Customers love knowing exactly when their catering will arrive. Delivery tracking gives them confidence, helps them stay organized, and ensures a smooth experience for their team or event. It’s a simple way to build trust and deliver the reliable service today’s customers expect.
Qualify for Reliability Rockstar status, improve visibility, and enhance your customer experience by tracking 75% or more of your deliveries. Read more about exactly how we calculate Reliability Rockstar here.
Why it matters
- Tracking is a core metric for Reliability Rockstar
- Orders must include pickup and dropoff events to count as tracked
- Deliveries with photo proof improve customer trust and reduce support issues
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If you… |
Use this solution |
What it does |
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Need professional drivers for your deliveries |
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Use in-house drivers and have your own tracking tool |
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Use in-house drivers and need a tracking tool |
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Why is ezCater implementing tracking standards?
Delivery tracking is now a standard customer expectation - especially for catering orders where timing and accuracy are critical. Customers want to know where their driver is, how long until arrival, and receive confirmation when their order’s status changes. When customers don’t receive tracking it can lead to more customer support contacts and lower satisfaction.
Delivery Tracking builds trust, reduces follow-up, and shows your customers that you’re reliable and committed to delivering a great experience. We’re starting with our Reliability Rockstar program, but eventually tracking will be a requirement for our platform. This is an opportunity to get ahead of the curve, deliver an even better customer experience, and be ready for when this may become a standard requirement.
What the Data Shows:
Catering orderers overwhelmingly expect delivery tracking and say it makes a difference in their confidence and stress levels when ordering. In a recent ezCater survey:
- 95% want delivery tracking updates for all catering orders
- 96% feel more confident when placing an order knowing they’ll get tracking updates
- 91% feel less stress when tracking updates are available
Bottom line: Delivery tracking isn’t just a nice-to-have—it’s what your customers already expect, and it directly impacts their satisfaction, confidence, and repeat business.
I currently use a third party delivery partner outside of ezCater, can I pass you the tracking from those deliveries?
Our Delivery tracking requirements are designed to create a consistent, verifiable experience for all customers ordering through ezCater. While we fully support self-delivery because you control the process, we can’t ensure a level of consistency or accountability when a third party provider is used outside of our network.
For our customers, we want to maintain a direct relationship with either you as the Restaurant partner or with the established delivery practices we have in place for ezDispatch partners. This ensures every delivery meets the same high standards for tracking, timeliness, and service - no matter where it’s going.
By keeping delivery within ezCater’s integrated systems - either through self-delivery or ezDispatch - we can guarantee accurate tracking, dependable service levels, and faster resolution if any issues arise. We are able to better support our customers by knowing exactly who is delivering the order, standardizing their delivery experience, and allowing faster issue resolution.
If you use a third party provider or self-deliver outside of ezDispatch, your restaurant retains ownership of those deliveries. In that case, your metrics will reflect their performance, while ezDispatch offers the benefit of shifting that accountability to us.
Questions or need help getting started? Reach out to: partnersuccess@ezcater.com