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more than 70% Customers with service incidents food delivery transportation blame as the restaurant both

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When a problem arises with food the diner has commissioned home, consumers tend to apportion blame that this has taken place between all parties involved in the process.

Whether it is food that has been spoiled because of a traffic jam or if it delivers wrong user commands, Part of the blame lies with the restaurant itself, although this has had little or nothing to do with the problem.

Before a consumer advocacy needs a scapegoat on which the blame and relieve accumulated discontent, and unless there is a very good reason that all responsibility is the lead party, at the end are all involved that end up being blamed.

So reveals a new report released by market research company Zion & Zion which analyzes the incidence of sharing responsibility among the population with consumption capacity in EE. THE.

The analysis is based on queries issued to 1084 American citizens, they all users order management platform for home food delivery, as may be Grubःub O UberEats, to name a few.

The main conclusion is distilled from the research is that the number of users of the apps blaming both mobile delivery service and the restaurant receives the order is very high, achieves he 71.8% of the total.

Of course, not all participants exercise their responsibility sharing identically. A 61.7% of respondents who blame the different parties involved make it very timid. On the other hand only 9.3% participants dare to affirm this fact adamantly and categorically.

There's also Differences in consumer behavior as the problem causing inconvenience. For example, when the main course of the meal is the cause of discord, The percentage allocations of guilt decrease. And while the timid reactions down, those who show their displeasure with both the restaurant and the home delivery service food more vehemently gain importance.

surprisingly, the dishes are even more relevant. The study of Zion & Zion does not reveal the mechanism that gives rise to this behavior, but the data are overwhelming. In this case the 10.8% participants clearly expressed their discontent with both parties involved in the transaction.

The surprises do not stop when we talk about service delays. Although intuitively a delay in delivery is usually associated with a problem during delivery stage, the reality is that a 68.6% of consumers who participated in the research somehow they blame both as a restaurant delivery company. A 7.2% it does, Besides, so strong.

Cuando la temperatura de la comida no es la adecuada, los porcentajes de reparto de responsabilidad de mantienen prácticamente igual para respuestas poco marcadas, pero aumenta la incidencia de un descontento profundo hacia todas las partes que cooperan: un 11.5% de los respondientes entrarían en esta categoría.

Las diferencias en la respuesta también se relacionan con la cohorte de personas con la que se trate. En el segmento demográfico asignado a los millennials, el descontento hacia todos los implicados aparece rápidamente, pero generalmente lo hace de forma no muy marcada. Así, mientras que el 66.9% de los millennials culpan cautelosamente de los problemas tanto a restaurante como a reparto, frente al 54.6% en generaciones mayores, las respuestas extremas son un 16.84% más habituales entre aquellos consumidores que superan los 39 años.

El nivel de tolerancia de los millennials se equipara casi perfectamente con el de generaciones anteriores en el caso de retrasos y comidas entregadas a temperaturas inadecuadas; por el contrario, cuando se habla de problemas con los platos, los millennials tienen menos miramientos que sus mayores a la hora de depositar la culpa sobre todos los eslabones de la cadena.

Para el restaurador, este nuevo volcado de datos ofrece una perspectiva de los hábitos de consumo y comportamiento de la creciente clientela que solicita comida a domicilio. Queda de manifiesto que es de vital importancia tanto para el restaurante independiente como para la restauración organizada contar con un servicio de entrega domiciliaria de comida de alta calidad para que el renombre de la marca de restauración no se vea manchada por las carencias operativas de una empresa ajena: el cliente no atenderá a razones, de forma instintiva deposita la culpa en los dos entes que trabajan juntos para crear y entregar la comida.

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Sobre el autor

Artículo realizado por el equipo de redacción de DiegoCoquillat.com. Cuenta con profesionales tanto en el terreno de la hostelería, gastronomía y turismo, como en de las nuevas tecnologías e innovación.

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