How Real-Time Tracking Builds Customer Trust in Delivery Services?

Real-time tracking takes your experience with food delivery to another level of accuracy: from beginning to end, you'll receive messages on the details of your order, which keeps the customer informed. Because these apps have embedded GPS technology, they have allowed customers to track the order from the restaurant to their home, meaning the customer knows exactly where they are, and when their meal is arriving. Consumers appreciate this transparency because it reassures them about likely delivery times. 

For consumers, there is a degree of trust that is based on knowing the precise location of their delivery, as it provides valuable context. Knowing estimated arrival times also means that users can plan, which significantly reduces the frustration of waiting for a delivery. Additionally, real-time updates on their deliveries can assist restaurants in improving their delivery efficiency. They can analyse delivery patterns and timings, which would allow them to decrease the delivery time overall. Both of these functions can lead to greater customer loyalty as customers will be more likely to return to an app that delivers a service that is more reliable than their competitors.

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1. Better Transparency and Trust

One of the best things real-time tracking accomplishes is trust. When your customers can see exactly where their order is and when it will be arriving, they will feel more confident about your services. Customers will feel reassured that their food is on its way and will be able to plan to be home at the arrival time.

2. Better Delivery Times and Efficiency

Real-time tracking allows you to efficiently deliver orders. if your tracking system has route optimisation as well, it can guide delivery drivers to the fastest routes putting food in front of customers quicker. Managers and owners can also manage and monitor delivery in real-time, if they see in realtime that traffic is heavy, they can reroute drivers or give them a quicker route.

3. Decrease in Customer Complaints

A likely increase in customer satisfaction occurs when customers can follow the whereabouts of their order. Uncertainty about where food is and when it is coming can cause anxiety and frustration, leading to complaints. If the food is late, customers are kept informed in real-time to avoid any frustrations from waiting unexpectedly.

4. Real-time Communication between Customers & Drivers

Real-time tracking has enhanced communication features integrated into the application allowing customers to talk to the driver if necessary. For example, if the customer must clarify directions or mention a possible delay, the feature adds to the customer's satisfaction and lessens frustration.

Methods to integrate real-time tracking in your restaurant's delivery service

1. Utilize Delivery Platforms with Tracking Capabilities

Some delivery platforms like Schrood App already have tracking capabilities built in to let customers know the status of service and avoid having to create a tracking infrastructure from the ground up.

Tip - If you use a number of delivery platforms, you can aggregate all of their tracking functions to one dashboard with an aggregator. This way, deliveries can be tracked from multiple sources simultaneously, and your kitchen and staff are working from one portal to store, track, and deliver the service.

2. Use Branded Delivery Tracking Pages

To create a consistent brand experience for customers, consider incorporating a branded order tracking page on your website or app. These pages provide a simple user experience to track their order without ever leaving your website/app with the added bonus of another customer engagement opportunity.

Tip - If your restaurant uses its delivery fleet, you can also create an in-house system to track deliveries. You can track vehicles with GPS-enabled devices and integrate those vehicles with a real-time tracking dashboard on your website.

3. Utilise a POS and Delivery Integration System

The first step in incorporating real-time tracking into your restaurant’s delivery is selecting a point of Sale (POS) System that will allow you to integrate third-party delivery systems. Many ongoing POS systems have there on built-in delivery management and tracking functions. 

Tip - if you currently have an un-integrated POS system, explore middleware solutions that can connect different delivery platforms to your POS system and provide tracking capabilities.

4. Use Route Optimisation Software

Route optimisation software will provide a series of routes for your delivery drivers, allowing them to find the most efficient delivery to the customer. Most route optimisation software will integrate with the real-time tracking system so that the drivers can have the most efficient route to the customer, saving time and fuel.

Tip - Opportunely, the expense of a route optimisation tool will be recouped by reducing the time and cost of your deliveries, particularly in peak hours or areas with high traffic.

These are some potential challenges relating to real-time tracking integration

Real-time tracking offers a lot of upside, but there can be some challenges:

1. Compatibility of Systems - Integrating multiple systems may be a technical challenge, and not all systems will work together as they are not compatible.

2. Accuracy with Location Data - GPS accuracy can vary in different regions in the world, meaning that depending on the region you are real-time location tracking may not be as accurate and in some cases, result in delayed delivery times.

3. Customer privacy - Real-time tracking requires you to handle sensitive customer location data in your systems. Make sure you are using a tracking system that adheres to data privacy laws.

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Conclusion

Real-time tracking gives your business a unique opportunity to evolve and develop operations that customers love. Whether using a set of integrated areas within a POS system or delivery platform, or route optimisation, the important thing is that everything is integrated, working together to deliver food timely, accurately and with as much visibility for the customer as possible.