The 2018 haysmacintyre UK Hospitality Index has revealed that just 18% of operators consider delivery to have a positive impact on profit.
On turnover, 35% of respondents said that delivery has a positive impact.
They reported 7% of turnover is derived from delivery orders, rising to 9% for London-based operators.
Despite this perception, 47% of food-led businesses report that they have a delivery agreement in place, rising to 82% in London.
Deliveroo is dominant, with 92% of these businesses using the delivery company, followed by 37% which use Uber Eats and 11% which use Just Eat.
Commission levels average at 24%, down from 27% in 2017.
“Our data this year reflects the sentiment we regularly hear expressed by clients and contacts grappling with the rapid pace of change in customer expectations,” says haysmacintyre hospitality sector partner Mark Shewring. “There’s no escaping the fact that consumers are increasingly looking for restaurant-quality food in the home, but that for restaurants the current delivery model is proving to be very challenging.
“It’s clear that for now, aggregators hold the whip hand, enabling them to set high commission rates whilst taking ownership of the customer for themselves as they hold and process customer data with no visibility for the restaurant. Furthermore, the operator faces pressure on the kitchen service to meet delivery demand, as well as disruption to the front of house operation with delivery drivers congregating in or outside the restaurant.
“Restaurants find themselves needing to consider carefully how best they can maximise the benefits of a delivery operation, build it into their strategic planning for new sites and select the best route to market.”