The report said 88% consumers want the Government to implement stringent packaging standards on deliveries by restaurants directly or via aggregators, and that 90% consumers want best-before dates and time declarations for all items listed.
National regulator Food Safety and Standard Authority of India (FSSAI) has prohibited use of recycled plastic in packaging, and also directed that the packaging materials must comply with specified standards. However, the report cited consumers stating that some aggregators or outlets did not comply with packaging standards.
A majority of consumers, or 60%, rated the last mile delivery workforce as good or excellent. Online ordering surged amid pandemic-induced lockdowns as consumers stayed indoors, and malls and restaurants were shut or operating within stringent operating curbs. However, with increase in demand, consumer grievances also increased, the report said.
“Restaurants and aggregators will have to find a way to deliver information the consumer wants, better grievance redressal, well-packaged food and compensate the gig delivery workforce better, as well as ensure that the service stays affordable even for small-ticket orders of Rs 200 or less,” the report said.
It cited several reports suggesting the average customer service didn’t involve provisions for refunds or credit, adding that the most consumers can do is rate the restaurant poorly on the particular food aggregator platform.
According to the report, quality of food followed by high fees and surcharges are top concerns that consumers flagged with aggregator apps and sites.