Pizza Trends: The Impact of Third-Party Delivery

Pizza delivery has come a long way from a simple phone call and a 30-minute wait. Today, customers expect speed, accuracy, and a hot, fresh pizza every single time. But with third-party drivers now handling a significant share of deliveries, how does that impact customer satisfaction and brand loyalty?

The 2025 Pizza DELCO Study set out to answer this question, analyzing how different delivery models stack up. Unlike studies focused on ordering apps like Uber Eats, DoorDash, and Grubhub, this research looked strictly at who fulfilled the delivery after an order was placed directly through the pizza brand.

With customer expectations evolving and competition heating up, brands need to understand how third-party delivery is shaping the whole QSR experience. Our latest study uncovers the key pizza trends that impact customer satisfaction in the pizza industry. 

Explore all six key takeaways from our Pizza DELCO study here: Key Pizza Trends.

What the Data Says About the Pizza Delivery Experience

1. Late Deliveries Caused a 22% Drop in Satisfaction Scores

Timing is Everything. A few extra minutes in delivery time can be the difference between a happy customer and a bad review. So, how long is too long in the fast-moving world of pizza trends? 

Our study found that:

• When delivery times exceeded 40 minutes, satisfaction began to drop. Dissatisfied customers averaged wait times of 54 minutes and 32 seconds.

So, what’s the sweet spot for pizza delivery timing? Download the study to find out. 

2. Warm Pizzas Boost Satisfaction Ratings by 58%

When your customer has been waiting eagerly to dig into a delicious pizza, nothing ruins the experience faster than a cold slice that was supposed to be warm and fresh.

Insights from the report show:

• Food temperature ratings were 15% lower when delivered by third-party drivers compared to restaurant-employed staff.
• Large pizzerias maintained food temperature better, scoring 95%, while mid-sized chains averaged 80%.

Keeping pizzas hot is a shared responsibility between brands and their delivery partners. What’s the key to ensuring every order arrives fresh?

Grab our Third-Party Delivery Report for more on how these services provide solutions to maintain food temperature.

3. Shoppers rated their experience 19% higher when a restaurant-employed driver delivered orders.

Every interaction shapes the customer's overall satisfaction from the moment an order is placed to when it’s delivered. Order accuracy and driver friendliness play a big role, but when third-party delivery is involved, brands have less control over these key moments—yet customers still associate the entire experience with the brand itself.

Pizza statistics show that:

• Overall satisfaction was 21% higher for customers ordering from pizza chains that were never observed to use third-party delivery over those that frequently used these services. 

Every detail, from a well-executed order to a friendly driver handoff, impacts customer perception. Want to see how these pizza trends impact your brand? Download the 2025 Pizza DELCO Study.

The Customer Experience Considerations for Third-Party Pizza Delivery

Brand Presence in Third-Party Delivery

When customers receive a pizza, their only interaction is with the delivery driver, not the restaurant’s own staff. This makes the handoff experience a critical moment in shaping their perception of the brand.

The study found that mid-sized pizza chains rely more on third-party drivers, making consistency in service and professionalism a vital consideration. While driver friendliness can enhance the experience, it varies depending on who delivers the order. 

To maintain customer satisfaction, ensuring food quality, accuracy, and a professional handoff is essential—even when delivery is outsourced.

Customer Interaction Variability

Pizza is personal, and great service is a big part of the QSR experience. However, when third-party drivers handle deliveries, service levels can vary. 

Unlike restaurant staff, third-party drivers operate independently and are not trained in specific brand service standards, which can lead to differences in customer interactions. The study found that delivery driver friendliness was 67% higher when drivers smiled, proving that a simple, positive interaction leaves a lasting impact. However, a rushed or unfriendly handoff can displease customers, even if the pizza is perfect.

Large pizza chains face a different challenge—maintaining a uniform experience across multiple locations. With deliveries handled by various contract drivers, ensuring consistent service quality becomes more difficult, as drivers may not have direct brand loyalty.

More on this in our Pizza DELCO Study. Download now for the full insight!

Speed of Delivery

The longer it takes, the more customers wonder if their food will still be hot, or if they should have ordered from elsewhere. Our report found that overall satisfaction was 64% higher when customers were happy with delivery speed. It also showed that satisfied customers received their orders 13 minutes and 11 seconds faster than dissatisfied customers. The time gap reveals how much pizzerias must refine their delivery operations to reach the satisfaction threshold.

Meanwhile, orders handled by restaurant-employed drivers arrived 2 minutes and 38 seconds faster than those fulfilled by third-party drivers. While every delivery option has its perks, this reinforces the importance of efficiency in any delivery model to keep customers happy. As pizza trends evolve, delivery efficiency remains a top priority for customer satisfaction.

Read More on KPIs for Online Food Delivery and Evaluating Your Delivery Partner.

Using Customer Insights to Perfect Delivery Operations

Mystery Shopping: Gaining an Insider's Perspective

To truly understand the customer experience, seeing your service through their eyes is essential. Mystery shopping provides brands with firsthand insights, helping them fine-tune their service at every step.

It allows brands to:

• Evaluate delivery timeliness: Assess whether orders arrive within the promised time frames, a critical factor in customer satisfaction.
• Monitor food quality upon arrival: Ensure that pizzas maintain their expected temperature and presentation during transit.
• Assess driver professionalism: Observe the demeanor and professionalism of delivery personnel, reflecting directly on your brand's image.

With mystery shopping programs, brands can uncover hidden gaps in their delivery operations and provide customers with a more satisfying overall experience. Explore how you can utilize mystery shopping services for your business operations.  

Survey Tools: Turning Customer Feedback into Delivery Success

Understanding how customers truly experience delivery is key to making meaningful improvements that matter. Real-time feedback helps brands identify what’s working, what’s not, and where adjustments can enhance the customer journey.

Customer survey tools can provide direct insights into:

• Order accuracy: Identifying discrepancies between orders placed and orders received.
• Delivery speed satisfaction: Measuring customer contentment with the promptness of their deliveries.
• Overall experience: Gauging satisfaction levels concerning the entire delivery process, from ordering to receipt.
• Collect real-time feedback: Brands can track satisfaction trends across locations, delivery channels, and order types.

A quick response to a negative experience can mean the difference between losing a customer or winning them back. Sometimes, a micro-moment in the delivery process can shift the entire experience in your favor. With a powerful survey tool, turning feedback into better delivery outcomes becomes effortless.

The Future of Pizza Delivery

Third-party delivery isn’t an all-or-nothing decision. The most innovative brands use it strategically while leveraging the flexibility it provides. The fastest, most accurate, and customer-focused brands are the ones that stand the test of time. Pizza chains and other QSRs must consistently evaluate and refine their delivery operations to provide this.

At the end of the day, the best pizza brands don’t just deliver pizza. They deliver the moments people crave, the reliability they trust, and the experience that keeps them coming back for more. 

Grab a whole slice of insights from our 2025 Pizza DELCO Study!