Tracking Delivery Provider Performance Across Fast Food Outlets
RONIN partnered with global delivery platform Just Eat to understand satisfaction, expectations, and partnership trends among fast food outlet managers. Designed as an ongoing tracking programme, the study provides continuous visibility into how delivery providers are performing across international markets, helping the client monitor change in a fast-moving category.
- 500 interviews per month
- 10+ Markets covered
- 12-month Tracking programme
Objectives
- Track delivery provider performance and perception over time
- Compare pricing, service levels, and satisfaction
- Understand switching behaviour and future partnership intent
- Capture differences across independent outlets, franchise operators, and large chains
Methodology
This study used a flexible quantitative approach designed to maximise participation and maintain consistency over time. CATI was the primary method, with respondents who declined phone participation redirected into an online self-completion survey. Interview length was optimised for each mode, with 11-minute phone interviews and 8-minute online surveys. With around 500 interviews completed each month and a quarterly recontact strategy in place, the programme delivered both scale and longitudinal consistency.
Sample & Coverage
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3
Outlet types
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11-minute
Phone interviews
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8-minute
Online surveys
The study covered a broad mix of fast food outlet types, including independent outlets, franchise operators, and large chains. This allowed the client to compare delivery expectations, provider performance, and partnership dynamics across different business models within the category.
Challenge
The study required maintaining a high-frequency tracking programme across multiple international markets while engaging a commercially busy outlet audience. Preserving response rates and consistency over time meant the methodology needed to be flexible enough to support participation without compromising comparability across waves.
How RONIN approached it
RONIN designed a mixed-method fieldwork model that combined CATI as the anchor methodology with online self-completion as a back-up route for respondents unwilling to complete by phone. This approach helped protect monthly volume, improve completion rates, and maintain a robust tracking dataset across markets. The inclusion of quarterly recontact also strengthened continuity and trend visibility over time.
Results
RONIN delivered a clear and ongoing view of service performance, pricing structures, and future partnership trends across a diverse mix of fast food outlets. By building a consistent, high-frequency dataset, the study enabled the client to monitor provider performance across markets, identify early signals of change, benchmark partners more effectively, and make faster commercial decisions.
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