TORONTO — Third-party-delivery services have experienced rapid growth over the past six months and, along with the growth has come an increase in the number of concerns from foodservice operators regarding how their products are promoted and presented, as customers complain about long waits, cold food, missing items or sloppy meals.
To assist independent restaurants and multi-unit chains in monitoring their delivery partners, Sensors Quality Management Inc. (SQM) has launched a Third-Party-Delivery Services Inspection Program. The service involves the evaluation of the overall guest experience based on ordering through Uber Eats, SkipTheDishes and other such services.
David Lipton, president of SQM, explains that, “the program was launched after hearing from foodservice operators who expressed concerns about how their products were received by the end user, the customers.”
To help companies measure the areas and items that are important to them, each checklist is customized to meet the needs of the client. In addition to yes/no questions, each report also includes food notes and miscellaneous notes, as well as photos of each item ordered.
Audits can be structured monthly, quarterly, et cetera, and SQM can cycle through the different delivery partners. Any location not participating in the delivery-app programs is simply taken out of rotation.
“In any business, but especially foodservice, your customer is buying a particular experience, so it’s extremely important to prevent your brand from being eroded,” says Lipton. “After all, your brand is your lifeline — it is everything.”