Intouch Insight Study: C-Stores Narrow the Gap with Restaurants for Key Metrics in Third-Party Delivery Study

OTTAWA, ON, Sept. 15, 2025 /PRNewswire/ -- Intouch Insight has released the second edition of its Third-Party Delivery Study, showing that food delivery continues to evolve. For the first time, first-party apps were measured alongside third-party platforms, and they're already firmly in the mix. Meanwhile, convenience stores are closing the gap with restaurants on key measures of customer satisfaction.

"Earning loyalty in delivery comes down to the details," said Sarah Beckett, Vice President of Sales and Marketing at Intouch Insight. "Our findings show that accuracy, speed, and even a personal touch can turn a one-time order into a repeat customer."

Key Findings from the 2025 Third-Party Delivery Study

• First-Party Apps Set a New Standard in Personalization: For the first time, the study looked at first-party apps, and they came out swinging. First-party apps took top spot when it comes to creating personal experiences. They offered a greater ability to customize orders and an increased frequency of offering personalization or something "extra", beating their third-party counterparts by 10 points in both categories.
  
  
• C-Stores Are Closing the Gap: Orders placed with convenience stores are moving closer to restaurant orders' performance in terms of overall customer satisfaction. The gap narrowed from 11 points in 2024 to 7 points this year. Order accuracy improved from 77% to 82%, and C-store orders even equaled restaurants on food temperature satisfaction.
  
  
• Market Shake-Up Among Third-Party Platforms: Uber Eats claimed the top spot for overall satisfaction in 2025. At the same time, platforms lowered their average fees, with DoorDash taking the sharpest cut, dropping service and delivery charges to land at just $4.08.
  
  
• Accuracy and Temperature Drive Satisfaction: The basics still matter most. Accurate orders led to a 45 percentage-point higher satisfaction rate, while food delivered at the right temperature resulted in a 42-point boost. Getting these details right is critical to earning loyalty.

"The delivery market is only going to get more competitive," added Beckett. "Operators who adapt to rising standards today will be the ones that customers rely on tomorrow."

The full 2025 Third-Party Delivery Report is available for download here: https://www.intouchinsight.com/resources/studies/third-party-delivery-report/

The study is based on 600 mystery-shopped orders across the U.S., following the delivery journey from the first tap to the hand-off at the door. The results offer valuable insights into what matters most to customers and how brands can stay competitive in a fast-changing delivery market.

About Intouch Insight
Intouch Insight helps multi-location brands achieve operational excellence and exceed customer expectations through powerful CX, operational excellence, and mystery shopping solutions. With more than 40 years of experience, Intouch Insight supports over 300 of the world's most beloved brands.

Visit www.intouchinsight.com to learn more.

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SOURCE Intouch Insight