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How door-step food delivery companies deliver Challenge 25 compliance

Whilst door-step food deliveries and grocery home delivery demand has rocketed during the last year, ensuring age restricted products are delivered in-line with Challenge 25 policy is something that can?t be overlooked.

Millions of people across the UK are preparing for tougher coronavirus restrictions amid growing concern about the rising number of cases. These new restrictions and the enforced home living, working and entertaining will increase the already high demand for supermarket home deliveries and door-step fast food deliveries during this unprecedented period.

The NPD Group says on current trends delivery could finish 2020 with visits in the 12 months up 16% to break the 1 billion barrier and reach 1.1bn visits with spend projected up by 42% at £7.1bn. That would be the equivalent of a 12 million monthly increase in visits versus 2019 and a £177m monthly boost to spend.

More than 300,000 delivery slots have been added across the UK?s major supermarkets since the start of the pandemic, while tens of thousands have been hired to meet demand.

Online food delivery has become one of the most important and potentially lucrative arms of the retail and restaurant industry. Amid the severe Covid-19 business pressures affecting Britain’s out-of-home (OOH) foodservice industry, the delivery channel has been a welcome success story. Once disruptive start-ups like Uber Eats and Just Eat are transforming not only how takeaways are ordered, but how groceries are ordered too.

This shift increases the importance of ensuring customer service and compliance policies are being met by delivery drivers. A key area is making sure age restricted ordered items, such as alcohol, cigarettes or knives are not handed over to anyone under age.

Leading supermarkets and online food delivery companies use mystery shopping to ensure their delivery drivers are adhering to the Challenge 25 policy. Challenge 25 involves the delivery drivers requesting identification when making deliveries of age restricted products to customers who may appear to be 18 – 25 years of age.

Using an independent test purchase service such as a mystery shopping provider, demonstrates the organisations are taking compliance seriously. A recent trading standards report cited internal test purchasing in their best practice guidelines for selling alcohol/knives.

Working with specialist mystery shopping providers, organisations monitor the compliance of their home delivery drivers to ensure items that are age restricted, such as alcohol, cigarettes or knives are not handed over to anyone under age. Added to this company performance improves due to several factors; awareness amongst staff that they are being randomly tested, increased focus from management on underage legislation, and also specific actions suggested from the mystery shopping insight.

Mystery shopping enables additional standards to be audited such as presentation of drivers and adherence to Covid-19 related safety procedures. Therefore organisations can benefit from customer insight via the mystery shopping findings to understand aspects that ultimately improve customer experience.

Find out more about Mystery Shopping Age Checks