2023
9
UK Attitudes towards Home Delivery and Takeaway Consumer Report 2023
2023-03-30T03:05:36+00:00
REP0B7ADAC7_AEB0_4F4A_BC30_BFEF2408AE67
1495
161922
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Report
en_GB
“Consumers have reduced the frequency of their orders since late 2021, as many people returned to their pre-COVID-19 habits, replacing takeaway services with the special experiences that only in-person dine-in…
UK
Foodservice
Consumer Attitudes
simple

UK Attitudes towards Home Delivery and Takeaway Consumer Report 2023

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  1. Overview

    • Key issues covered in this Report
    • Products covered in this Report

  2. Executive Summary

    • The outlook for home delivery and takeaway
    • Now
    • Next
    • Future
    • The market
    • Demand for eating on the go supports takeaway market
      • Figure 1: Food behaviours towards eating on the go, 2016-23
    • Businesses urged to get ready for reforms to cut packaging waste
    • Companies and brands
    • Awareness of the leading food delivery aggregators tops 90%
      • Figure 2: Key metrics for selected brands, 2023
    • On-demand grocery delivery services
    • The consumer
    • Consumers have reduced the frequency of their orders
      • Figure 3: Annual changes in takeaway/home delivery food purchase frequency, 2019-23
    • Decline in buying directly has eased
      • Figure 4: Annual changes in ordering direct from a restaurant/takeaway vs through third-party ordering/delivery service, 2019-23
    • Direct ordering driven mostly by home deliveries
      • Figure 5: Methods of direct order, 2023
    • Usage remains substantially ahead of pre-pandemic levels
      • Figure 6: Annual changes in usage of third-party aggregators in the last 12 months, 2019-23
    • Chinese and pizza come out on top
      • Figure 7: Takeaway/home delivery food preferences, 2023
    • Willingness to access calculated promotions
      • Figure 8: Participation in emerging takeaway/home delivery concepts, 2023
    • Customisation is the order of the day
      • Figure 9: Key factors when choosing takeaway/home delivery, 2023
    • Impact of the cost-of-living crisis on treat purchases
      • Figure 10: Attitudes towards home delivery and takeaway, 2023

  3. Issues and Insights

    • Impact of the cost of living on the home delivery and takeaway market
    • Rely on deals and offers
    • Focus on customer loyalty loop
    • Treat purchases
    • A widening gap between demand for human experience and technology
    • Future of delivery-only concepts

  4. Market Drivers

    • Demand for eating on the go supports takeaway market
      • Figure 11: Food behaviours towards eating on the go, 2016-23
    • Businesses urged to get ready for reforms to cut packaging waste
    • Inflation is the key concern for consumers and brands…
    • …and despite government support, energy prices are still a major concern
    • Rising interest rates mean that the pressure will move up to middle- and higher-income households
    • High inflation and rising interest rates will compound the impact of the slowing recovery
    • Consumer spending power will be curbed
    • Unemployment is at a near-50-year low
    • Consumers’ financial wellbeing has fallen from the highs of 2021…
      • Figure 12: Household financial wellbeing index, 2016-22
    • …and most people are feeling the effects of price rises
      • Figure 13: British household confidence, 2023

  5. Launch Activity and Innovation

    • Third-party aggregators’ new distribution channels
    • On-demand grocery delivery services
      • Figure 14: Price comparison between groceries ordered directly from Sainsbury’s (collection and home delivery), Deliveroo and Uber Eats in north London, 2023
    • Bricks-and-mortar stores
    • New foodservice partners
    • Foodservice operators’ alternative retail concepts
    • New delivery-only operators
    • Travel hub outposts
    • Drive-throughs
    • Late-night delivery
    • Emerging ordering methods
    • Buy now pay later
    • Non-exclusive agreements
    • Omnichannel marketing
    • Sustainability in takeaways
    • Eco-friendly packaging
    • Healthy eating

  6. Brand Research

    • Brand map
      • Figure 15: Attitudes towards and usage of selected brands, 2023
    • Key brand metrics
      • Figure 16: Key metrics for selected brands, 2023
    • Brand attitudes: Just Eat stands out as a trusted brand
      • Figure 17: Attitudes, by brand, 2023
    • Brand personality: Opportunities to leverage ethical credentials to increase relevance among over-35s
      • Figure 18: Brand personality – macro image, 2023
    • Brand personality: Convenience is most salient trait, especially among Gen-Xers
      • Figure 19: Brand personality – micro image, 2023

  7. Annual Changes in Frequency of Use

    • Consumers have reduced the frequency of their orders
      • Figure 20: Annual changes in takeaway/home delivery food purchase frequency, 2019-23
    • Worse-off consumer usage ahead of pre-pandemic levels
      • Figure 21: Annual changes in weekly takeaway/home delivery food purchase frequency, by financial situation, 2019-23

  8. Ordering Methods

    • Decline in buying directly has eased
      • Figure 22: Annual changes in ordering direct from a restaurant/takeaway, 2019-23
    • Plateauing of the third-party ordering/delivery service usage
      • Figure 23: Annual price comparison of a Papa John’s identical small pizza, by third-party delivery services and in-person collection, based on a search in Archway, London, 2022 and 2023
    • Direct ordering driven mostly by home deliveries
    • Home delivery
    • Collection
    • In-person
    • Drive-through
    • Mobile caterer
      • Figure 24: Methods of direct order, 2023

  9. Third-party Delivery Services

    • Usage remains substantially ahead of pre-pandemic levels
      • Figure 25: Annual changes in usage of third-party aggregators in the last 12 months, 2019-23
    • Just Eat leads the market in terms of consumer usage
      • Figure 26: Third-party aggregators used to order home delivery and takeaway, 2023
    • Younger generations are core users
      • Figure 27: Usage of third-party aggregators in the last 12 months, by generation, 2023

  10. Popular Cuisines

    • Chinese and pizza come out on top
      • Figure 28: Takeaway/home delivery food preferences, 2023

  11. Emerging Concepts

    • Willingness to access calculated promotions
      • Figure 29: Participation in emerging takeaway/home delivery concepts, by age, 2023
    • Willingness to help reduce food waste
    • Willingness to order from dark kitchens

  12. Ways to Encourage Usage

    • Customisation is the order of the day
      • Figure 30: Key factors when choosing takeaway/home delivery, 2023
    • Sustainability at risk of becoming a privilege
    • Strong value propositions broaden home delivery and takeaway’s appeal – TURF analysis
      • Figure 31: TURF Analysis – Key factors when choosing takeaway/home delivery, 2023

  13. Attitudes towards Home Delivery and Takeaway

    • Impact of the cost-of-living crisis on treat purchases
      • Figure 32: Attitudes towards value of home delivery and takeaway, 2023
    • Scope for more aggregator-supermarket tie-ups
      • Figure 33: Attitudes towards third-party ordering/delivery apps, by age, 2023
    • Demand for delivery experiences centred around hyper-convenience
    • Tracking capabilities
      • Figure 34: Attitudes towards use of advanced technology in home delivery and takeaway, 2023
    • Emerging home delivery and takeaway methods
      • Figure 35: Attitudes towards autonomous home delivery and takeaway – CHAID – Tree output, 2023
    • Older consumers demand human experience
      • Figure 36: Attitudes towards direct phoning in to order home delivery and takeaway, by age, 2023

  14. Appendix – Data Sources, Abbreviations and Supporting Information

    • Abbreviations
    • Consumer research methodology
    • TURF analysis methodology
      • Figure 37: Table – TURF Analysis – Key factors when choosing takeaway/home delivery, 2023
    • CHAID analysis methodology
      • Figure 38: Attitudes towards Takeaways and Home Deliveries – CHAID – Table output, 2023

Key Issues Covered in this Report

  • The impact of cost-of-living crisis on the home delivery and takeaway market.
  • Changes in home delivery and takeaway participation and ordering methods.
  • Factors that influence consumers’ choice of home delivery and takeaway restaurant.
  • Consumers’ attitudes towards home delivery and takeaway services.
  • Consumers’ perceptions of the Just Eat, Uber Eats and Deliveroo brands.

Expert Insights from a Foodservice Analyst

This report, written by Trish Caddy a leading research analyst, delivers in-depth commentary and analysis to highlight trends in the foodservice market and add expert context to the numbers.

Consumers have reduced the frequency of their orders since late 2021, as many people returned to their pre-COVID-19 habits, replacing takeaway services with the special experiences that only in-person dine-in participation can provide. As the rising cost of living has made ordering home delivery and takeaway regularly less appealing, the market is working hard to maintain trading levels as profit margins are squeezed by rising costs and inflation, and relentless consumer demand for free delivery and meal deals.”

Trish Caddy - Research Analyst

Trish Caddy
Principal Analyst – Foodservice

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