1) Demand pressureCustomers are eating out less (price sensitivity)
Evidence: A YouGov poll reported 38% of Britons were dining out less than a year earlier, with higher costs the main reason for cutting back.
First fix: Tighten your “value story” (best-sellers + bundles) and make your hero items impossible to miss.
On the apps: How to increase takeaway sales →
Source: The Guardian (YouGov).
2) StaffingHigh staff turnover destabilises service and quality
Evidence: Workforce data analysis for 2024 reported hospitality/catering staff turnover at 38.7%.
First fix: Standardise the basics (opening/closing checklists + station SOPs) so performance doesn’t depend on who’s on shift.
On the apps: How to improve your delivery app rating →
Source: RotaCloud analysis (reported by industry press).
3) SpeedLong waits and slow service are a top irritation
Evidence: A UK consumer study found 34% said long wait times were the thing that annoys them most when dining out.
First fix: Track ticket time by daypart; fix the single biggest bottleneck (usually pass, fryer, or drinks).
On the apps: Prep times, speed and Uber Eats ratings →
Source: Retail Times (customer service study).
4) Service qualityRude or unhelpful staff kills repeat business
Evidence: In the same UK study, 30% said rude or unhelpful staff was their biggest gripe.
First fix: Write a simple service standard: greet, confirm order, set expectations, and close with a check-back.
On the apps: How to improve your delivery app rating →
Source: Retail Times (customer service study).
5) Delivery qualityFood arriving cold undermines ratings and re-orders
Evidence: A UK survey of 2,000 people commissioned by Supper London reported 48% of delivery orders arrived at an unacceptable temperature.
First fix: Heat retention: vented lids for fried items, separate hot/cold bags, and “hold time” limits before handoff.
On the apps: Why delivery counts for half of a Just Eat rating →
Source: Supper London survey (reported by Fry Magazine).
6) AccuracyWrong items and missing items trigger refunds and bad reviews
Evidence: The same Supper London survey reported 30% of people had received the wrong order.
First fix: “Two-point check”: packer verifies ticket + runner verifies bag before sealing.
On the apps: Top Eats: the accuracy thresholds →
Source: Supper London survey (reported by Fry Magazine).
7) Hygiene trustHygiene ratings influence where people buy food
Evidence: Food Standards Agency survey results show around 42% checked a food business hygiene rating in the last 12 months (Wave 8, Oct 2023–Jan 2024).
First fix: Make hygiene visible: display your rating, cleanliness routines, and “what we changed” after inspections.
On the apps: Our takeaway hygiene ratings study →
Source: Food Standards Agency (Food and You 2).
8) ReviewsNot responding to reviews materially hurts conversion
Evidence: BrightLocal’s Local Consumer Review Survey 2024 found 88% would use a business that replies to all reviews, versus 47% for one that doesn’t respond.
First fix: Reply to every review for 30 days. Keep it short, specific, and consistent — and fix the recurring complaint theme.
On the apps: How to reply to reviews on Uber Eats →
Source: BrightLocal (Local Consumer Review Survey 2024).
9) Value perceptionPortion size mismatch creates waste and “not worth it” sentiment
Evidence: WRAP research found 48% of people say portion size is the main reason they leave food when eating out.
First fix: Align portions with price: make “small/regular/large” explicit for key items, and tighten plating consistency.
On the apps: Menu descriptions that sell →
Source: WRAP (UK food waste research).
10) RetentionRepeat guests drive the majority of revenue
Evidence: Olo (based on 100M+ guest records) reported 60% of restaurant revenue is driven by repeat guests.
First fix: Build a simple “reason to return” within 7 days: loyalty perk, bounceback offer, or signature item hook.
On the apps: Why Just Eat ranks on repeat customers →
Source: Olo (guest data analysis).