About 25% of online orders placed in 2020 were for delivery, according to Paytronix’s Order and Delivery Report 2021. Restaurants that used their own couriers reported about 44% of orders were for delivery, while operators that exclusively use third-party delivery platforms only had about 12% of orders placed for delivery.
Delivery customers spent 21% more at restaurants with self-delivery than takeout customers on average except for spring 2020, when takeout orders surged due to the onset of the pandemic. When ordering for delivery through third parties, delivery guests spent about 32% more than takeout patrons before the pandemic. After the start of the COVID-19 crisis, third-party delivery customers only spent 10% more than takeout customers.
More people were willing to try online ordering in 2020, and 65% of digital restaurant orders came from first-time guests during the pandemic. Digital orders represent nearly one-third of all restaurant orders compared to 10% of all restaurant orders pre-pandemic, according to data from Boston Consulting Group cited in Paytronix’s report.