Avoidable Wait Time Delivery Profitability Booster Guide

This guide addresses the concept of avoidable wait time in the context of delivery services. It defines avoidable wait time as the period when a delivery driver waits for an order longer than the estimated preparation time. This estimated time is typically communicated through a tablet or point-of-sale integration, or determined by the delivery platform based on real-time and historical data from the restaurant. The document outlines the negative impacts of long driver wait times, including customer complaints, lost revenue, damaged reputation, canceled orders, and potential store downtime due to deactivation by delivery service providers. Additionally, the guide presents four tactics to improve avoidable driver wait times: ensuring accurate prep times, assigning dedicated delivery support staff, designating a clear pickup area for drivers, and providing detailed instructions through merchant portals to assist drivers during the pickup process. These strategies aim to enhance operational efficiency and customer satisfaction.