CR checked out whether orders arrived on time, drivers did contactless delivery right, and more
About 40 percent of Americans say they’ve ordered restaurant takeout more often during the coronavirus pandemic than they did before, according to an S&P Global Market Intelligence survey. And for many, those meals have been arriving courtesy of a food courier service app, such as DoorDash, Grubhub, Postmates, or Uber Eats.
But just how good is the service you receive when you use a food delivery app? Consumer Reports, the nonprofit consumer advocacy organization, decided to evaluate consumers’ experiences with the four major services in this market to see just how well they performed. We also reached out to all four companies with specific questions about their services and about the issues we identified.
CR investigated four areas:
- How easy the apps were to use.
- Whether customers were kept informed of their order status.
- Whether the right order arrived in the time frame promised.
- Whether drivers followed instructions for contactless delivery.
“Although the consumer experiences with these four brands were more favorable than not, we did find some common problems,”says Charu Ahuja, who directs CR’s consumer experience program.