Both DoorDash and Instacart are strong contenders in the delivery service market. DoorDash excels in restaurant delivery with a vast selection and a focus on speed, while Instacart shines in grocery delivery with access to numerous retailers and brands. The choice between them depends on the user's primary needs: restaurant meals or grocery shopping. Both platforms have areas for improvement, particularly in customer service responsiveness and transparency in fees.
| Attribute | DoorDash | Instacart |
|---|---|---|
| Delivery Speed | Most orders within 10 miles are delivered within 30 minutes. Delivery time estimates are based on factors like order preparation time and distance. The CSAT score based on estimated delivery accuracy is 82%. | Offers same-day delivery, with some orders delivered in as fast as 30 minutes. Delivery times can vary. Priority delivery options are available. |
| Delivery Fees | Delivery fees vary based on the merchant, location, and demand. Fees typically range from $1.99 to $5.99. DoorDash may increase fees during peak demand. A small order fee (around $2.50) applies to orders below a certain threshold (typically $10-$12). | Standard delivery fee of $3.99 or higher applies to orders over $35. Fees can be higher for smaller orders or faster delivery. Instacart+ members get free delivery on orders over $35. Scheduling deliveries at least 24 hours in advance may waive the delivery fee. |
| Restaurant Selection | DoorDash offers a wide selection of restaurants, from local favorites to national chains. With over 310,000 menus available, DoorDash provides a diverse range of eateries. | Provides access to various restaurants and cuisines. Partnered with Uber Eats in May 2024, expanding restaurant delivery options. Restaurant selection varies by location. |
| Grocery Selection | DoorDash has expanded its grocery selection, partnering with various stores, including CUB, Eataly, El Super, and Fiesta Mart. The app has a dedicated grocery tab for easy shopping. | Offers service from approximately 1,800 retailers, covering 100,000 grocery stores. Works with 7,000 consumer packaged goods brands. |
| Service Availability (Location) | DoorDash operates in numerous cities across the United States, Canada, Australia, and New Zealand. It is available in over 80 cities and towns in Canada. | Operates in the United States and Canada. Reaches nearly 98% of SNAP households, offering delivery services from about 180 retail banners, spanning about 30,000 stores in the United States. |
| Order Accuracy | DoorDash's ideal 'Missing or Incorrect' rate is less than 2.25%. The company provides merchants with tools to track and improve order accuracy. | Allows real-time communication with shoppers to make changes to the order. |
| Customer Service Responsiveness | DoorDash's customer service has received negative feedback from some users. Issues include unhelpful representatives, long wait times, and order cancellations. | Provides customer service through chat, email, SMS, and phone. Some users have reported issues with delayed refunds and unhelpful customer service interactions. |
| Driver Professionalism | DoorDash delivery drivers who provide exceptional service, such as being friendly, professional, and responsive, tend to receive higher ratings. | Conducts background checks on shoppers. Customers can rate orders, providing feedback to shoppers. |
| App Usability | DoorDash's app is generally user-friendly, with smooth navigation and an intuitive design. | Designed to be user-friendly, with features like a searchable interface, sale item highlights, and the ability to reorder previously purchased items. Some users have reported issues with the checkout process and navigation. |
| Special Offers and Discounts | DoorDash offers various promotions, including discounts for new users, free delivery, and percentage-off savings. | Provides discounts on select products and offers promo codes for new and existing users. Has a section in the app that shows all the products currently under promotion. |
| Subscription Options | DashPass is DoorDash's subscription program, offering $0 delivery fees and reduced service fees for members on eligible orders. It costs $9.99 per month or $96 annually. A discounted DashPass for Students is available for $4.99 per month or $48 annually. | Instacart+ membership is available for $9.99 per month or $99 per year. Benefits include waived delivery fees on orders over $10 ($35 at some retailers), reduced service fees, family account sharing, and additional perks like a free Peacock subscription. |
| Contactless Delivery Options | Contactless delivery has become a standard option during and after the pandemic. | Offers a "Leave at My Door Delivery" option for contactless delivery. |