Building a base of loyal customers through delivery

In delivery, 60% of customers only order once at a restaurant. The remaining 40% represent 70% of the revenue. Customer loyalty is therefore a critical issue.

Consistency in quality is the foundation. A customer who receives an excellent dish 9 times out of 10 will return. But one who has a bad experience doesn’t give a second chance.

The “surprise element”: regularly insert a small, unexpected extra into orders. A dessert offered, a sample of a new product. The effect of surprise creates a positive memory.

Personalization: If a customer regularly orders the same dish, include the message “Thank you for your loyalty! Your favorite [dish], always prepared with the same care.”

Direct channel: each order is an opportunity to migrate the customer to your own ordering system. Flyer with exclusive promo code in the bag.

Menu consistency: keep your signature dishes on the menu permanently. A loyal customer who returns for “their” favorite dish and no longer finds it is a lost customer.