Now is the perfect season for businesses to identify goals and objectives for the year ahead. Of course, once you’ve assessed metrics, gathered team feedback and listened to your gut, you may have a list as long as your arm. Where to start? Consider a focus on your off-premises program.

Most foodservice brands were compelled to up their off-premises game during the pandemic. But in the years since, have you become a bit complacent about your carryout and delivery business? If so, you may be shedding current customers and missing opportunities to attract new patrons. Dining off-premises remains a valued way that many customers experience and engage with restaurants today. When you monitor the different components that contribute to a leading off-premises program, you not only make it a stronger revenue generator in your business model, but you can build customer loyalty that extends back to on-premises dining.

Consumers have long enjoyed the attractions of eating restaurant-quality food wherever they want, be that at home, work, in the car, communal space or other preferred sites. Convenience is the primary driver here, but value and quality are factors that lead to repeat business—with quality being considered both in the flavor experience of the food, as well as the overall experience the customer has with the restaurant.

McCain Foodservice Solutions has published the How to Win the Off-Premises Loyalty Race report to help operators understand the various elements that affect customer satisfaction with off-premises dining experiences. The 16-page downloadable document provides insights from research conducted by Datassential, Technomic, Toast, DoorDash, the National Restaurant Association and other industry sources, and recommends strategies to raise the bar in such areas as ease and access of ordering, purchase drivers for delivery, pricing sensitivity, speed of service, packaging proficiency and elevating trust and loyalty.

While the trend in off-premises dining was accelerated by the pandemic, its momentum has been maintained by the rise of app-based ordering, smart kitchen-linked POS systems and third-party delivery services, says Chef Mark Slutzky, Director of Culinary, McCain Foods North America. For restaurants, off-premises dining allows them to capture an audience that may not visit the physical locations.

Fries Carry the Meal

The report also shares findings about the top foods in takeout and delivery. Fries were the No. 1 ordered menu item for off-premises dining in 2023 (followed by chicken quesadilla and mozzarella sticks). In fact, fries are the most-ordered food of all time for DoorDash, which has conveyed more than 600 million orders of fries since 2013, an impressive feat for this high-margin offering.

A key takeaway here is that fries are not merely an add-on pairing with a meal, but can be a top driver for meals consumed off-premises. To deepen customer loyalty and stand out from the competition, it’s critical to solve some of the inherent delivery and carry-out challenges around fries. Of course, we’re talking about the risk of soggy, limp, lukewarm fries that undercuts customer expectations and needs. One in three operators cite quality control as a challenge for takeout and delivery fries and five percent say it’s the reason they avoid offering off-premises fries altogether.

The development of enhanced packaging proficiencies is, of course, one key factor here. But the opportunity also lies in investing in fries that are designed specifically for takeout and delivery, allowing operators to optimize quality control and outperform local competition. The McCain^® SureCrisp^® product line, featuring five style varieties in 10 SKUs, helps to narrow the off-premises quality gap, thanks to a battered coating on the fries that maintains crispiness longer. McCain^®SureCrisp^® fries don’t require any unusual preparation—they simply stay crispy longer to deliver consistent quality and customer satisfaction.

While a crispy fry is the end all be all, operators can further boost their fry game with additional flavors. Offering loaded fries for off-premises dining is an on-point way to go here, and there is a world of flavor profiles to explore. “Cheese is a must-have for any loaded fries application, whether it’s shredded cheddar, mozzarella or a cheese sauce,” says Slutzky. “Consider adding bacon for a savory, smoky crunch that pairs perfectly with melted cheese. Jalapeño wheels—pickled or fresh—also offer a great bite for a bit of spice.” Some other alternatives you can’t go wrong with are chili cheese fries and poutine with cheese curds and gravy.

Don’t overlook garnishes, advises Slutzky. “Scallions provide a fresh, mild onion flavor, while guacamole or avocado adds a creamy rich texture. Sour cream delivers a cool foil to spicy fries. Barbecue pulled pork and Buffalo chicken with blue cheese crumbles are also some of my favorite classics.”

Plus-ups of classic toppings offer easy executions to create premium fries for off-premises dining. Think applewood or black pepper-smoked bacon, aged cheddar cheese, chives instead of scallions and crema or crème fraiche as an alternative to sour cream. “This is a way to add touches of finesse,” says Slutzky.

But going global is where operators and their customers can really dig into the fun factor, he says. Mexican street corn fries topped with Cotija cheese, cilantro, lime and a sprinkle of chile powder bring the popular flavors of elote to the plate, while carne asada also makes a great topping, along with guacamole, sour cream and pico de gallo. For Asian profiles, Slutzky has a few suggestions: “Korean honey butter fries are coated in a sweet and savory honey-butter seasoning. Fries with okonomiyaki sauce, mayonnaise, bonito flakes and green onions offer a taste of Japan. Or season fries with togarashi and serve with a miso mayo dipping sauce. Open the Indian pantry by loading fries with palak paneer, plus a spinach and cheese curry. For a fusion of Chinese and American flavors, top fries with spicy mapo tofu and cheese.”

Chef Slutzky also encourages operators to look to regional American flavor profiles as well. Consider a Reuben profile for loaded fries, with chopped pastrami, sauerkraut, Thousand Island dressing and melted Swiss cheese. And don’t be afraid to defy expectations with unexpected pairings. For example, a flavor-forward barbecue fry topper could combine Carolina chopped barbecue with pimiento cheese and Alabama white sauce.

When looking to use fries to build customer loyalty, consider ways to surprise and delight those patrons with special, unexpected and—most importantly—exclusive touches.

For example, perhaps fries are delivered with packets of seasonings for customization at home. Slutzky suggests a spectrum of flavor options, ranging from classics like barbecue, ranch or garlic Parmesan to more exotic seasonings like masala, furikake or Thai chile. But make sure you don’t stray too far from your operation’s concept, he warns.

Preportioned dipping sauces are another way to stretch creativity and flavor, says Slutzky. “A dipping sauce fry menu is very on trend,” he notes. “Sriracha ranch, garlic or truffle aioli, Peruvian aji Amarillo mayo, chipotle crema and hot honey mustard are all riffs on classics.” Or use true-blue condiments as a base for more robust flavors. “Add heat, acid for tanginess and other flavors. Ketchup can become chipotle ketchup; mayo can become curry mayo; ranch can be transformed to Kansas City barbecue ranch. Plus-up a cheese sauce to create a Korean pepper and craft beer variation.”

Go the distance in the “loyalty race” by trading up to McCain^® SureCrisp^® fries and seeking flavor-forward menu plays to captivate the off-premises patron.

Click here to learn more about McCain^® SureCrisp^® and access the How to Win the Off-Premises Loyalty Race report and other resources that will help improve your off-premises program in 2025.