Consumers Understand the Value Behind Delivery Fees
New Flex/Harris Poll findings show Americans see app-based delivery fees as reasonable, and don’t view them as a top target for regulation.
A new Harris Poll commissioned by Flex shows that Americans increasingly value app-based delivery services and understand the fees that support them. Compared to other common consumer fees, delivery fees are viewed as more reasonable, more transparent, and less in need of government regulation. The findings also show that consumers are actively using fee information to make informed choices — a sign of a competitive marketplace that is working as intended.
More Americans Are Using Delivery Apps — and Finding Value in them
Third-party delivery has become part of everyday life for millions of Americans.
Today, 60% of Americans use a delivery app at least once a month, up from 55% in 2023. Among those users, 70% say delivery platforms provide high or moderate value.
Consumers say they enjoy using app-based delivery because it offers convenience, flexibility, and access to food and groceries when and where they need them.
60%
of Americans use a delivery app at least once a month
70%
say delivery platforms provide high or moderate value
Americans View Delivery Fees as More Reasonable Than Other Common Fees
Two-thirds of Americans say third-party delivery fees are reasonable. And they are more comfortable with them than with hotel resort fees, airline fees, or ticket surcharge fees.
Delivery Fees
66%
Hotel Resort Fees
58%
Airline Fees
57%
Ticket Surcharge Fees
51%
Nearly 8 in 10 say delivery fees and tips are reasonable charges for apps to include.
Among delivery app users, most also say fee descriptions are easy to understand.
Americans Do Not See Delivery Fees as a Priority for Regulation
Compared to other consumer fees, Americans place app-based delivery fees near the bottom of the list for government action.
Only 24% of Americans say delivery fees should be a top Congressional priority for new regulation — the lowest ranking among all fee categories tested.
Consumers also rank delivery fees below early termination fees and bank overdraft fees when asked which charges are the most unreasonable or problematic.
Early Termination Fees
39%
Credit Card Late Fees
38%
Bank Overdraft Fees
37%
Delivery Fees
24%
Consumers See Fees Clearly, and Make Their Own Decisions
Consumers are not blindly accepting fees. They are reviewing them, comparing options, and deciding what works best for them.
80%
80% of delivery app users say they have changed their mind about placing an order after seeing the total cost and fees.
52%
chose pickup instead of delivery
24%
switched to a competing app
These findings reflect a transparent and competitive marketplace where consumers have the information they need before making a purchase.
Transparency Builds Consumer Trust
Unlike many fees consumers encounter elsewhere in the economy, app-based delivery fees are disclosed upfront before a purchase is completed.
Consumers can see the full cost, understand what they are paying for, and decide whether the service provides value for them.
The findings reinforce growing public confidence in app-based platforms and business models built around transparency, flexibility, and consumer choice.
Survey Methodology
This survey was conducted online within the United States by The Harris Poll on behalf of Flex Association from May 8–12, 2026, among 2,083 adults ages 18 and older, including 1,217 adults who use third-party delivery apps at least once per month.
For complete survey methodology, including weighting variables and subgroup sample sizes, please contact Sayon Deb at sdeb@flexassociation.org.
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