The Delivery Opportunity
Online food delivery in Kenya is not a niche anymore. It is how a growing number of people eat. For restaurant owners, being on a delivery platform is no longer optional — it is how you reach customers who will never walk through your door.
But simply listing your restaurant on an app is not enough. The restaurants that succeed on delivery platforms treat it as a distinct channel with its own strategy.
1. Optimise Your Menu for Delivery
Your dine-in menu and your delivery menu should not be identical. Some dishes travel well. Others do not.
What travels well:
- Stews, curries, and braised dishes
- Grilled meats (they stay warm and retain texture)
- Rice-based dishes (pilau, biryani, fried rice)
- Chapati, naan, and flatbreads (if packed properly)
- Dry fry items (fries, samosas, bhajias — pack them in vented containers)
What does not travel well:
- Crispy fried items become soggy in sealed containers
- Ice cream and frozen desserts melt
- Delicate plated presentations fall apart in transit
- Dishes with components that need to stay separate (sauces, garnishes)
Create a delivery-only section of your menu featuring the dishes that arrive in the best condition. You can still offer your full menu, but highlight what travels well.
Use clear, descriptive names. "Grilled Chicken with Coconut Rice" is more appealing than "Chicken Special." Include the key ingredients in the name so customers know exactly what they are getting.
Write good descriptions. List the main ingredients, mention spice levels, and note any common allergens. A good description reduces the number of customer questions and complaints.
Offer combos and family meals. Delivery orders tend to be larger than individual dine-in orders. Create meal bundles — family-size portions, combo deals with a drink, or a starter-main-dessert package.
2. Price Strategically
Your delivery pricing needs to account for several factors:
- Platform commission. Delivery platforms typically take a percentage of each order. Factor this into your pricing so your margins stay healthy.
- Packaging costs. Delivery requires more packaging than dine-in — containers, lids, bags, seals. These add up.
- Portion sizes. Some restaurants slightly adjust portion sizes for delivery to offset platform costs. Be transparent — customers notice if portions shrink.
Decision: absorb the platform fee or pass it on? Some restaurants raise delivery menu prices slightly to offset commissions. Others keep prices the same as dine-in and accept lower margins on delivery orders, betting on volume. There is no single right answer — test what works for your customer base.
Avoid hidden fees. Customers dislike surprises. If you charge more for delivery menu items than dine-in, be upfront. Hidden charges lead to negative reviews and lost repeat customers.
3. Invest in Good Packaging
Packaging is not just a container. It is the first thing your customer sees when their order arrives — and it affects how the food tastes.
Use quality, leak-proof containers. A leaking container ruins the entire order. Invest in containers with secure lids, especially for sauces and liquid-based dishes.
Keep hot and cold separate. A hot main dish and a cold salad should not be in the same sealed bag. Use separate bags or insulated compartments.
Consider branding. A simple sticker with your logo, a handwritten thank-you note, or branded packaging turns a delivery into a brand experience. It is inexpensive but memorable.
Tape or seal containers. A small sticker or tape seal on container lids reassures customers that their food has not been opened during transit.
Include utensils and napkins by default. Many customers order delivery because they are not at home or do not want to do dishes. Including a fork, spoon, and napkin costs almost nothing and makes the experience better.
4. Manage Your Delivery Operations
Set realistic preparation times. The most common delivery complaint is late food. If a dish takes 25 minutes to prepare, do not set the prep time at 15 minutes hoping for faster orders. Under-promise and over-deliver.
Update your availability. If you are closed for a private event or out of a key ingredient, update your app listing immediately. A customer who places an order only to have it cancelled 20 minutes later is unlikely to order again.
Monitor your rating and reviews. Delivery platform ratings matter. Respond to negative reviews professionally — apologise, explain what happened, and offer to make it right. Ignoring bad reviews tells potential customers you do not care.
Train your staff on delivery orders. Your kitchen team should know that delivery orders need the same care and quality as dine-in plates. A sloppy delivery order hurts your reputation just as much as a bad dine-in experience.
Track what sells and adjust. After a few months on a platform, you will have data on which dishes sell, at what times, and at what price points. Use this to refine your menu, adjust pricing, and run targeted promotions.
5. Use Promotions Wisely
Delivery platforms often offer promotional tools — discounts, free delivery, featured placement. Use them strategically:
- New customer discounts. A small discount for a customer's first order from your restaurant can turn a one-time buyer into a regular.
- Slow day promotions. If Tuesday is your quietest day, run a Tuesday special to smooth out demand.
- Bundle deals. A discounted combo often generates higher total order value than a discount on a single item.
- Limited-time offers. Seasonal or special menu items create urgency and give customers a reason to order now.
Be careful with deep discounts. A 50% off promotion might bring in orders, but if you are losing money on every one, you are buying sales at a loss. Calculate the numbers before you run a promotion.
6. Build Your Repeat Customer Base
Acquiring a new customer costs more than keeping an existing one. Here is how to get customers to order again:
- Consistency. The same dish should taste the same every time. Customers order what they know they like.
- Loyalty incentives. A handwritten note that says "mention this note on your next order for a free drink" costs almost nothing but creates a reason to reorder.
- Ask for feedback. A simple "how was your meal?" follow-up (through the platform) shows you care and gives you useful insights.
- Remember regulars. If the platform lets you see customer order history, acknowledge repeat customers — a small extra, a faster prep time, a thank-you note.
Choosing the Right Platform
Not all delivery platforms are the same. When deciding which platform to list your restaurant on, consider:
- Commission rate. What percentage does the platform take per order?
- Payout schedule. How often and how quickly do you receive your money?
- Customer reach. How many active users does the platform have in your delivery area?
- Vendor dashboard. Does the platform give you tools to manage your menu, track orders, and view sales data?
- Support quality. If there is a dispute or issue, can you reach a real person quickly?
- Verification standards. A platform that verifies all vendors — including your competitors — creates a fairer, more trustworthy marketplace.
The Bottom Line
Online delivery is one of the biggest growth opportunities for restaurants in Kenya right now. But success requires treating it as a serious business channel — with the right menu, pricing, packaging, and operations.
Start with your best delivery-friendly dishes, invest in good packaging, and focus on consistency. The repeat customers will follow.
Ready to reach more customers? Register your restaurant on Bingo.