Research reveals consumer demands on UK food outlets to improve packaging

Research released today by retail and catering consumables provider, CCS McLays reveals GB consumer expectations of delivery food quality and mounting pressure on food outlets for change - the majority of Brits (86%) believe it is a food outlet’s responsibility to protect their delivery food from being tampered with, and 49% are calling for tamper-evident packaging. The findings reveal widespread dissatisfaction among Brits regarding the hygiene standards of food deliveries, with more than half (55%) expressing concern.

The YouGov survey of approximately 2,000 GB adults revealed that one in 10 Brits claim their food has been tampered with en route, rising to almost a quarter (24%) of 18–24-year-olds. The findings also reveal that 84% would expect food outlets to use a product that guaranteed their food delivery wasn’t tampered with and arrived in good condition, if such a product was available.

The consequences of negative customer experiences on food outlet brands and their reputation are significant - almost half (44%) of Brits wouldn’t re-order from the same provider after a negative experience. Only 14% of those aged 25-54 would give a food provider another chance, while among over 55s only 6% are willing to return for one more try. Added to this, 66% say they would complain to the brand directly, 38% would warn friends, and 17% would leave a negative review on social media.

The findings come as CCS McLays announces UK availability of Seal2Go tamper-evident food delivery bags in the UK, which are designed to keep contents safe and improve customer experience. Featuring an integrated tamper-evident system, the bags come equipped with foldable adhesive closure tabs and tamper-proof score cuts, ensuring an added layer of security that protects food from unauthorised access.

Ian Hall, CEO of CCS McLays, said: “UK consumers are becoming increasingly unforgiving when it comes to poor food delivery experiences. They’ll often give food outlets just one chance - if they’re dissatisfied, they’ll quickly switch to a competitor. In today’s market, it’s not about offering flashy extras. Getting the essentials right, such as ensuring food is secure, fresh, and tamper-free, makes all the difference. Packaging food orders in bags with a tamper-evident integrated system will offer visible security protection for the restaurant, driver and consumer.

“Our research shows that consumers are calling for urgent action from food outlets to safeguard their orders. There are also global influences on the food industry regarding protective food containers, with regulations in California mandating tamper-evident packaging for all food deliveries. While the UK isn’t at that stage yet, consumer demand is clearly heading in the same direction. Brands will need to reconsider their packaging assets to not only deliver food, but business success.”

The survey revealed consumers’ biggest concerns with their delivery food experiences. Over half (53%) of British adults who have ordered delivery food cite food temperature as a major issue. Half of respondents (50%) have been concerned about missing items, 40% by receiving the wrong order, and more than a fifth (22%) say the poor state of food, with 21% similarly concerned by the condition of its packaging.

The CCS McLays survey also uncovers key factors that would enhance the food delivery experience for Brits: 60% value timely delivery, 50% opt for a sealed delivery container, 50% want a clear tracking process, 49% would like prefer tamper-evident packaging, more than a third (36%) seek an easy way to raise concerns, and an equal number emphasise the importance of a pleasant interaction with the delivery driver.