ISO/TR 31515

• Status: Not Published
• ICS: 03.080.30 - Services for consumers
• ICS: 03.100.10 - Purchasing. Procurement. Logistics
• Technical Committee: ISO/TC 315 - Cold chain logistics
• Current Stage: 6000 - International Standard under publication
• Start Date: 01-Aug-2026
• Completion Date: 12-Sep-2026

Overview

ISO/TR 31515 provides internationally recognized guidance on cold chain service quality measurement methods specifically for on-demand food delivery. Developed by ISO Technical Committee 315, this standard addresses both qualitative and quantitative measures to assess and improve the delivery of temperature-sensitive prepared foods directly to consumers. As the demand for rapid food delivery grows, ensuring service quality within the cold chain is essential to maintain food safety, minimize costs, and enhance customer satisfaction. Adhering to these guidelines helps food delivery services and platforms optimize their operations and gain consumer trust.

Key Topics

The document covers a range of crucial topics for measuring cold chain service quality in on-demand food delivery:

• Service Types: Differentiates between direct-to-consumer (DTC) models and third-party delivery (TPD), highlighting unique challenges and benefits.
• Service Process: Outlines typical delivery steps, from order placement to final delivery, focusing on critical control points.
• Service Checkpoints: Recommends best practices for food preparation, transport, and post-delivery handling to maintain hygiene and temperature integrity.
• Quantitative Methods: Introduces objective metrics such as delivery times, order accuracy rates, temperature control compliance, and efficiency indicators like capacity utilization and mileage.
• Qualitative Methods: Suggests ways to capture subjective aspects of service quality, including customer feedback, employee input, complaint analysis, mystery shopping, and visual inspection.

These measurement methods empower stakeholders to identify performance gaps, ensure regulatory compliance, and drive customer-centric improvements in food delivery services.

Applications

ISO/TR 31515 is a critical reference for various stakeholders involved in on-demand cold chain food delivery:

• Food Delivery Platforms: Use the quality measurement methods to benchmark performance, monitor food safety, and optimize operational efficiency.
• Restaurants and Cloud Kitchens: Implement the checkpoints and measurement techniques to manage direct deliveries or assess third-party service quality.
• Third-Party Delivery Providers: Use standardized metrics and recommended practices to enhance last-mile logistics, reduce spoilage, and improve customer retention.
• Regulators and Auditors: Reference the standard for compliance assessments and guidance on best practices in cold chain delivery.
• Technology Providers: Support the implementation of real-time monitoring systems (temperature sensors, location tracking, feedback collection) as recommended in the quantitative and qualitative evaluation criteria.

Integrating these standardized methods helps ensure timely delivery, preserves food quality, reduces waste, and strengthens consumer confidence in food delivery services.

Related Standards

ISO/TR 31515 works in conjunction with other relevant international standards to create a comprehensive framework for cold chain logistics and food safety:

• ISO 31510: Cold chain logistics - Vocabulary
  Defines key terms and concepts used in cold chain logistics, ensuring consistency across standards and applications.
• IWA 36:2022: Provides definitions relevant to last-mile delivery and logistics service models.
• ISO 22000 Series: Food safety management systems, which outline broader requirements for food safety throughout the supply chain.
• IEC Electropedia & ISO Online Browsing Platform: Offer up-to-date definitions and terminology for standardization professionals.

Organizations focused on cold chain food delivery can rely on ISO/TR 31515 alongside these related documents to build robust, quality-driven delivery systems that prioritize food safety and customer satisfaction.

---

Keywords: ISO/TR 31515, cold chain, on-demand food delivery, service quality measurement, food safety, delivery logistics, temperature control, customer satisfaction, third-party delivery, direct-to-consumer delivery, food delivery service standards.

FINAL DRAFT
Technical
Report
ISO/DTR 31515
ISO/TC 315
Cold chain service quality
Secretariat: JISC
measurement methods for on-
Voting begins on:
demand food delivery
2026-06-05
Voting terminates on:
2026-07-31
RECIPIENTS OF THIS DRAFT ARE INVITED TO SUBMIT,
WITH THEIR COMMENTS, NOTIFICATION OF ANY
RELEVANT PATENT RIGHTS OF WHICH THEY ARE AWARE
AND TO PROVIDE SUPPOR TING DOCUMENTATION.
IN ADDITION TO THEIR EVALUATION AS
BEING ACCEPTABLE FOR INDUSTRIAL, TECHNO­
LOGICAL, COMMERCIAL AND USER PURPOSES, DRAFT
INTERNATIONAL STANDARDS MAY ON OCCASION HAVE
TO BE CONSIDERED IN THE LIGHT OF THEIR POTENTIAL
TO BECOME STAN DARDS TO WHICH REFERENCE MAY BE
MADE IN NATIONAL REGULATIONS.
Reference number
ISO/DTR 31515:2026(en) © ISO 2026

FINAL DRAFT
ISO/DTR 31515:2026(en)
Technical
Report
ISO/DTR 31515
ISO/TC 315
Cold chain service quality
Secretariat: JISC
measurement methods for on-
Voting begins on:
demand food delivery
Voting terminates on:
RECIPIENTS OF THIS DRAFT ARE INVITED TO SUBMIT,
WITH THEIR COMMENTS, NOTIFICATION OF ANY
RELEVANT PATENT RIGHTS OF WHICH THEY ARE AWARE
AND TO PROVIDE SUPPOR TING DOCUMENTATION.
© ISO 2026
IN ADDITION TO THEIR EVALUATION AS
All rights reserved. Unless otherwise specified, or required in the context of its implementation, no part of this publication may
BEING ACCEPTABLE FOR INDUSTRIAL, TECHNO­
LOGICAL, COMMERCIAL AND USER PURPOSES, DRAFT
be reproduced or utilized otherwise in any form or by any means, electronic or mechanical, including photocopying, or posting on
INTERNATIONAL STANDARDS MAY ON OCCASION HAVE
the internet or an intranet, without prior written permission. Permission can be requested from either ISO at the address below
TO BE CONSIDERED IN THE LIGHT OF THEIR POTENTIAL
or ISO’s member body in the country of the requester.
TO BECOME STAN DARDS TO WHICH REFERENCE MAY BE
MADE IN NATIONAL REGULATIONS.
ISO copyright office
CP 401 • Ch. de Blandonnet 8
CH-1214 Vernier, Geneva
Phone: [phone]
Email: [e-mail]
Website: www.iso.org
Published in Switzerland Reference number
ISO/DTR 31515:2026(en) © ISO 2026

ii
ISO/DTR 31515:2026(en)
Contents Page
Foreword .iv
Introduction .v
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
4 General . 2
4.1 Service types .2
4.2 Service process .3
4.3 Service checkpoints .3
4.3.1 Preparing food at restaurants .3
4.3.2 Delivery.4
4.3.3 After delivery .5
5 Qualification methods. 5
5.1 General .5
5.2 Quantitative methods . . .5
5.2.1 Examples of performance metrics for logistical activities .5
5.2.2 Examples of performance metrics for food product quality and safety .6
5.2.3 Examples of performance metrics for cold chain delivery .6
5.3 Qualitative methods .6
Annex A (informative) User case study . 10
Bibliography .13

iii
ISO/DTR 31515:2026(en)
Foreword
ISO (the International Organization for Standardization) is a worldwide federation of national standards
bodies (ISO member bodies). The work of preparing International Standards is normally carried out through
ISO technical committees. Each member body interested in a subject for which a technical committee
has been established has the right to be represented on that committee. International organizations,
governmental and non-governmental, in liaison with ISO, also take part in the work. ISO collaborates closely
with the International Electrotechnical Commission (IEC) on all matters of electrotechnical standardization.
The procedures used to develop this document and those intended for its further maintenance are described
in the ISO/IEC Directives, Part 1. In particular, the different approval criteria needed for the different types
of ISO document should be noted. This document was drafted in accordance with the editorial rules of the
ISO/IEC Directives, Part 2 (see www.iso.org/directives).
ISO draws attention to the possibility that the implementation of this document may involve the use of (a)
patent(s). ISO takes no position concerning the evidence, validity or applicability of any claimed patent
rights in respect thereof. As of the date of publication of this document, ISO had not received notice of (a)
patent(s) which may be required to implement this document. However, implementers are cautioned that
this may not represent the latest information, which may be obtained from the patent database available at
www.iso.org/patents. ISO shall not be held responsible for identifying any or all such patent rights.
Any trade name used in this document is information given for the convenience of users and does not
constitute an endorsement.
For an explanation of the voluntary nature of standards, the meaning of ISO specific terms and expressions
related to conformity assessment, as well as information about ISO's adherence to the World Trade
Organization (WTO) principles in the Technical Barriers to Trade (TBT), see www.iso.org/iso/foreword.html.
This document was prepared by Technical Committee ISO/TC 315, Cold chain logistics.
Any feedback or questions on this document should be directed to the user’s national standards body. A
complete listing of these bodies can be found at www.iso.org/members.html.

iv
ISO/DTR 31515:2026(en)
Introduction
All food must be delivered to consumers in a way that ensures that it does not become unsafe or unfit to eat.
Delivering food for immediate consumption is critical to safety, cost, accuracy, availability, and timeliness. A
clear process must be established for the distribution process of temperature-sensitive products. Measuring
performance, minimizing costs, reducing errors, and gaining visibility, especially for temperature
management, has never been more important.
In cold chain logistics, on-demand food delivery is an important service process that is exposed to food
safety risks at the point of final consumption, requiring appropriate management and effort from process
participants. A clear process must be established for the distribution process of temperature-sensitive
products.
For food delivery services that require a cold chain, this document provides examples and examples of
qualitative and quantitative quality measures that delivery operators can use to avoid pitfalls in the cold
chain process or maintain intended acceptable levels.
This document can be used as a reference for improving the quality of on-demand food delivery services
based on the service quality measurement method presented.

v
FINAL DRAFT Technical Report ISO/DTR 31515:2026(en)
Cold chain service quality measurement methods for on-
demand food delivery
1 Scope
This document provides qualitative and quantitative service quality measurement information for on-
demand food delivery processes that require a cold chain.
This document applies to prepared food delivered from restaurants to consumers, and does not apply to
the delivery of non-ready-to-eat (non-RTE) products that require additional preparation and reheating or
cooking by consumers.
2 Normative references
The following documents are referred to in the text in such a way that some or all of their content constitutes
requirements of this document. For dated references, only the edition cited applies. For undated references,
the latest edition of the referenced document (including any amendments) applies.
ISO 31510, Cold chain logistics — Vocabulary
3 Terms and definitions
For the purposes of this document, the terms and definitions given in ISO 31510 and the following apply.
ISO and IEC maintain terminological databases for use in standardization at the following addresses:
— ISO Online browsing platform: available at https:// www .iso .org/ obp
— IEC Electropedia: available at https:// www .electropedia .org/
3.1
service quality
process of ensuring that a service meets customer expectations, quality assurance, and checking a service
for errors
3.2
on-demand food delivery service
courier service in which a restaurant, store, or independent food-delivery company delivers food to a
customer
Note 1 to entry: The basic business models for on-demand food delivery includes restaurant-to-consumer, platform-
to-consumer, logistics, cloud kitchens, and meal kit delivery, etc. The best business model to use depends on a number
of variables, including the target market, available resources, and desired outcomes.
Note 2 to entry: Two main types of last-mile delivery exist: scheduled and on-demand. Scheduled is when the customer
places an order well in advance, and the delivery is scheduled for a specific future date and time window, like next-day
or two-day delivery. On-demand delivery is when the customer expects the delivery as soon as possible after placing
the order, often within a few hours. This is common for time-sensitive items like food from restaurants, groceries, etc.
3.3
last-mile delivery
final step in the delivery of goods from the distribution location to the consumer
[SOURCE: IWA 36:2022, 3.11]
ISO/DTR 31515:2026(en)
3.4
direct to consumer
DTC
food delivery service that can be ordered through any non-face-to-face communication (e.g., phone, fax,
email, or internet) and delivered to consumers directly
3.5
third-party delivery service model
TPD service model
service model that mediates product delivery between sellers and customers
3.6
food deliverer
person or unmanned transportation device (e.g. drone, robot, driverless car, etc.) which receives a food
order and transports the order to the consumer’s designated location
3.7
prepared food
food that is delivered to a consumer where the expectation is that the food is going to be consumed without
extensive preparation and consumed shortly after arrival
3.8
food for later consumption
food that is delivered to a consumer where the expectation is that the food is going to be consumed without
extensive preparation and can be stored for some time and/or consumed shortly after arrival
3.9
monitoring
conducting a planned sequence of observations or measurements of control parameters to assess whether a
process is under control
3.10
ready-to-eat
RTE
food in a form that can be safely consumed without additional preparation
4 General
4.1 Service types
On-demand food delivery service types are generally categorized into two types: DTC delivery (e.g. direct
delivery by restaurants to consumers) and third-party delivery (TPD) services (e.g. platforms to consumers).
In the DTC model, the restaurant manages its own delivery service. Orders are placed directly at the
restaurant, and the restaurant handles the logistics of delivering the food to the customer.
EXAMPLE 1 Pizza company D has its own delivery vehicles and technology, so customers can order directly
through an app or website. Company D handles the entire process, from taking the order to delivering the pizza to the
customer’s home.
TPD services can be further categorized into integrated platforms where a third party performs order
management, payment processing, marketing, and even delivery, and separate platforms where a third
party only performs delivery.
EXAMPLE 2 Company U receives a customer order and delivers it to the restaurant. The restaurant receives the
order details through an app or ordering system and delivers the food to the customer using Company U’s delivery
service or its own delivery team.
EXAMPLE 3 Company DD employs its own food deliverers to pick up the food and deliver it to the customers
through communication with the restaurant. The restaurant only needs to prepare the food and does not need to
handle the delivery process.
ISO/DTR 31515:2026(en)
Each service type has benefits and limitations.
a) DTC delivery: These services are managed entirely by restaurants, giving them complete control over
the delivery process.
b) TPD service model (integrated, order relay type): a third-party platform handles ordering and delivery
logistics in an integrated manner. This can be efficient and cost-effective, but can lack service flexibility.
c) TPD service model (decoupled, delivery only by a third party): Restaurants use third-party delivery
services without full integration, providing flexibility but potentially sacrificing consistency.
The service types of on-demand food delivery are shown in Figure 1.
a) Direct to consumer (DTC) delivery model
b) Third-party delivery (TPD) service model (integrated, order relay type)
c) Third-party delivery (TPD) service model (decoupled, delivery only by a third party)
Figure 1 — Service types of on-demand food delivery
4.2 Service process
The on-demand food delivery service is a process where an order is placed through an app, online, or by
phone, and then a food deliverer picks the prepared food or food for later consumption up at the restaurant
and moves to the delivery location to deliver it to the consumer. When delivering to the consumer, it can be
delivered face-to-face or non-face-to-face, and can indicate delivery completion or convey the delivery time.
4.3 Service checkpoints
4.3.1 Preparing food at restaurants
The following practices can be applied to ensure safe and hygienic handling of food during delivery
operations:
a) Conform with quarantine rules when entering a restaurant.
b) Disinfect and keep hands clean before starting a delivery.
c) Clean highly contaminated areas such as vehicle handles, steering wheels and transport equipment.
d) Check in advance for foods with an expiration date.

ISO/DTR 31515:2026(en)
e) Determine exposure limits for each food-handling temperature range (for example, refrigerated foods
are handled at room temperatures below 10 °C).
f) Use an appropriate and sufficient amount of refrigerant after cooling refrigerated and frozen foods to
the required temperature.
g) Deliver food in the same order as it was prepared, following the first-in, first-out (FIFO) principle where
possible.
h) Check that the delivery container, delivery vehicles and transportation equipment are suitable for
maintaining the required food temperature.
i) Check whether the delivery box is damaged or if cold air is leaking.
j) Use a temperature-controlled delivery container so that food quality is not affected.
k) Use packaging materials with insulation functions and clearly differentiate between refrigerated and
frozen foods.
l) When separate packaging is required, carry it out in a clean and temperature-controlled area.
m) Seal packages to prevent product damage and loss of cold air.
n) For reusable containers, check for contamination and sanitary conditions before use.
o) Display a warning message when dry ice is included.
p) Attach temperature caution labels and monitoring labels where necessary.
q) Regularly check, according to a set schedule, that the temperature meets the standards specified for
food labelling (for example, frozen foods at −18 °C, chilled foods at 0 °C to 5 °C).
r) Use various methods, such as optimizing delivery routes, to minimize delivery time and maintain food
quality.
4.3.2 Delivery
The following practices can be applied to ensure safe and hygienic handling of food during delivery
operations.
a) Disinfect and keep hands clean during delivery.
b) Check for contamination due to food leakage and similar causes.
c) Pre-cool the delivery box to the required temperature and check it prior to loading.
d) Minimize product temperature rise by loading products quickly.
e) Establish delivery times for chilled and frozen food products in bulk quantities to minimize rise in
product temperature.
f) Deliver food that requires temperature control and food or tableware that does not require temperature
control separately.
g) Notify customers of the estimated delivery time and the time of arrival.
h) In case of non-face-to-face delivery, store the delivery in a place designated by the consumer, and choose
a place that is as hygienic as possible and where the temperature is maintained so that it does not affect
the quality of temperature-sensitive food.
i) Place temperature-monitoring devices in the delivery box or delivery vehicles, if applicable (for example,
cold-chain foods must be stored within 0 °C to 5 °C).

ISO/DTR 31515:2026(en)
4.3.3 After delivery
The following practices from a) to c) can be applied after delivery to support safe and hygienic handling of
food and related equipment.
a) Disinfect and keep hands and delivery boxes clean after delivery.
b) Take appropriate measures for defective products and for products that are discarded or returned.
c) Immediately report and document any defects in equipment or delivery boxes to a superior.
5 Qualification methods
5.1 General
It is important for restaurants and food delivery companies to establish and operate qualitative and
quantitative indicators in order to:
a) ensure food safety;
b) protect and enhance customer satisfaction through timely and high-quality delivery;
c) optimize operational efficiency and cost management;
d) leverage technology and innovation to improve service; and
e) address increasing concerns regarding sustainability and environmental impact.
See Annex A for a user case of an on-demand food delivery company evaluating services using quantitative
and qualitative methods.
5.2 Quantitative methods
5.2.1 Examples of performance metrics for logistical activities
Food delivery services can objectively assess their overall logistics operations by quantitatively measuring
performance in terms of cost, accuracy, utilization, and timeliness. Using KPIs for evaluation can provide
visibility to minimize costs, reduce errors, correct accountability, and enhance las
...

ISO/CD TR DTR 31515:2025(E)
ISO /TC 315
Secretariat: JISC
Date: 2026-05-22
Cold chain service quality measurement methods for on-demand
food delivery
ISO #####-#:####(X)
© ISO #### – All rights reserved

ISO/CD TR DTR 31515:2025:(en)
All rights reserved. Unless otherwise specified, or required in the context of its implementation, no part of this publication
may be reproduced or utilized otherwise in any form or by any means, electronic or mechanical, including photocopying,
or posting on the internet or an intranet, without prior written permission. Permission can be requested from either ISO
at the address below or ISO’s member body in the country of the requester.
ISO copyright office
CP 401 • Ch. de Blandonnet 8 • CP 401
CH-1214 Vernier, Geneva, Switzerland
Tel.Phone: + 41 22 749 01 11
Fax + 41 22 749 09 47
E-mail: [e-mail]
Website: www.iso.org
Published in Switzerland
iii
ISO/CD TR DTR 31515:2025:(en)
Contents
Foreword . v
Introduction . vi
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
4 General . 3
4.1 Service types . 3
4.2 Service process . 4
4.3 Service checkpoints . 4
5 Qualification methods . 6
5.1 General . 6
5.2 Quantitative methods. 6
5.3 Qualitative methods . 8
Annex A (informative) User case study . 12
Bibliography . 16

iv
ISO/CD TR DTR 31515:2025:(en)
Foreword
ISO (the International Organization for Standardization) is a worldwide federation of national standards
bodies (ISO member bodies). The work of preparing International Standards is normally carried out through
ISO technical committees. Each member body interested in a subject for which a technical committee has been
established has the right to be represented on that committee. International organizations, governmental and
non-governmental, in liaison with ISO, also take part in the work. ISO collaborates closely with the
International Electrotechnical Commission (IEC) on all matters of electrotechnical standardization.
The procedures used to develop this document and those intended for its further maintenance are described
in the ISO/IEC Directives, Part 1. In particular, the different approval criteria needed for the different types of
ISO document should be noted. This document was drafted in accordance with the editorial rules of the
ISO/IEC Directives, Part 2 (see www.iso.org/directives).
ISO draws attention to the possibility that the implementation of this document may involve the use of (a)
patent(s). ISO takes no position concerning the evidence, validity or applicability of any claimed patent rights
in respect thereof. As of the date of publication of this document, ISO had not received notice of (a) patent(s)
which may be required to implement this document. However, implementers are cautioned that this may not
represent the latest information, which may be obtained from the patent database available at
www.iso.org/patents. ISO shall not be held responsible for identifying any or all such patent rights.
Any trade name used in this document is information given for the convenience of users and does not
constitute an endorsement.
For an explanation of the voluntary nature of standards, the meaning of ISO specific terms and expressions
related to conformity assessment, as well as information about ISO's adherence to the World Trade
Organization (WTO) principles in the Technical Barriers to Trade (TBT), see www.iso.org/iso/foreword.html.
This document was prepared by Technical Committee ISO/TC 315, Cold Chain Logisticschain logistics.
Any feedback or questions on this document should be directed to the user’s national standards body. A
complete listing of these bodies can be found at www.iso.org/members.html.
Field Code Changed
v
ISO/CD TR DTR 31515:2025:(en)
Introduction
All food must be delivered to consumers in a way that ensures that it does not become unsafe or unfit to eat.
Delivering food for immediate consumption is critical to safety, cost, accuracy, availability, and timeliness. A
clear process must be established for the distribution process of temperature-sensitive products. Measuring
performance, minimizing costs, reducing errors, and gaining visibility, especially for temperature
management, has never been more important.
In cold chain logistics, on-demand food delivery is an important service process that is exposed to food safety
risks at the point of final consumption, requiring appropriate management and effort from process
participants. A clear process must be established for the distribution process of temperature-sensitive
products.
InFor food delivery services that require a cold chain, this document provides examples and examples of
qualitative and quantitative quality measures that delivery operators can use to avoid pitfalls in the cold chain
process or maintain intended acceptable levels.
This document can be used as a reference for improving the quality of on-demand food delivery services based
on the service quality measurement method presented.

vi
WD TECHNICAL REPORT ISO/CD TR 31515:2025

Cold chain service quality measurement methods for on-demand food
delivery
1 Scope
This document provides qualitative and quantitative service quality measurement information for on-demand
food delivery processes that require a cold chain.
This document applies to prepared food delivered from restaurants to consumers, and does not apply to the
delivery of non-ready-to-eat (non-RTE) products that require additional preparation and reheating or cooking
by consumers.
2 Normative references
The following documents are referred to in the text in such a way that some or all of their content constitutes
requirements of this document. For dated references, only the edition cited applies. For undated references,
the latest edition of the referenced document (including any amendments) applies.
ISO 31510:2025, , Cold chain logistics — Vocabulary
3 Terms and definitions
For the purposes of this document, the terms and definitions given in ISO 31510 and the following apply.
ISO and IEC maintain terminological databases for use in standardization at the following addresses:
— — ISO Online browsing platform: available at https://www.iso.org/obp
— — IEC Electropedia: available at https://www.electropedia.org/

3.1
service quality
process of ensuring that a service meets customer expectations, quality assurance, and checking a service for
errors
3.2
on-demand food delivery service
courier service in which a restaurant, store, or independent food-delivery company delivers food to a
customer
Note 1 to entry: The basic business models for on-demand food delivery includes restaurant-to-consumer, platform-to-
consumer, logistics, cloud kitchens, and meal kit delivery, etc. The best business model to use depends on a number of
variables, including the target market, available resources, and desired outcomes.
Note 2 to entry: Two main types of last-mile delivery exist: scheduled and on-demand. Scheduled is when the customer
places an order well in advance, and the delivery is scheduled for a specific future date and time window, like next-day
ISO/DTR 31515:(en)
or two-day delivery. On-demand delivery is when the customer expects the delivery as soon as possible after placing the
order, often within a few hours. This is common for time-sensitive items like food from restaurants, groceries, etc.
3.3
last-mile delivery
final step in the delivery of goods from the distribution location to the consumer
[SOURCE: IWA 36:2022, 3.11]
3.4
direct to consumer delivery
DTC delivery
food delivery service that maycan be ordered through any non-face-to-face communication (e.g., phone, fax,
email, or internet) and delivered to consumers directly
3.5
3.6
third-party delivery (service model
TPD) service model
service model that mediates product delivery between sellers and customers
3.73.6
3.8
food deliverer
person or unmanned transportation device (e.g. drone, robot, driverless car, etc.) which receives a food order
and transports the order to the consumer’s designated location
3.93.7
3.10
prepared food
food that is delivered to a consumer where the expectation is that the food is going to be consumed without
extensive preparation and consumed shortly after arrival
3.113.8
3.12
food for later consumption
food that is delivered to a consumer where the expectation is that the food is going to be consumed without
extensive preparation and maycan be stored for some time and/or consumed shortly after arrival

3.133.9
monitoring
conducting a planned sequence of observations or measurements of control parameters to assess whether a
process is under control
ISO/DTR 31515:(en)
3.143.10
3.15
ready-to-eat
RTE
food in a form that can be safely consumed without additional preparation

4 General
4.1 Service types
On-demand food delivery service types are generally categorized into two types: direct-to-consumer (DTC)
delivery (e.g. direct delivery by restaurants to consumers) and third-party delivery (TPD) services (e.g.
platforms to consumers).
In the DTC model, the restaurant manages its own delivery service. Orders are placed directly at the
restaurant, and the restaurant handles the logistics of delivering the food to the customer.
ExampleEXAMPLE 1:  Pizza Companycompany D has its own delivery vehicles and technology, so customers
can order directly through an app or website. Company D handles the entire process, from taking the order to delivering
the pizza to the customer’s home.
Third-party delivery (TPD) services can be further categorized into integrated platforms where a third party
performs order management, payment processing, marketing, and even delivery, and separate platforms
where a third party only performs delivery.
ExampleEXAMPLE 2:  Company U receives a customer order and delivers it to the restaurant. The restaurant
receives the order details through an app or ordering system and delivers the food to the customer using Company U’s
delivery service or its own delivery team.
ExampleEXAMPLE 3:  Company DD employs its own food deliverers to pick up the food and deliver it to the
customers through communication with the restaurant. The restaurant only needs to prepare the food and does not need
to handle the delivery process.
Each service type has its benefits and limitations as it is shown from a) to c).
a) Direct to Consumer (DTC): delivery: These services are managed entirely by restaurants, giving them
complete control over the delivery process.
b) Third-party delivery (TPD) service model (integrated, order relay type): a third-party platform handles
ordering and delivery logistics in an integrated manner. This can be efficient and cost-effective, but can
lack service flexibility.
c) Third-party delivery (TPD) service model (decoupled, delivery only by a third party): Restaurants use
third-party delivery services without full integration, providing flexibility but potentially sacrificing
consistency.
The service types of on-demand food delivery are shown in Figure 1Figure 1.
ISO/DTR 31515:(en)
(a)                               (b)                               (c)

a) Direct to Consumerconsumer (DTC) delivery model

b) Third-party delivery (TPD) service model (integrated, order relay type)

c) Third-party delivery (TPD) service model (decoupled, delivery only by a third party)

Figure 1. — Service types of on-demand food delivery

4.2 Service process
The on-demand food delivery service is a process where an order is placed through an app, online, or by phone,
and then a food deliverer picks the prepared food or food for later consumption up at the restaurant and
moves to the delivery location to deliver it to the consumer. When delivering to the consumer, it can be
delivered face-to-face or non-face-to-face, and can indicate delivery completion or convey the delivery time.
4.3 Service checkpoints
4.3.1 Preparing food at restaurants
The following practices from a) to r) can be applied to ensure safe and hygienic handling of food during
delivery operations:
a) Conform with quarantine rules when entering a restaurant.
b) Disinfect and keep hands clean before starting a delivery.
c) Clean highly contaminated areas such as vehicle handles, steering wheels and transport equipment.
ISO/DTR 31515:(en)
d) Check in advance for foods with an expiration date.
e) Determine exposure limits for each food-handling temperature range (for example, refrigerated foods are
handled at room temperatures below 10 °C).
f) Use an appropriate and sufficient amount of refrigerant after cooling refrigerated and frozen foods to the
required temperature.
g) Deliver food in the same order as it was prepared, following the first-in, first-out (FIFO) principle where
possible.
h) Check that the delivery container, delivery vehicles and transportation equipment are suitable for
maintaining the required food temperature.
i) Check whether the delivery box is damaged or if cold air is leaking.
j) Use a temperature-controlled delivery container so that food quality is not affected.
k) Use packaging materials with insulation functions and clearly differentiate between refrigerated and
frozen foods.
l) When separate packaging is required, carry it out in a clean and temperature-controlled area.
m) Seal packages to prevent product damage and loss of cold air.
n) For reusable containers, check for contamination and sanitary conditions before use.
o) Display a warning message when dry ice is included.
p) Attach temperature caution labels and monitoring labels where necessary.
q) Regularly check, according to a set schedule, that the temperature meets the standards specified for food
labelling (for example, frozen foods at −18 °C, chilled foods at 0 °C to 5 °C).
r) Use various methods, such as optimizing delivery routes, to minimize delivery time and maintain food
quality.
4.3.2 Delivery
The following practices from a) to i) can be applied to ensure safe and hygienic handling of food during
delivery operations.
a) Disinfect and keep hands clean during delivery.
b) Check for contamination due to food leakage and similar causes.
c) Pre-cool the delivery box to the required temperature and check it prior to loading.
d) Minimize product temperature rise by loading products quickly.
e) Establish delivery times for chilled and frozen food products in bulk quantities to minimize rise in product
temperature.
f) Deliver food that requires temperature control and food or tableware that does not require temperature
control separately.
ISO/DTR 31515:(en)
g) Notify customers of the estimated delivery time and the time of arrival.
h) In case of non-face-to-face delivery, store the delivery in a place designated by the consumer, and choose
a place that is as hygienic as possible and where the temperature is maintained so that it does not affect
the quality of temperature-sensitive food.
i) Place temperature-monitoring devices in the delivery box or delivery vehicles, if applicable (for example,
cold-chain foods need tomust be stored within 0 °C to 5 °C).
4.3.3 After delivery
The following practices from a) to c) can be applied after delivery to support safe and hygienic handling of
food and related equipment.
a) Disinfect and keep hands and delivery boxes clean after delivery.
b) Take appropriate measures for defective products and for products that are discarded or returned.
c) Immediately report and document any defects in equipment or delivery boxes to a superior.
5 Qualification methods
5.1 General
It is important for restaurants and food delivery companies to establish and operate qualitative and
quantitative indicators in order to:
a) ensure food safety;
b) protect and enhance customer satisfaction through timely and high-quality delivery;
c) optimize operational efficiency and cost management;
d) leverage technology and innovation to improve service; and
e) address increasing concerns regarding sustainability and environmental impact.
See Annex AAnnex A for a user case of an on-demand food delivery company evaluating services using
quantitative and qualitative methods.
5.2 Quantitative methods
5.2.1 Examples of performance metrics for logistical activities
Food delivery services maycan objectively assess their overall logistics operations by quantitatively
measuring performance in terms of cost, accuracy, utilization, and timeliness. Using KPIs for evaluation
maycan provide visibility to minimize costs, reduce errors, correct accountability, and enhance last-mile
delivery efficiency.
Examples of KPIs &and metrics are a) through h).include:
a) Capacity utilization: dividing the available capacity of a vehicle by its total carrying capacity.
b) Complaint details: dividing the total number of complaints received by the total number of deliveries
made.
ISO/DTR 31515:(en)
c) Cost per mile: dividing the total cost by the total mileage for the given time and route.
d) Order accuracy: measured by dividing the number of deliveries that occurred without complaints by the
total number of orders delivered.
e) Time of delivery: averaging the total time delivered to complete every order .
f) Total time of service: averaging the total time taken to complete every order (Totaltotal of food
preparation time, waiting time from cooking to pick up, and delivery time from pickup to delivery to
consumer)).
g) Total mileage: drawing a comparison between planned mileage and the order's actual mileage.
h) Unnecessary stoppages: tracking the total number of stops that a vehicle makes while delivering a batch
of orders.
5.2.2 Examples of performance metrics for food product quality and safety
Examples of food product KPIs &and metrics are a) through h).include:
a) Average delivery time: calculated by dividing the total delivery time by the number of orders.
b) Cold chain failure rate: Number of cold chain br
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