Digital CX Defined: Food & Beverage

Are you keeping pace with your competitors?

Consumer are shifting away from third-party delivery apps, instead opting to order click & collect direct from their favourite brands. If you’re not optimising your digital customer experience to offer a seamless ordering experience, you risk losing customers to those that are.

At Inviqa, we benchmarked 20 leading UK and international Food & Beverage brands to uncover who's ahead in delivering an outstanding digital CX and where others are falling behind.

The results show that while some brands are serving up an exceptional experience, others are making costly mistakes that could be losing them business.

Here's what we uncovered:

• Your competitors are already investing in digital CX with brands like Nando’s, GBK, and YO! Sushi leading the way with seamless digital ordering journeys

• While loyalty schemes drive repeat purchases, 30% of brands are failing to promote them effectively on their website

• Some brands are making ordering harder than it needs to be, forcing customers to create an account or download an app before checkout, introducing unnecessary barriers to order completion

The key takeaway: If you want to compete and drive more direct sales, you need a seamless digital experience.

This means:

• Intuitive website navigation

• Hassle-free online ordering

• Strong incentives to order direct

Download the full report now to see the full results from our research and find out how to ensure you’re staying ahead of the competition.

And as we've put your competitors to the test, now it's your turn. If you'd like to have your F&B brand's website assessed to see how it's performing, get in touch.

Brands benchmarked for this research are:

All Bar One, Black Sheep Coffee, Burger King, Caffé Nero, Costa, GBK, GAIL’s, Greggs, KFC, Leon, Marugame Udon, McDonald's, Nando’s, Pizza Express, Slug & Lettuce, Subway, Tortilla, Wagamama, YO!Sushi, and Zizzi.