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