Talking on the phone is the most painful form of conversation for me. The sound quality is often awful, due to the ambient noises picked up by phone, which occurs particularly often for busy restaurants. You don't know if the other side has heard you because you can't see them and there's no visual signal, so there's more back and forth, prolonging the pain. Since you are ordering via the phone, you have to pay by reading out your credit card number. People sometimes hesitate, and you don't know if it's a bad connection, or if they have just paused......
So yeah, I'd gladly pay a bit more to order via an app. When I'm ordering delivery, I'm already paying premium on that day anyway, the margin of which is way higher than 20%, so I might as well go all the way and avoid dealing with something I don't like.
If I'm not using an app, I'd rather run a mile to make the order in person, than make a phone call.
So yeah, I'd gladly pay a bit more to order via an app. When I'm ordering delivery, I'm already paying premium on that day anyway, the margin of which is way higher than 20%, so I might as well go all the way and avoid dealing with something I don't like.
If I'm not using an app, I'd rather run a mile to make the order in person, than make a phone call.