There’s no denying the current popularity of off-premise dining. Carryout and delivery orders now make up 58% of all foodservice purchases among those who use takeout at least once a month, according to the 2018 Takeout and Off-Premise Consumer Trend Report from Restaurant Business sister company Technomic.
And there are few things more important to hungry diners when choosing a restaurant for an off-premise occasion than order accuracy. Forget to put something in that to-go bag, and it’s likely you’ll lose a customer. What’s more, order accuracy is just behind food quality as a takeout purchase driver, with 44% of consumers saying accurate orders influence their restaurant choice, according to Technomic.
So, which chains do consumers say get their off-premise orders right, and which ones are missing the mark?
Here are the ratings for quick-service chains with the highest accuracy in off-premise, according to Technomic Ignite consumer data for 2018.
Pollo Campero had one of the largest disparities between overall satisfaction with order accuracy and happiness with off-premise accuracy. Only 51.9% of consumers rated the chain highly for off-premise accuracy, but 59.1% of diners praised Pollo Campero’s overall accuracy.
The chain receiving the worst scores for consumer satisfaction with orders consumed off-premise is the country’s largest restaurant brand. Well under half (47.4%) of diners reported being very satisfied with the accuracy of their off-premise orders. Said one consumer who responded to the survey, “Took an hour and a half to get a No. 3, a No. 2 and a Happy Meal. Got home and the No. 3 was missing toppings.”