Customer Experience Delivered: Insights from the Food Delivery Apps Industry

Category Analysis – Food Delivery Apps
Period: July 2023 - December 2023
Region : USA

The growth rate of the Online Food Delivery market in the USA is projected to reach USD 353.30 billion in 2024, with an annual growth rate (CAGR 2024-2029) of 10.05%. This growth is expected to result in a market volume of USD 570.40 billion by 2029.

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The analysis is based on customer reviews and conversations online in the segment. The analysis results presented are completely unbiased and not based on any subjective judgment. The source data used for the analysis are user conversations available publicly online like public forums and social media.


Total number of customer conversations analyzed




Executive Summary - Customer Experience Insights From the Food Delivery Apps Industry

Over the years, there have been significant changes in the food delivery industry, with customers expressing evolving needs, concerns, and challenges. Issues such as late deliveries, incorrect orders, quality of food, and delivery fees have become common among customers. Food delivery service providers need to analyze customer feedback to address these concerns and improve overall customer experience. 


By conducting a thorough analysis of customer reviews, service providers can pinpoint key pain points and areas for improvement. By implementing targeted strategies based on these insights, food delivery apps can enhance customer satisfaction, build trust, and ultimately increase customer loyalty. It is essential for service providers in the food delivery industry to actively listen to their customers and continuously adapt to meet their changing needs and expectations.


Clootrack, a customer experience analytics platform, has analyzed approximately 26000 customer reviews from 4 food delivery apps (Uber Eats, DoorDash, Grubhub, and Postmates) in the United States to generate valuable insights.


customer review distribution of food delivery app


The purpose of this report is to provide food delivery app companies with valuable insights and knowledge to help them better understand and adapt to their customers' changing preferences and needs.


Deals & Offers: The Top Category Adoption Driver in the Food Delivery Apps Industry

After analyzing 26,000 customer reviews, it was found that deals, offers, promotions, and discounts have a significant impact on customer satisfaction in the food delivery app industry. Customers value great deals and offers more than other factors, such as delivery time, app performance, and food options. Providing good value and savings through promotions and discounts can make customers happy and satisfied with their overall experience.


Deals & Offers


Check a few real customers verbatim around the sub-themes seen around customer reviews about the deals and offers:


Deals & Offers The Top Category Adoption Driver in the Food Delivery Apps Industry


Top Customer Concerns in the Food Delivery Apps Industry

Additional charges and fees and order cancellations are significant factors contributing to customer dissatisfaction in the food delivery apps industry. Other concerns include delivery time, food delivery conditions, and order accuracy.


1. Additional Charges and Fees


Additional Charges and Fees


Unexpected additional charges during checkout, such as high delivery fees, unreasonable additional fees, cancellation fees, and service charges, can frustrate the customer experience in the food delivery apps industry. These charges can lead to dissatisfaction among customers and may impact their decision to use the platform again in the future.


Check customer verbatim:


I've completely given up on using any of the delivery services because they've made themselves so expensive to not be worth it, and the absolute crap shoot on whether your order will be treated properly makes them even worse. I just drive for the stuff myself..


IF I could give a 0 I would. They charge you extra for the service and according to them their policy states that customers can only be credited back to the account and not your bank account, bunch of robbing fools.


A lot of hidden fees in order that you don't see until you are about to pay, which is a waste of time. When you decide to cancel. Buy. I think they do that so you feel U have to commit to order.


2. Order Cancellation

Abruptly canceling a food order after a long wait without providing any specific reasons can break customers' expectations and result in significant dissatisfaction. Other common concerns from food delivery app customers include orders being canceled without a refund or explanation or a driver canceling the order.



Check customer verbatim:


Order Cancellation


Detailed Report

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