Why do so many customers still open DoorDash or Uber Eats instead of ordering directly from a restaurant’s website?
To understand guest behavior, we collected survey data from diners who regularly order takeout and delivery. The results reveal exactly what keeps customers on third-party platforms—and what restaurants can do to win them back.
Key takeaways
- 42% of guests reorder from restaurants they already know using third-party delivery apps—out of habit, not discovery.
- 63% say lower prices or special offers motivate them to order directly from restaurants.
- 34% say the #1 reason they avoid ordering direct is that delivery isn’t available.
- 50% are more likely to order direct if they can save their payment information and past orders.
- 48% would choose pickup instead of paying third-party delivery fees.
- Most guest frustrations with direct ordering can be fixed with the right technology and experience.
Takeaway #1: 42% of guests use 3P apps mostly to reorder from restaurants they already know
📊 What the data says
- 42% of guests use 3P apps primarily to reorder from restaurants they’ve already tried.
- Only 11% use the apps to find new restaurants.
🎯 Why it matters
Most guests aren’t browsing 3P apps like a food marketplace—they’re relying on them as a frictionless reordering tool.
This is good news for restaurants, because it means:
- These guests already like your food.
- They already trust your brand.
- They’re not loyal to DoorDash—they’re loyal to convenience.
That means restaurants can capture these repeat orders if the direct-ordering experience is just as easy—or easier—than the third-party experience.
With RAY, restaurants can:
- Enable fast reordering through saved orders and guest accounts
- Use loyalty incentives to pull guests back into direct channels
- Send personalized recommendations through the AI agent
Convenience is the battleground, and restaurants can absolutely win it.
Takeaway #2: Guests will switch for lower prices and special offers
📊 What the data says
- 63% of guests say lower prices or transparent pricing motivates them to order direct.
- 43% believe third-party apps inflate menu prices.
🎯 Why it matters
Guests already know that 3P apps are more expensive—and they feel the difference.
Restaurants can take advantage of this by clearly communicating direct-order benefits:
- “Order on our website and save.”
- “No hidden fees.”
- “Pickup discount for large orders.”
- “Free delivery when ordering direct.”
Price signaling doesn’t need to be aggressive—it simply needs to be visible.
Inside RAY, restaurants can automatically highlight direct savings, schedule discounts, and show pickup incentives on the website and AI ordering agent. This shifts guest behavior without changing the menu or running costly marketing campaigns.
Takeaway #3: The biggest barrier to direct orders is lack of delivery
📊 What the data says
- 34% say they avoid ordering direct because delivery isn’t available.
- 31% say slow or hard-to-use websites push them back to 3P apps.
- 21% say a lack of tracking or arrival estimates makes them hesitant to order direct.
🎯 Why it matters
Delivery apps have set a high standard: instant ETAs, smooth checkouts, and seamless tracking. If the direct channel feels uncertain or outdated, guests immediately switch back.
Restaurants can solve this by:
- Offering delivery through local providers
- Displaying real-time ETAs
- Providing order updates through SMS or WhatsApp
- Ensuring the website is mobile-optimized and fast
RAY handles this by integrating directly with delivery partners and offering real-time updates through the website and WhatsApp agent—giving guests the transparency they expect.
Takeaway #4: 50% of guests are more likely to order direct if they can save payment details and past orders
📊 What the data says
- 50% want to store payment details for one-click checkout.
- 71% would import their 3P app info if it were possible.
🎯 Why it matters
The fastest checkout usually wins.
Many guests stick with third-party apps simply because their payment info is already saved and checkout takes just a few taps.
By enabling:
- saved payment info,
- order history,
- account-based reordering,
- and personalized suggestions…
…restaurants can remove the biggest remaining advantage 3P apps have.
RAY gives guests this convenience on the website and inside the AI ordering chat—making direct ordering feel familiar and effortless.
Takeaway #5: Nearly half of guests would pick up their order instead of paying 3P fees
📊 What the data says
- 48% say they would choose pickup if it meant saving money.
- 56% prefer a discount on orders over $50 when ordering direct.
🎯 Why it matters
Pickup is one of the highest-margin order types for restaurants—and guests are open to it if the savings are meaningful.
Restaurants can use pickup incentives to shift behavior:
- “Pickup & save 10%”
- “$5 off orders over $50 when you pick up”
- “Pickup loyalty bonus points”
With RAY, restaurants can automatically promote pickup incentives across the website, Google Business Profile, and WhatsApp/Instagram agents—turning pickup into a proven revenue driver.
How restaurants can win back guests from third-party apps
Guests choose 3P apps out of habit, not loyalty. The good news is that almost all the reasons they stay on these platforms can be solved with the right direct-ordering strategy.
Here’s what works:
- Make direct ordering fast, modern, and mobile-friendly
- Show delivery estimates and real-time tracking
- Let guests save payment details and reorder instantly
- Offer clear savings on direct and pickup orders
- Use AI agents to answer questions and reduce drop-offs
See how your restaurant’s website stacks up against local competitors
