{"id":3092,"date":"2022-01-31T14:09:20","date_gmt":"2022-01-31T13:09:20","guid":{"rendered":"https:\/\/interesting-jones.178-33-83-176.plesk.page\/late-deliveries-and-dissatisfied-customers-how-to-improve-food-delivery\/"},"modified":"2022-01-31T14:09:20","modified_gmt":"2022-01-31T13:09:20","slug":"late-deliveries-and-dissatisfied-customers-how-to-improve-food-delivery","status":"publish","type":"post","link":"https:\/\/interesting-jones.178-33-83-176.plesk.page\/en\/late-deliveries-and-dissatisfied-customers-how-to-improve-food-delivery\/","title":{"rendered":"Late deliveries and dissatisfied customers? Here is how to improve food delivery"},"content":{"rendered":"<p>The <strong>Coronavirus<\/strong> pandemic overturned the habits of Italians and, during the lockdown period, <strong>food delivery<\/strong> represented a vital service for restaurateurs, but also for customers. The former, even if in a reduced form, were able to continue working with takeaway food, limiting the losses due to the lockdown. The latter had the possibility of ordering their favourite dishes, without necessarily having to cook every day.<\/p>\n<p>Did the food sector know how to face this absolutely unexpected situation adequately? To answer this question we at <strong>We Are Fiber<\/strong> conducted an analysis to photograph the changed situation. Food delivery orders increased by 40%, with a peak of even 100% in the month of August. Requests, compared to 2019, literally doubled. However, some critical issues arose, partly because the catering establishments were not ready and partly because they did not use the necessary strategies and tools.<\/p>\n<p>The research, which we will talk about shortly, was reported by the following portals:<\/p>\n<ul>\n<li><a href=\"https:\/\/www.affaritaliani.it\/costume\/osservatorio-food-delivery-i-problemi-consegne-in-ritardo-clienti-fantasma-707945.html\" rel=\"noopener\" target=\"_blank\">affaritaliani.it<\/a><\/li>\n<li><a href=\"http:\/\/agricolturamoderna.it\/food-delivery-in-crescita-esponenziale\/\" rel=\"noopener\" target=\"_blank\">agricolturamoderna<\/a><\/li>\n<li><a href=\"https:\/\/www.zeroventiquattro.it\/agroalimentarefood\/food-delivery-consegne-in-ritardo-e-clienti-fantasma-ecco-le-lamentele\/\" rel=\"noopener\" target=\"_blank\">zeroventiquattro<\/a><\/li>\n<li><a href=\"https:\/\/www.politicamentecorretto.com\/2020\/11\/24\/consegne-in-ritardo-e-clienti-fantasma-questi-i-problemi-per-cui-rider-e-clienti-si-rivolgono-al-customer-care\/\" rel=\"noopener\" target=\"_blank\">politicamentecorretto<\/a><\/li>\n<li><a href=\"https:\/\/www.ristorazioneitalianamagazine.it\/food-delivery-come-migliorarlo-in-3-mosse\/\" rel=\"noopener\" target=\"_blank\">ristorazioneitalianamagazine<\/a><\/li>\n<li><a href=\"http:\/\/www.agroalimentarenews.com\/news-file\/Food-delivery--gli-ordini-crescono-del-40--da-marzo-ad-oggi.htm?fontsize=big\" rel=\"noopener\" target=\"_blank\">Agroalimentarenews<\/a><\/li>\n<li><a href=\"https:\/\/winenews.it\/it\/food-delivery-tra-un-boom-a-doppia-cifra-40-ed-errori-di-clienti-e-rider_430549\/\" rel=\"noopener\" target=\"_blank\">winenews<\/a><\/li>\n<li><a href=\"http:\/\/www.italgrob.it\/sezione.asp?IdPost=8830&amp;M=Mondo%20Horeca&amp;C=AttualitANDagrave\" rel=\"noopener\" target=\"_blank\">italgrob<\/a><\/li>\n<li><a href=\"https:\/\/www.italiaatavola.net\/tendenze-mercato\/horeca-turismo\/2020\/11\/26\/non-solo-i-contratti-ai-riders-tutti-i-nervi-scoperti-del-delivery\/71737\/\" rel=\"noopener\" target=\"_blank\">italiaatavola<\/a><\/li>\n<li><a href=\"https:\/\/www.ilsecoloxix.it\/savona\/2020\/11\/25\/news\/savonese-sette-euro-lordi-l-ora-la-vita-sempre-di-corsa-dei-fattorini-a-domicilio-1.39581092\" rel=\"noopener\" target=\"_blank\">ilsecoloXIX<\/a><\/li>\n<\/ul>\n<h2>What were the main critical issues in deliveries?<\/h2>\n<p><img decoding=\"async\" alt=\"food delivery\" src=\"https:\/\/interesting-jones.178-33-83-176.plesk.page\/wp-content\/uploads\/2026\/07\/food-w-600x338.jpg\"\/><\/p>\n<p>Our Observatory conducted targeted research to understand what the issues encountered in <strong>home food deliveries<\/strong> were.<\/p>\n<p>Among the main problems, the <strong>unreachability of customers<\/strong> was recorded. 30% of the riders&#8217; calls, managed by the customer care service, failed to find the customer. In that case, therefore, the fault is not of the establishment or of the person delivering, but rather of the customers who provided incorrect data, or who could not be found at the indicated address.<\/p>\n<p>This problem often occurred especially when the payment was not made beforehand, or online. With digitised payment directly on the platform, instead, deliveries were successful in 99.6% of cases. In practice, when customers do not pay in advance, the risk of unreachability increases exponentially. On the contrary, if the payment is made in advance, the percentage of unreachability drops to almost 0.<\/p>\n<p>Another evident problem concerns the <strong>delay of deliveries<\/strong>, a critical issue encountered with a percentage of 45%. In that case the fault is of the establishment, which evidently takes more deliveries than it can actually guarantee, or does not have the right tools for quick and efficient deliveries. In 5% of cases customers, instead, complained about errors in the preparation of the dish or, in some cases, deliveries totally different from those requested.<\/p>\n<h2>We Are Fiber&#8217;s advice<\/h2>\n<p>After having collected this data, we compared and examined it to identify the main critical issues, so as to draw up a <strong>set of guidelines for restaurateurs<\/strong>. In a context like the current one, competition is very high, so <strong>customer loyalty<\/strong> and the provision of a personalised and accurate service are fundamental steps to differentiate yourself.<\/p>\n<p>First of all we at We Are Fiber recommend <strong>adequate training for the restaurateurs who are partners of the food delivery platforms<\/strong>. Entrepreneurs will thus be able to better understand the functionalities of the service and make the most of all its potential, managing customers&#8217; requests in an intelligent and sustainable way. As already mentioned previously, delays and disruptions are often connected to the fact that too many deliveries are taken. In these cases it is advisable to accept fewer of them, or to postpone the expected delivery time. Customers trust the companies that tell the truth, so it is better to give up a few deliveries, but with the certainty of offering an impeccable food delivery service within the expected times.<\/p>\n<p>We also suggest drawing up <strong>ad hoc menus<\/strong>, preferably leaner and with fewer dishes. The offer clearly reduces in terms of quantity; in return you can satisfy your customers more quickly. Chefs, in fact, will not have to go crazy with the preparation of dozens of different dishes, sandwiches or pizzas, but will have to focus solely on a few recipes, thus also reducing the risk of errors. Once again, therefore, it is preferable to aim at a quality service, perhaps more limited, but one that is able to satisfy your clientele.<\/p>\n<p>Finally, the last piece of advice we feel we can give is to rely on <strong>digitised payments<\/strong> and <strong>contactless deliveries<\/strong>. First of all you have the possibility of reducing the risk of unreachability of the customer who, after having paid, has every interest in being found at home and giving correct addresses. In addition you will avoid every form of contact between the rider and the customer, a form of attention for your employees and also for consumers.<\/p>\n<p><strong>Daniele Volpe<\/strong>, CEO of We Are Fiber, released his comment on the sidelines of the research: &#8220;<em>Food delivery is a type of service in strong growth, both because of the restrictions and because of the fear of the virus that keeps at home even those who could go out for lunch or dinner. However, precisely this exponential growth can generate management difficulties which, as we know, can arise in the face of a genuine boom like the one we have witnessed. Now more than ever it is necessary to guarantee efficient deliveries and reduce mishaps to a minimum. This is why we decided to make our experience in the sector available to customers, giving practical advice to improve the quality of the service offered&#8221;.<\/em><\/p>\n<p>To understand how to implement the food delivery service and personalise it according to your habits and those of your customers, we at We Are Fiber are at your complete disposal.<\/p>\n<p><a href=\"https:\/\/interesting-jones.178-33-83-176.plesk.page\/en\/contacts\/\" rel=\"noopener\" target=\"_blank\"><strong>Contact us<\/strong><\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>The Coronavirus pandemic overturned the habits of Italians and, during the lockdown period, food delivery represented a vital service for restaurateurs, but also for customers. The former, even if in a reduced form, were able to continue working with takeaway food, limiting the losses due to the lockdown. The latter had the possibility of ordering [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":2470,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[35],"tags":[],"class_list":["post-3092","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-bpo-operations"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.2 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Late deliveries and dissatisfied customers? 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