“You've had consumers moving from a once a week takeaway to ordering far more often, it's become part of their eating routine now, and you're prepared to deliver Roo and other players as well having evolved their offerings.” “As this has gone on, restaurants and operators have seen this as a more permanent platform for them to use. “At the start, you've had operators taking a wait and see approach, and planning for reopening again,” he says. For those consumers making on-site purchases, the most popular destinations for this were coffee and sandwich shops, while QSR operations were the most popular choice for click and collect and delivery orders at around 50% of total participants.įor Steve Braude, a director at AlixPartners, while operators might have initially hesitated in fully leaning into delivery, this position changed as the pandemic dragged out. Delivery purchases peaked in January, ranging from 29.7% to 31.7% of all participants in the eating and drinking out sector.Ĭlick and collect purchases also increased – up to 20.1% of all foodservice purchases at its highest point in the week commencing 18 January, with food ordered on site subsequently falling as a result. With many other channels closed, delivery and click & collect purchases accounted for 43% of all foodservice occasions, in the 12 weeks to 24 January. Yet looking at the more granular detail in Lumina’s Eating Out Panel tells a more detailed story. The number of consumers who used apps to order in or order ahead grew modestly from 18.6% pre-March 2020 to 19.9% post March 2020, according to the Lumina research. Relatively speaking, delivery and click & collect was already one of the more well adopted hospitality technologies. But as many can now attest, both anecdotally and through their own restaurant operations, this usage has shot up in the past year, in the case of QR codes usage jumping by more than 250%. Just 8% of consumers had used a self-ordering tablet, and only 10% had used a QR code, according to research conducted for Hostech by Lumina Intelligence. Prior to coronavirus, uptake of many technologies in restaurants was relatively limited.
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