Cold, Late, Overpriced: The Truth About Game Day Food Delivery

Martechvibe

07-02-2025

The primary reason consumers opt for delivery is convenience—42% of respondents prefer to focus on watching the game or socialising rather than preparing food. Staff Writer 10 hours ago
As the Big Game approaches on Sunday, February 9, millions of Americans are gearing up to enjoy the event with food delivery.
According to Chatmeter's 2025 Restaurant Delivery & Reputation report, more than one-third (36%) of Americans plan to order food for the occasion, with 37% intending to spend more than they did in 2024.
However, despite the growing demand for convenience for food delivery, many consumers are opting for pick-up or home-cooked meals due to ongoing frustrations with the delivery experience.
Chatmeter, a provider of multi-location customer intelligence, leveraged its generative AI platform, Pulse Ai: Signals, to analyse over two million customer reviews. The findings reveal key pain points that drive consumer hesitation toward food delivery services: high fees, frequent delivery delays, incorrect orders, and subpar customer service.
These persistent issues have made consumers more cautious about relying on third-party delivery apps and have reinforced the importance of restaurant brands maintaining control over their customer experience. The Hidden Costs of Third-Party Food Delivery Services
'Americans love the convenience of delivery, but restaurants that fully hand over the experience to third-party apps without a strategic approach put their reputation at risk,' said John Mazur, CEO of Chatmeter.
'Customers still associate the experience with your brand, whether it's a smooth process or a frustrating one. On such a pivotal weekend for restaurant delivery, decisions around promotions, menus, pricing, and operations should be guided by comprehensive customer intelligence.'
The report underscores the growing consumer awareness of issues with third-party delivery services. Customers are increasingly frustrated with expensive service fees, inflated menu prices, and tipping expectations, all of which contribute to their decision to forgo delivery. In fact, 55% of surveyed consumers cited high fees as the top reason for skipping food delivery, followed by long estimated wait times (43%), concerns about cold food (41%), and higher delivery menu prices compared to in-restaurant dining (39%). Additionally, negative experiences with delivery drivers (22%) and tipping concerns (20%) further discourage reliance on these services. Why Consumers Still Opt for Delivery on Game Day
Despite these frustrations, many Americans still see food delivery as an essential part of their Big Game plans. The primary reason consumers opt for delivery is convenience—42% of respondents prefer to focus on watching the game or socialising rather than preparing food. Additionally, 35% of consumers plan to take advantage of discounts offered through popular delivery apps such as DoorDash, GrubHub, and Uber Eats.
However, the convenience factor comes with trade-offs. The report highlights that 50% of consumers have experienced late deliveries, and the same percentage reported receiving cold food. More than two in five consumers (44%) encountered missing items in their orders, often leading to additional frustration when trying to reach customer service. Many customers described interactions with support representatives as dismissive or unhelpful, compounding their dissatisfaction. In total, more than half of all delivery-related reviews analysed by Chatmeter's AI were classified as either negative (46%) or mixed (6%) in sentiment.
The Best and Worst Foods for Delivery
Chatmeter's analysis also identified the types of foods that are most and least suitable for delivery based on customer sentiment and reviews. Top Delivery Menu Items: Pizza
Wings
Sandwiches/subs
Burgers
Tacos
These items tend to hold up well in transit, maintaining their temperature, texture, and overall quality, making them reliable options for food delivery services. Worst Delivery Menu Items: Seafood
Ice cream
Steak
French fries
These items, on the other hand, are more likely to suffer in quality due to issues like temperature sensitivity, sogginess, or changes in texture during transport. Conclusion: The Future of Food Delivery for Restaurants
As food delivery continues to play a crucial role in how consumers experience major events like the Big Game, restaurants must take a proactive approach to customer satisfaction. Rather than relying solely on third-party platforms, brands should use data-driven insights to refine their delivery strategies, improve food quality, and enhance customer service. By addressing the common pain points identified in Chatmeter's 2025 report, restaurants can strengthen customer loyalty and ensure a seamless experience that keeps consumers coming back—whether for game day or everyday dining.
ALSO READ: Marketer Priorities for 2025
The Martechvibe team works with a staff of in-house writers and industry experts.
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Salesforce Experience Cloud is a platform that helps enterprises link clients, partners, and employees to securely exchange information and documents. Built on its Customer 360 platform, Salesforce's DXP ensures seamless integration with any solution in the Salesforce ecosystem.
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Oracle Cloud offers a comprehensive suite of platform-based marketing automation solutions for personalised B2B and B2C automation campaigns. Some of its featured products are Eloqua Marketing Automation, CrowdTwist Loyalty and Engagement, and Unity Customer Data Platform.
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Optimizely is a digital experience platform (DXP) provider that offers Optimizely One, an easy-to-use and fully integrated suite. It provides a single, unified workflow with thoughtfully embedded AI and machine-learning algorithms, accelerating work across the entire marketing lifecycle.
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OpenText offers a cloud-native, scalable platform for enterprises to streamline their marketing functions. It provides fully composable content management, digital asset management, creative workflows, personalisation, targeting and customer data technologies in one place, ensuring a holistic approach to B2B, B2E and B2C experiences.
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Neptune DXP is a PaaS(Platform-as-a-Service) provider, helping marketing teams build custom apps based on modular, reusable application building blocks. The company offers flexible environments to businesses across different verticals, further providing personalised digital solutions at scale.
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Magnolia is a composable DXP that comes with no-code connector packs and low-code micro-frameworks for third-party integrations. It also offers an open-source version alongside its commercial plans enabling enterprises to build tailored use cases.
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Liferay DXP helps marketers deliver personalised and connected digital experiences across a broad range of channels, including customer portals, websites, intranets, mobile apps, and connected devices. It offers intuitive CMS, user analytics, and site management tools that businesses need to launch, test and optimise digital experiences for faster go-to-market.
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Powered by IBM Consulting, IBM iX offers a composable DXP, providing a comprehensive solution to make enterprises' systems future-ready. Utilising its data-driven insights and intelligent workflows, marketers can design and deliver human-centred experiences across the customer lifecycle.
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HCL Digital Experience (DX), forms part of a wider HCL Customer Experience (CX) product portfolio, offering core capabilities such as content management, DAM, CDP called Signals, and low-code application development. It provides services in government, life sciences, insurance, financial services, and other verticals.
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Contentstack is a headless CMS and Composable Digital Experience Platform (DXP) solution provider that helps marketers gain a competitive edge. It recently launched into Google Cloud Marketplace, and is also available on Microsoft Azure and AWS. It seamlessly enables mid-market brands to adopt its omnichannel campaign engine to drive higher conversions and sales.
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Bloomreach Commerce Experience Cloud provides businesses an edge with its modular capabilities: Content Management System (CMS), Discovery features for search and merchandising optimisation, and Engagement tools such as Customer Data Platforms (CDP) for personalisation and analytics.
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Adobe Experience Cloud offers a comprehensive set of services specifically designed to address the day-to-day requirements for personalised customer experience at scale. Its platform helps manage different digital content and assets to improve customer satisfaction. Some of its products include Adobe Gen Studio, Experience Manager Sites, Real-time CDP, and Marketo Engage.
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Acquia offers DXP solutions, comprising of two main elements: Acquia Drupal Cloud and Acquia Marketing Cloud. It can be accessed in both platform-as-a-service (PaaS) and software-as-a-service (SaaS) with additional components such as Site Factory for multisite management, digital asset management (DAM), CDP, personalisation, and Campaign Studio.
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