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Pizza Delivery & Carryout (DELCO) experiences.

 This first-of-its-kind report explores the Pizza Delivery and Carryout landscape by comparing large and mid-size pizza chains, along with two major convenience store chains, across key operational metrics. It also provides industry benchmarks across the entire customer journey—from ordering to pickup or delivery and overall food quality—enabling brands to measure and enhance their performance. 

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WHO’S IN THE MIX? 10 LARGE AND MID-SIZE PIZZA CHAINS AND TWO CONVENIENCE STORE CHAINS.

Brand comparison across different metrics

We analyzed and compared 5 large pizza chains, 5 mid-size pizza chains, and 2 convenience stores across several critical customer experience metrics. See how each brand performed in key areas measured.
 

Satisfaction Drivers: What Matters Most?

Is it speed, accuracy, quality, or friendliness? Discover which operational factors influence customer satisfaction the most.

 

Operational Benchmarks: Measure and Improve

From the moment an order is placed, through pickup or delivery, to the final assessment of food quality, this report provides detailed operational benchmarks across each stage of the customer journey. 
Mystery Shop Allocation 

A total of 660 orders were completed across 12 brands including five large pizza chains, five mid-size pizza chains & two c-store chains offering pizza. Mystery shoppers purchased one small specialty pizza and removed one topping. 

Timing 

Delivery and carryout orders were placed throughout the fall of 2024 between Wednesday and Sunday to assess service performance across midweek and peak weekend periods. Orders were placed via phone, app or website.

Metrics Measured

The study measures five key metrics of service performance: overall satisfaction, speed of service, order accuracy, food quality, and friendliness.