fredtc-
You're welcome! It's a funny old world when the focus and investment has shifted from operations (how quickly and accurately can you turn orders around), to IT and Digital. In part this is because a lot of our restaurants were pretty much at capacity in terms of the number of people per hour you could get through the eat-in and drive-thru channels, so delivery and mobile orders were the only way for them to grow. The downside being the experience aggi describes above.
People's loyalty to delivery platforms is another funny one, rolling out delivery we found that every time you added another provider, you got pretty much pure additive custom. If someone was a Deliveroo person rather than an Uber person they just wouldn't bother ordering from us until we partnered with Deliveroo and even if Deliveroo ran an offer on our food, Uber people would stick with Uber.
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ASTTer
Unfortunately human nature is such that when we don’t feel like we’ll be judged by the person taking our order and can do it on a screen we order more, to the tune of 15-20%. As such the fast food companies have purposely reduced or removed staffed tills over time to chase those gains.
The delivery thing is a pain, a lot of the chains are redesigning restaurants with separate courier entrances, spinning up dark kitchens etc but those redesigns always take a few years to roll through all the restaurants.
Signed, an ex-fast food company IT drone