KANSAS CITY, Mo. – Service Management Group (SMG), a global customer experience management, employee experience and brand research partner to more than 500 brands, has published a new report about the evolution of third-party delivery: Sharpen your strategy to win at third-party delivery. Following its initial report—4 things every restaurant needs to know about third-party delivery—SMG has closely monitored the trend and the impact third-party delivery is having across the restaurant industry.
Using SurveyMini®—SMG’s location-based consumer research app and the fastest, most accurate source of behavioral data linked to customer feedback in real time—SMG launched the longitudinal study in late 2017 and collected consumer feedback at the onset of the study and again in early 2019. With data from more than 20,000 respondents, SMG answered three big questions about the evolution of third-party delivery:
“With the continued growth of third-party delivery and usage spreading across the restaurant industry, it’s increasingly important that brands have a cohesive customer experience and case management strategy in place,” said Shad Foos, SMG Chief Marketing Officer. “While each touchpoint impacts the customer experience, delivery is most likely to make or break the experience.”
To learn more about the evolution of third-party delivery and its impact on the restaurant industry, download the report from the SMG Resource Center.
About Service Management Group
SMG inspires experiences that improve people’s lives. We are a catalyst for change, providing actionable customer, patient, and employee insights that boost loyalty and drive business outcomes. Our unique model puts a dual focus on platform technology and professional services—making it easier to collect, analyze, and share feedback and behavioral data across the enterprise. To learn more about our customer experience management, employee experience, and brand research solutions, visit www.smg.com.