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7 minute read

Best Practices to Stay Connected with Your Restaurant Guests When they are Ordering Food Online


We are living in a world where it’s impossible to imagine the restaurant industry without doorstep delivery. Especially in the time of the Coronavirus pandemic, food ordering service has seen a sharp rise as many as 51 percent of customers have downloaded at least one on-demand food delivery app.

On-demand delivery apps provide customers with a wide array of choices and convenience, and customers can order from plenty of restaurants available from their smartphones easily. When we see the worldwide scenario, the market for food delivery stands at €83 billion.

By far, the most prevalent form of the delivery model followed is the traditional model. In the traditional model, the customer places an order with the local restaurant and waits for them to bring the food to the door.

With the advancements in digital technology, the market is reshaping. Through websites and mobile apps, customers are used to shopping online as it provides transparency and convenience. Consumers expect the same when ordering food online.

Customer Behavior

Consumers who prefer ordering food online via on-demand food delivery apps have entirely different expectations and needs than traditional pizza customers. The following are the important characteristics:


Platforms are sticky: It means that customers stick to a particular platform. What does it mean? The on-demand food delivery app personalizes the ordering experience as it stores relevant customer data. Once customers sign up, a huge 80 percent never leave for another platform. It’s a great step towards winning clients in this competitive world. The on-demand app solutions provider, who can make most people sign up in the shortest time, takes the spotlight.

Time is a crucial factor: Customers order via food delivery apps because they want food without visiting the restaurant in the shortest time. To win more customers, it is crucial to provide them with the fastest delivery of their orders. 60 percent of consumers across markets state that food delivery speed is a critical factor for them, which decides whether or not they would order from the same app. The ideal waiting time is no more than 60 minutes.

Meals are for the home: The majority of orders are placed from home, while only a small percentage of orders are placed from the workplace.

Orders shoot up on weekends: 74 percent of orders are placed on Friday, Saturday, and Sunday.

Below, we are providing you some tips to stay connected with your restaurant guests when they are ordering food online:

Personalize Your Restaurant Page and Menu

 It’s crucial for restaurants to personalize their food ordering and delivery platform, communicate with their customers and stand out. You can use a personalized text to present the menu. To make online food ordering a success, you have to provide a mouth-watering menu. The photographs should be attractive and of high quality. Through great pictures, you can increase the appetite of users. But, only pictures are not enough. Today’s customer is interested to know what exactly is in the dish. You have to provide a description; list the ingredients. Also, name your dishes in a creative way; customers love that!

Do you prefer “build your own” salads, burgers, burritos? Who doesn’t, right? Give the same option to your customers, where they can build their own dish from scratch or let them modify it the way they want to.

By providing the “build your own” option, you send across the message that you care about your customers and ready to make their preferred dishes.

Make use of Social Media

You need to interact with your customers. Social media handles, websites, and other mobile apps have made it tremendously easy to get in touch with customers and make them a part of your journey.  It’s the perfect place to connect with potential as well as existing customers.

What can you share on your social media handles? Apart from beautiful pictures of mouth-watering dishes, you can share behind the scene stories, where your chefs are preparing meals. It’s a great way to connect with customers and show them how much work you put into making tasty dishes for them. You can communicate about the quality checks and hygiene precautions you take. All in all, it’s a great way to show how passionate you are towards your job.

Personalize the Ordering Experience

We all love a personalized experience. You can provide a personalized experience to your customers by addressing them with their first names when registering on your mobile app. Also, greet customers with their first name to confirm the order and in follow-up emails. In addition to that, always send thank you messages for orders. It helps create  a unique sense of belonging among customers.

Allocate Tasks Intelligently and Ensure Rapid Scalability

During peak holiday seasons, it becomes difficult for restaurants to meet delivery demands. This way, they end up losing business. Restaurants need to scale, but how? Modern food delivery apps help in this regard. They tremendously improve a restaurant’s ability to scale delivery processes and save costs. The software takes into account the number of deliveries on a given route and the driver’s proximity and automatically assigns duties to delivery executives. Also, during peak hours, by considering the cost factor, logistics software can intelligently outsource delivery jobs to third-party logistics providers. With the on-demand food delivery app development, restaurants can plan Food delivery software also enables restaurants to plan multiple deliveries on the same route and reduces the cost incurred for each delivery.


Feedback is integral for your on-demand food delivery business. You must approach your customers for their valuable feedback on new dishes. To make customers interested in the menu, you can ask them to give suggestions to improve your menu. Encourage your customers to try new dishes and give feedback; you can give discount coupons to them after they fill out the online feedback form.

Never shy away from expressing gratitude for their contribution. It will make your customers feel valued.

Offer Transparency


  • Customers appreciate it when you provide transparency. For example, if you don’t have the dish ordered by the customer, inform your customer and give suggestions to them on what they can order instead of that dish. If the order is running late, convey it to your customer right away.
  • Give them a hassle-free app ordering experience

Online food ordering should be hassle-free for customers. They will return to you if they like the experience. Make sure that is it is easy and convenient to order food from you via the mobile app.

Think From the Customers’ Perspective

Planning and testing phases are crucial for food ordering apps. Ask a third party to test your app. This way, you will get to know how easy or tough it is to order via your app and what things need improvement to provide a great experience to customers. Build your app around the feedback to build an on-demand delivery app.

Final Words

It is important to get connected with your restaurant’s guests when they are ordering online. Also, make sure that your customers get the right order. To avoid sending wrong orders or missing parts of the order, designate a staff member in every shift to handle all aspects of the delivery.

Apart from that, to make your customers feel valued, personalize every order; you can send them a thank you note along with the order. Allow them to build their own burger, salad, etc. Don’t forget to use social media to provide information and get in touch with customers. You can even ask your social media followers to name a dish. Offer transparency to your customers, share daily positive experiences your customers have in your restaurant. And most importantly, think like a customer!

Jeevanjot Kaur

Jeevanjot loves to write about new technology and presents a different view on various topics. She helps clients build a clear marketing message to create sales consistently.

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