Intouch Insight Study: C-Stores Narrow the Gap with Restaurants for Key Metrics in Third-Party Delivery Study

Intouch Insight's latest release, the 2025 Third-Party Delivery Study, reveals significant shifts in the delivery landscape, particularly highlighting the rising competitiveness of convenience stores (C-stores) against traditional restaurants. For the first time, this study evaluated first-party delivery apps alongside third-party services, showcasing a notable emphasis on personalization in customer experiences. First-party apps topped the charts, surpassing their third-party counterparts by 10 percentage points in both order customization and frequency of personalized offerings.

One of the most compelling findings is the narrowing satisfaction gap between C-stores and restaurants, which has decreased from an 11-point disparity in 2024 to just 7 points in 2025. C-stores demonstrated marked improvements in key metrics: order accuracy rose from 77% to 82%, and customer satisfaction regarding food temperature matched that of restaurants, indicating a strong trend towards enhancing service quality in the convenience sector.

The study also pointed out a shake-up among third-party delivery platforms, with Uber Eats achieving the highest satisfaction rating in 2025. Additionally, platforms have responded to competitive pressures by lowering average fees, with DoorDash offering rates as low as $4.08, which may further attract customers seeking cost-effective solutions.

Overall, the fundamentals of delivery service remain crucial — order accuracy and optimal food temperature significantly boost customer satisfaction. The insights suggest that businesses emphasizing these aspects can cultivate customer loyalty amidst increasing competition, as noted by Sarah Beckett from Intouch Insight. As the delivery market evolves, operators that adjust to rising expectations will likely secure a loyal customer base in the future. The comprehensive study is available for those seeking deeper insights into consumer preferences and market dynamics.

The latest Intouch Insight Third-Party Delivery Study indicates a crucial shift in the food delivery landscape, highlighting the rising competitiveness of convenience stores (C-stores) against traditional restaurants. With C-stores narrowing their customer satisfaction gap by four points since last year, from 11 to 7 points, their performance metrics demand serious consideration for market stakeholders.

The study reveals that C-stores have improved order accuracy to 82%, equaling restaurants in food temperature satisfaction, both essential drivers of customer loyalty. Given that order accuracy alone correlates with a 45 percentage-point boost in satisfaction, C-stores' advancements imply a robust opportunity for market expansion. C-stores are increasingly positioned to exploit convenience and speed, areas where they may have an advantage.

Moreover, the introduction of first-party delivery applications alongside third-party platforms has further intensified competition. Personalized experiences driven by first-party apps are outpacing those of third-party services significantly, potentially reshaping consumer preferences. Customers are gravitating towards options that allow customization and unique touches, which can foster loyalty.

Market players, including C-stores, should prioritize investment in technology that enhances order accuracy and personalization capabilities. Earning customer loyalty hinges on fine-tuning these critical aspects.

Furthermore, with platforms like Uber Eats leading in overall satisfaction while others like DoorDash reduce fees, there's an evident trend of customer-centric innovation that resonates with financial bottom lines. Operators must be keen on cost structures while enhancing service offerings. As operators adapt to these evolving standards, the stakes are clear: those who fail to meet rising expectations may struggle to retain their customer base amidst a burgeoning competitive delivery market.

In conclusion, businesses should not only focus on operational excellence but also embrace a customer-centric approach to thrive in this dynamic environment.