Uber Eats launches report showing post-pandemic shift in Online Food Delivery

Aussie restaurants rode out the pandemic with innovative changes, and they’re not looking back.

Who would have thought that a global pandemic would change the way we view online food delivery? But here we are, in a post-pandemic world, and it's safe to say that there have been notable shifts in attitudes from Australian restaurant owners looking to negotiate the post-pandemic world. 

The report revealed that more than a third of restaurants introduced online ordering/third-party delivery, while other released new/limited/rotating menu items (36%), and/or adjusted operating schedule and employee roles (34%). We also know that 90% have maintained some or all of these measures.

“With 9 in 10 Aussie restaurant owners innovating and remodelling their business during lockdown, this report not only shows the monumental challenges that hospitality faced during this period – but it also shows their amazing ability to adapt. The problems resulting from COVID-19 may linger for years to come, but it’s quite clear the industry is committed to change and adopting new technologies to still stay profitable,” said Belinda Clarke, CEO, Restaurant and Catering Association.

Today 80% of restaurant owners in Australia are using online food delivery. Here are the key reasons owners are choosing to stay open for business: 

1. Drive demand (40%) - There has been a notable increase in the number of people using online food delivery services since the pandemic hit and restaurants are now using delivery as a channel to reach new customers and get more orders.
2. Address staffing shortages (40%) - One of the challenges that restaurants have faced during the pandemic is a shortage of staff. Restaurants are able to address this issue by using on Uber Eats to deliver their food.
3. Anticipated volume (41%) - Based on days of the week, and time of day, many restaurants are expecting a high volume of customers and need to be able to accommodate them. On days that aren't busy, owners turn to online food delivery to help them make up for the slack.
4. Weather conditions (42%) - This refers to how likely people are to walk-in or pick up their orders. When the weather is bad, people are less likely to want to leave their homes, as such, they are more likely to order food online and have them delivered.

The value of Online Food Delivery for consumers

Aussies are increasingly turning to delivery for a number of reasons - contactless delivery being the top reason, followed by the ability to order from a wider range of restaurants, the convenience of technology, and the loyalty programs on offer.

Restaurant owners who have turned to platforms like Uber Eats who helped unlock $889 million in additional value during a challenging 2021. With 8 in 10 of the surveyed restaurants using online food delivery services there’s been a notable shift towards retaining customers – with 27% identifying it as their biggest benefit from online food delivery. 

"The last two years have been incredibly challenging for restaurant owners and their staff. Despite pandemic restrictions easing, clear and present challenges remain for many small business operators. This report surfaces three recurring challenges for our partners - staff shortages, the impact of inflation on the costs of goods and a tourist trade that has yet to fully rebound. It’s encouraging to see that restaurant owners have retained an optimistic view and have increasingly embraced the role technology can play in their continued recovery," said Bec Nyst, General Manager, Uber Eats, ANZ.

Final thoughts

Dan Martin, Vice President, Head of Digital Partnerships Mastercard Australasia, said that the restaurant industry is well on the road to recovery. According to him, the report shows that retail sales are stabilising as consumers resume spending on passion areas and shared experiences.

The pandemic has also definitely changed the way we view delivery - and it's safe to say that many of these changes are here to stay. If you're a restaurant owner, now is the time to embrace delivery and offer your customers the convenience, contactless delivery, and peace of mind they crave. 

Read the full Uber Eats Pulse Check Report here.