We empowered a leading food delivery player to improve customer experience with impact analysis and SOP change
Consumer Goods
The Results
The Challenge
The client is a leading food delivery and quick commerce (Q-Commerce) platform in India, serving over 100 million customers and generating $900 million in revenue. They are transforming the industry through innovative technology and a strong commitment to customer satisfaction.
The client faced challenges in ensuring the accuracy of food orders delivered through its platform. Incorrect orders handed over to delivery executives by restaurant partners led to a rise in customer complaints and a decline in overall order ratings.
The absence of a centralised tracking system further exacerbated the issue by limiting visibility into order handovers and making it difficult to identify and resolve discrepancies. To address these challenges, the client sought to assess the impact of reforming its Order Handover Standard Operating Procedure (SOP) to reduce incorrect deliveries and improve customer satisfaction.
The Solution
1 Pre-Post Analysis to asses impact
To address the challenge, we adopted a structured pre- and post-analysis approach to evaluate the impact of the proposed SOP reform. The solution introduced QR code scanning during the order handover process from restaurants to delivery executives. A one-month pilot was conducted with selected restaurant partners to measure the effectiveness of the new process.
During the pilot, restaurants were grouped into different cohorts based on their level of compliance with the revised SOP and the type of Kitchen Order Ticket (KOT) system they used (handwritten or POS-based). We then evaluated key performance and success metrics across these cohorts to measure the reform’s effectiveness and identify opportunities for further optimisation.
Dashboarding
To facilitate ongoing monitoring and analysis post-scale-up, we developed a robust dashboard. This dashboard provides a clear and concise view of various metrics related to the reform’s impact. It offers insights at multiple levels, including city, brand, restaurant, and KOT type, enabling stakeholders to track performance effectively and make informed decisions.
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