Is Contactless Delivery Here to Stay?

To adapt to the changing requirements and safety protocols of a world with COVID-19, restaurant operators and third-party delivery services began providing a safer way for customers to receive their orders: contactless delivery. Although it is yet another facet of the growing customer demand for convenient delivery options and an additional logistical challenge for operators to conquer, this method may have post-pandemic staying power.

Everything You Need to Know About Contactless Delivery

Contactless delivery is a simple concept, but it's important for operators and end users to understand the process before trying it out. Learn more about how it works and what to expect when implementing it below.

What is contactless delivery?

In a normal delivery, customers expect to engage in a short, face-to-face transaction when the driver knocks on the door. When a delivery is made without contact, drivers instead leave food in front of the door (sometimes placed on a cardboard pedestal or other device to raise it off the ground) and alert the customer to the delivery.

Contactless delivery is often done by knocking or ringing the bell and then stepping at least 6 feet back to ensure the delivery person is appropriately distanced from the customer when they open the door to retrieve their order. However, some companies may choose to incorporate a technologically based approach that requires the driver to send a picture of the order to a number provided by the customer.

Why has it become so popular?

During a pandemic, the possibility of viral spread turns the simple exchange of money and food into a potentially unsafe encounter. As masks and social distancing became recommended advice, chains led the way in offering contact-free solutions for food delivery that enable customers to enjoy delivered food without worrying about coming into close contact with someone who is not a part of their household. In a time with so much uncertainty, this small adjustment can offer a great deal of peace of mind to customers who are concerned about putting their families at risk.

How can I offer contactless delivery?

The exact processes used to offer contactless delivery vary, but we have some tips and recommendations to help ensure your customer experience is a smooth one.

• Offer online ordering. It's fast, accurate, and easily customizable, so now's a great time to make delivery orders more accessible to your customers if you haven't already invested in a system to offer an intuitive online ordering experience. With an integrated platform, customers can select the option for contactless delivery while being shown an infographic or written explanation of how their delivery will work.


• Create a standard procedure. Establishing documented protocols will make it easier to train your staff and identify flaws in your system if delivery delays or other issues arise. Consider what operational changes will need to be made. Do you want your employees to use the knock-and-step-back method? Should you incorporate proof-of-delivery images that are sent to customer phone numbers? Will you give drivers a cardboard pedestal to lift bags and boxes off the ground or use tamper-proof to-go bags so customers know their order hasn't been touched or exposed to anything since its assembly? Finally, what should employees do if the customer does not come out to collect their order?


• Let employees and customers know what to expect. In addition to making sure your employees are trained on any new processes implemented for contactless delivery, you should make that information available to customers. Giving customers a clear picture of each step of the delivery can remove any uncertainty they may have about trying an unfamiliar method.


• Don't accept cash payments. Cash transactions are impossible to carry out from a distance, and customers placing an order for contactless delivery will likely understand why you're asking them to pay with a card; you may still want to write out an explanation for the decision to apologize for any inconvenience. Removing cash payments from the equation will also help drivers speed up the delivery process since they won't have to worry about providing change.


• Prepare for longer delivery times. Even if everything goes according to plan, contactless delivery requires a few extra steps that will undoubtedly slow down some of your drivers' delivery times. Remember: Everyone is going to have to adjust to the new system, including your customers. To prevent dissatisfaction, consider padding your delivery estimations with a few extra minutes or provide a notice that contactless delivery may cause slight delays.

Will people want contactless delivery after the pandemic, too?

We can't predict the future – and we don't know when COVID-19 measures will stop impacting the industry. However, it's very possible that this delivery method will be a part of our restaurant repertoire for a while. Although the short- and long-term costs and logistics can be more easily shouldered by chains and third-party delivery services, customers might continue to expect this option once it has been incorporated into a business's delivery processes. In the post-pandemic world we're all eager to see, it will continue to be a safe option for immunocompromised individuals and others whose health can be gravely impacted by even the common cold.