Third-party delivery (3PD) services play a critical role in bringing delicious meals from restaurants into the hungry hands...er, mouths...of customers. And with 31% of American consumers using third-party food delivery services at least twice a week, according to a comprehensive study done by Deliverect, that's a lot of customers -- and restaurants -- relying on 3PD drivers to deliver their favorite meals to them fast and without incident.

But many drivers making these deliveries experience significant headaches during order pickup that make their jobs harder -- issues like long waits, confusing pickup processes and crowded lobbies. Not only do these delays and inefficiencies slow drivers down and reduce their ability to perform their jobs well, but they ultimately affect the diner's experience, leading to late deliveries, which, in turn, may mean a cold or less fresh meal -- and an overall poor customer experience.

By listening to 3PD drivers to learn how automated order pickup solutions, like smart lockers, can improve the delivery process for all parties involved -- drivers, diners and operators alike -- restaurants can better understand these problems and how to combat them.

Drivers & smart lockers: Familiarity, frustrations and satisfied customers

So, just how familiar are drivers with automated pickup solutions like smart lockers?

Even though pickup lockers have been around for almost a decade -- emerging originally in the logistics and retail sector -- many drivers in the food delivery space have had limited exposure to the technology.

But those who have used them report significant benefits. In fact, according to a survey conducted by Apex Order Pickup Solutions, in partnership with Gridwise, roughly 85% of 3PD drivers said they would actively seek out restaurants that use smart lockers. And the majority of those respondents cited a much better overall experience picking up from a locker versus traditional order pickups.

This presents a huge opportunity for automated pickup solutions. Not only do smart lockers simplify the order pickup process for the delivery drivers, they also increase customer satisfaction. When drivers can pick up orders quickly and without confusion, deliveries arrive faster, and faster deliveries mean those customers get their food while it's still fresh and hot. Also, smoother, more reliable pickups reduce errors, supporting an overall positive customer experience.

What are the biggest driver frustrations?

Apex's survey uncovered several key challenges for drivers, including orders not being ready on time, missing orders and waiting for staff to hand over orders causing the most frustration. These issues waste drivers' time and reduce their earnings, while also making those high-traffic restaurants less appealing to pick up from.

But it's bigger than that.

Driver frustrations like late orders, missing items or delays in pickup directly affect the customer. Slow order pickups often result in meals arriving cold and behind schedule, making for a disappointing dining experience. And when one driver has to wait to pick up an order, that can cause a ripple effect for other drivers, causing delays in deliveries to those customers down the line, all of which can lead to a decrease in diner and driver satisfaction and increase the potential for negative reviews or lost business.

How automated pickup solutions solve these issues

The drivers who reported having experience using smart food lockers noted several advantages that made their jobs faster and easier:

In fact, drivers indicated that using smart lockers saved them two to five minutes per order compared to traditional methods. For customers, faster and smoother deliveries mean hotter, fresher meals arriving at their doorsteps. So, by reducing delays and errors, smart lockers help ensure that diners get the high-quality experience they expect, which can lead to increased customer satisfaction and loyalty.

What does this mean for restaurants? In a word: More.

As third-party delivery continues to grow, understanding the drivers' experiences is critical. Restaurants that incorporate automated pickup solutions like smart food lockers can streamline order pickups, reduce chaotic lobby congestion and provide faster, more reliable deliveries.

And by making the order pickup process driver-friendly, restaurants also increase the likelihood of having their orders accepted by more drivers, which leads to more delicious food being delivered to more satisfied customers. Connect with Apex Order Pickup Solutions and discover how easy it is to offer an outstanding off-premises dining experience for customers by providing a fast and easy pickup experience for delivery drivers.