Consumers Blame Both Restaurant and Delivery App When an Error Occurs

A study from Zion & Zion found that millennials are quicker to co-blame the restaurant and delivery service compared to the older generation.

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If an error occurs during food delivery, consumers are quick to place blame on the restaurant or the food delivery app, according to a new study from Zion & Zion. 

The study found that there are significant brand implications for both restaurants and delivery apps. Nearly 61.7 percent of consumers co-blame the restaurant and delivery service when experience an issue. The highest amount of co-blaming (71.8 percent) comes when food is delivered at the wrong temperature

However, there are generational differences when it comes to co-blaming. Millennials (66.9 percent) tend to co-blame more than non-millennials (54.6 percent).