White Papers

We’re bringing you a library of sponsored white papers that will make you more knowledgeable on a number of subjects near and dear to your net worth. Written by experts in their field, these detailed reports provide the latest thinking on everything restaurant and foodservice related.

The state of the delivery experience: 7 trends for the new era of food delivery

A global pandemic has only heightened the focus on convenient options—and restaurants are meeting that demand with expanded delivery options. In this latest installment in the longest-running study of food delivery research, we analyze consumer behavior and feedback to reveal 7 food delivery trends restaurants can use to improve the delivery experience and drive business outcomes.

Download the executive brief to learn:

  • What’s the cost of a bad third-party delivery experience?
  • Which providers are most preferred by consumers?
  • Is third-party delivery cannibalizing restaurant business?

Across the globe, businesses are entering a transformative chapter where the success and stability of traditional service styles has been challenged, indefinitely. Consumers now look at a dollar spent as a dollar invested. And for the hospitality industry, delivering on the heightened expectations of service, value and quality—consistently—will be the driving force behind sustainable growth.

Operators must determine if they have the tools needed to make data-driven decisions that uphold brand standards, meet guest expectations, and drive performance throughout the business. Brands that put guests at the heart of their business and focus on strengthening every step of their hospitality win.

In this white paper, you will uncover:
• The state of experience management today, and how brands are driving innovation, engagement, and profitability.
• The value of harnessing the voice of your guests to improve performance.
• How brands are increasing their NPS and solidifying their success for 2021 and beyond.

From full- service to fine dining, forward-thinking companies are looking at the ‘invisible’ indicators of operational success by capturing guest sentiment throughout the customer journey, and analyzing performance with experience management technology to influence NPS, CSAT, and digital review sites.

Pandemic turned delivery business from supplement operation to key source of revenue and growth for all restaurants.

While attempting to improve delivery experiences for customers, many restaurants are faced with a lack of quality control due to outsourced delivery models. Brands lose identity, customer loyalty drops, and repeat orders fall away.

In this case study, we look at the innovative way in which Portillo’s Hot Dogs gained control of the guest experience by launching a hybrid delivery model with Cartwheel. The results: Portillo’s improved their customers’ experience with delivery orders and saw an uptick in repeat orders.

The pandemic has only accelerated the rate of digital transformations for restaurant and retail brands. Those that don’t adapt to customer expectations around order ahead, delivery and curbside pickup risk losing customers to their more tech-savvy competitors.

In this playbook, Hathway and Radar outline what it takes to build a winning, order ahead application by:
• Developing a long-term product strategy
• Assembling the right technology stack
• Integrating a loyalty program
• Designing personalized experiences

Plus, we examine real-world examples of brands that are doing it right and discuss the steps they took to create the most popular apps in the restaurant and retail space.