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


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.

When the temperature of the food is not adequate, The percentage allocations of responsibility remained virtually the same for answers poorly marked, but it increases the incidence of deep dissatisfaction to all parts cooperating: a 11.5% of respondents fall into this category.

The differences in response are also related to the cohort of people with whom the case. In the demographic segment assigned to the millennials, discontent with everyone involved appears quickly, but usually does so not very marked. A) Yes, Meanwhile he 66.9% of the millennials cautiously blame the problems both restaurant and partitioned, in front of 54.6% in older generations, extreme responses are 16.84% more common among those consumers who exceed 39 years.

The tolerance level of millennials It is matched almost perfectly with that of previous generations in the case of delays and meals delivered at inadequate temperatures; Conversely, when you talk about problems with the dishes, the millennials They have less ruthlessly than their elders when lay the blame on all links in the chain.

For the restorer, This new data dump offers perspective of consumer habits and behavior of the growing clientele seeking food delivery. It is clear that it is vitally important for both the independent restaurant catering to organized have a home delivery service of high quality food for the reputation of the mark not seen restore tainted by operational shortcomings of a foreign company: the customer does not serve reasons, Instinctively lays the blame on the two bodies working together to create and deliver the food.

About the Author

Article by the editorial team of DiegoCoquillat.com. It has professionals both in the field of hospitality, gastronomy and tourism, and new technologies and innovation.


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