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State of the Market:

Food Ordering Technology

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Executive Summary

Demand for convenience is growing, and third-party delivery is playing a huge role. Consumers want to eat their favorite foods from the places they love, but sometimes prefer the convenience of dining in their homes or offices, and are driving an increase in off-premises eating. Meanwhile, operators are considering how to optimize the in restaurant experience while thinking about how to best manage off-premises sales.

Some have added delivery and are using their own in-house delivery resources. Many have embraced technology that allows them to connect with their customers and with delivery people, while others hesitate to participate.

Informa and Uber Eats conducted a survey to assess operators’ attitudes about delivery and third-party technology providers. The respondents were decision-makers for casual dining restaurants, quick service/fast food, fast casual, cafeteria/buffet, upscale/polished casual, and other concepts. They represented independents and chains nationwide.

Among the Key Findings

Operators are interested in third-party delivery opportunities, and want to find out more about this growing segment.

Service quality, not fees, is the top challenge related to why operators have not connected with technology vendors and third-party delivery partners.

Respondents are enthusiastic users of technology, so the use of apps or tablets is not a factor in operators’ decisions regarding whether to expand their menus to off-premises opportunities.

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About Us

Uber Technologies’ Uber Eats offering allows consumers to search for and discover local restaurants, order a meal at the touch of a button, and either pickup at the restaurant or have the meal delivered reliably and quickly.

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