6 Key Pizza Trends from the 2025 Pizza DELCO Report

Once upon a time, pizza ruled delivery. Back in the 1950s, a small family shop in Los Angeles started offering free delivery, setting the stage for what would become a game-changer in food service. By the early ’90s, Pizza Hut made history by selling the first-ever product over the internet: pepperoni and mushroom pizza.

Fast forward to today, and the pizza industry is evolving faster than ever. Competition is no longer just between pizzerias as C-stores gain ground and third-party services reshape food delivery trends. With so many variables at play, what’s driving the future of pizza in 2025? What are the success factors that set the top brands apart?

The 2025 Pizza DELCO Report reveals six key trends that are shaping delivery and carryout experiences across the pizza industry. While the study evaluates both delivery and carryout, C-store performance was analyzed specifically in the carryout category, highlighting how they compared to large and mid-sized pizza chains in this space.

For all segments and categories, orders were placed directly with the brands, online via website or app, or over the phone, and no orders were placed with third-party delivery services.

Here’s what every QSR operator and pizza brand needs to know.

1. Speed Still Wins, and Large Chains Lead the Pack

They say that when in doubt, pizza is always the safest bet—quick, easy, and always satisfying. What could go wrong? When people order pizza, they expect it fast and fresh. A long wait can turn anticipation into frustration, while a smooth experience keeps them coming back.

Our study found that carryout orders outperformed delivery in customer satisfaction for speed of service. While delivery is convenient, there’s still room to improve order fulfillment times. Among operators, large pizza chains set the speed standard, earning 83% satisfaction across carryout and delivery. Mid-sized pizzerias thrived in carryout, with Hungry Howie’s at 97% and Jet’s Pizza at 90%. C-stores lagged behind, averaging 20 minutes and 2 seconds for carryout, highlighting room for improvement compared to top pizza chains.

Who’s Winning in Delivery Speed?

• Large pizza chains continue to lead in delivery performance. Who ranks first? Download the full report to find out.
• In-house delivery orders arrived 2 minutes and 38 seconds faster than those handled by third-party services. 

So, what is the ideal speed cutoff for delivery satisfaction? The pizza delivery statistics suggests an average of 30 minutes and 32 seconds. 

From our previous work with Heritage Group: With Intouch we can focus on the customer experience and build operational standards that are important to our organization.  
- Glen Brandeburg, President and Operating Partner, Heritage Partners Group—Operator of 39 Papa John's Restaurants in Colorado.

2. Food Temperature is the Make-or-Break Factor in Satisfaction

A pizza’s flavor, texture, and overall experience all start with one thing—temperature. Customers expect every slice to be hot and fresh, and when it isn’t, their satisfaction takes a hit. The data makes it clear: food temperature plays a major role in customer retention, influencing whether customers enjoy their meal or start looking for alternatives.

While pizza chains have focused on oven-fresh temperatures, C-stores have exceeded expectations, achieving a perfect 100% food temperature rating, slightly edging out pizza chains at 98%. Though the difference is small, the pizza trends shows C-stores are increasingly meeting customer expectations in a space once dominated by pizza restaurants.

Who’s Winning in Food Temperature?

• C-stores led in carryout food temperature ratings stamping their mark on the competition.
• Larger pizza chains maintained food temperature ratings 15% higher than mid-sized competitors.  
• Some popular mid-sized pizzerias struggled with food temperature ratings falling below 70%. Which mid-sized chains stood strong against the goliaths? Download the study to find out!

3. Order Accuracy is Highest When Handled by Employees

Few things are more frustrating than opening a pizza box to find the wrong order. Whether it’s unexpected toppings, the wrong size, or a missing extra cheese add-on, order accuracy is a fundamental part of delivering a seamless and satisfying meal.

The study found that employee-handled phone orders had a 97% accuracy rate, fully automated orders were 88%, and partially automated calls, where customers began with automation before speaking to a person, was 92%. Both large and mid-sized pizza chains saw higher accuracy with human oversight. Meanwhile, C-stores had the lowest accuracy ratings, which may be influenced by process variations in order handling and fulfillment.

Who’s Winning in Order Accuracy?

• Employee-handled orders continue to lead in accuracy, outperforming even partially automated systems where automation initiates the process before employee finalization.
• Large pizza chains led in carryout order accuracy, averaging 97%, followed by mid-sized chains at 94% and C-stores at 88%, reinforcing the advantage of well-established operational processes. Explore the pizza trends further to see how each brand performed in this area.
  
  

Also Read: How to Interpret Mystery Shopping Scoring for Brand Improvements. 

4. Getting Delivery Right

Delivery isn’t just a service—it’s a strategy. While in-house delivery consistently ranks high in customer satisfaction, third-party services provide valuable flexibility and reach. The question is: who’s executing it best?

For the delivery segment of our study, we asked shoppers to identify observable characteristics to determine if the delivery driver worked for the pizza brand itself or a third party. It’s important to remember that while all orders in this study were placed with the brand directly, in some cases, the fulfillment of the delivery is being outsourced.

Data shows that orders fulfilled by in-house drivers had a 19% higher satisfaction rating than those handled exclusively by third-party delivery. However, many leading brands are proving that third-party delivery can be effectively integrated without sacrificing food quality.

One of the most important factors in successful delivery execution is food temperature. The study found that brands that were never observed to use third-party services had an average food temperature score of 98%, those that occasionally used third-party delivery averaged 91%, while those that frequently relied on third-party partners to fulfill their delivery orders had a 76% temperature rating. 

Winning Delivery Strategies in the Pizza Industry

• Some of the brands use a hybrid approach, combining in-house drivers in core markets with third-party delivery being leveraged in select areas. Conversely, some mid-sized pizzerias rely more heavily on third-party delivery, attaining greater accessibility to their customers. Read the study for more on third-party delivery fulfillment partners.

Ready to explore all the insights? Download the report now, or keep reading for the key pizza trends!

Read More: Third-party Delivery Report with insights on the best delivery strategies by leading brands.

5. C-Stores Are Making a Mark in the Carryout Pizza Market

When it comes to carryout pizza trends, C-stores are no longer just an afterthought—they are proving to be real competitors. While pizza chains have long dominated the space, new data shows that C-stores are making significant gains in customer satisfaction and food quality perception.

The 2025 Pizza DELCO Report evaluated C-stores exclusively on carryout performance, revealing that their ability to provide quick, warm, and accessible pizza is resonating with customers. Last year, C-stores sold nearly 200 million servings of pizza, demonstrating the increasing demand for grab-and-go options that don’t sacrifice quality. To stand out, pizza brands may need to lean into differentiation—offering higher-quality ingredients, unique menu options, and a strong brand identity to stay ahead as C-stores refine their pizza game.

Who’s Winning in Carryout?

• C-stores are no longer just about speed. They are now competing with traditional pizzerias on taste and quality. But how far ahead are they?  Find out for yourself!  

6. Friendliness Makes a Lasting Impact on the QSR Experience

Positive customer interactions, whether in-store, over the phone, or during delivery, play a crucial role in shaping the overall experience. Small gestures like smiling, acknowledging customers, and offering a warm greeting can significantly boost satisfaction, create a welcoming atmosphere

Our study found that friendly pickup employees boosted satisfaction by 73%, highlighting the power of positive interactions. Attentive staff made carryout friendliness 78% higher, showing how engagement shapes customer perception. For delivery, drivers who smiled and engaged in conversation earned 67% higher friendliness scores. For QSRs, discovering how to improve guest experience with data is crucial, and with the right insights, the possibilities are endless.

Who’s Winning in Friendliness?

• Mid-sized pizza chains outperformed large chains in overall friendliness and attentiveness, particularly during in-store interactions.
• Customers rated mid-size brands higher in staff engagement and service warmth, suggesting smaller chains may offer more personalized interactions.

One large pizza chain was rated only 59% for its in-store friendliness. Want to know which one? Download the 2025 Pizza DELCO Study to find out! 

From our previous work with Marco's Pizza: The data we’ve gained through Intouch has opened up conversations and helped us achieve a five-star guest experience across our stores.  
- Mike Fox, Director of Operations, Authentic Pizza of Florida Marco’s Pizza Area Representative.

Final Slice: How Will Your Brand Keep Up? 

The pizza trends from our latest Pizza DELCO Study shows just how much the pizza delivery and carryout landscape is evolving. Traditional pizza chains and C-stores are going head-to-head, each refining their strategies to meet rising customer expectations. Success in 2025 will come down to finding the right balance. The brands that optimize delivery, create better customer experiences, and integrate automation without losing the human touch will be the ones that stand out.

Delivery and carryout are evolving fast—are you keeping up? Get the insights to stay ahead.