Exploring beyond the surface of oCX leaderboards, we conduct a comprehensive data analysis to decipher the core elements defining a superior food delivery experience. Drawing insights from our machine learning-based examination of over 100,000 user reviews, our aim is to empower food delivery apps to refine their offerings, address user pain points, and elevate overall customer satisfaction in the realm of food delivery. This analysis is based on our newly released Food Delivery oCX Report Spring 2024, providing fresh and actionable insights for the industry.

A Glimpse into Food Delivery Pioneers:

Amidst the multitude of food delivery apps saturating the US market, the distinguished leaders boasting the highest oCX scores include Beyond Menu, Jersey Mike’s, and Domino’s. With an impressive average oCX score of 56 for these top contenders, it’s evident that they excel in satisfying user expectations. In contrast, the average score for other food delivery apps stands at a mere -9. This stark contrast underscores the imperative need to discern what distinguishes these top performers. What precisely contributes to this significant disparity? Let’s explore the specific focal points highlighted by users.

To shed light on their success, the Chief Revenue Officer of Beyond Menu shared some insights into their approach:

Unpacking the Driving Forces: The Top 5 Priority Topics for Users

A closer examination reveals that the top five most frequently reviewed topics for US-based food delivery apps encompass App Usability, Service Quality, Product Quality, Delivery Process, and Delivery Time.

Across all US-based food delivery apps, these five topics collectively command 77% of user reviews, with App Usability garnering the highest review frequency. Remarkably, the leading contenders consistently outshine the industry average across all discussed topics.

• According to our analysis, app usability emerges as the primary customer experience topic, featuring in one-third of all customer reviews. Notably, leading food delivery apps receive 117% more positive usability reviews than the average food delivery app.
• Service quality follows closely as the second most discussed topic, appearing in approximately 18% of all conversations. Leading food delivery apps receive about 90% more positive service quality reviews than their counterparts.
• The gap between leading apps and others narrows in terms of product quality, indicating overall user satisfaction with food delivery app capabilities.
• Delivery process emerges as a significant pain point for app users. Leading food delivery apps witness 40% negative reviews regarding the delivery process, in contrast to the 64% average among other food delivery apps.

Below, you’ll find a table about oCX scores of the two grupos and an infographic elucidating the most reviewed topics, along with the percentage of positive and negative reviews received by both top contenders and other food delivery apps for each respective topic.