Food delivery aggregators have greatly disrupted the restaurant industry in both positive and negative ways. Many consumers came to rely on these platforms for meal deliveries during the COVID-19 crisis and, in turn, helped keep restaurants in business while their customers stayed at home.
PYMNTS’ latest research finds that 17 percent of consumers in the United States who regularly purchase food from restaurants used an aggregator to order from their favorite table-service restaurant or quick-service restaurant (QSR) at least once in the last three months. Roughly two-thirds of aggregator users say convenience is a primary reason they use these platforms. More than half of consumers who do not use them, however, say the costs are a deterrent.
The inaugural edition of The Digital Divide, Aggregators: The Cost Of Convenience, a PYMNTS and Paytronix collaboration, examines the spending habits of restaurant customers in the U.S. We surveyed 2,213 adults who purchase food from restaurants at least once a month — including dine-in, delivery and pickup — between September 2 and 9 about how they place orders, how much they spend and the impact of the pandemic on their purchases. This report focuses on food delivery aggregators, a convenient but often costly way to order food that leaves consumers with a decidedly mixed impression.
Download the report today to see what we learned.