We helped leading Food Delivery and Quick Commerce brand increase orders through increased partner restaurant ratings

The customer is a leading food aggregator connecting restaurants with more than 100 million customers across the continent and generating $900 million in annual revenue.

The client faced challenges with its monthly payout process and standard operating procedures (SOPs), which contributed to restaurant partner attrition and lower Net Promoter Score (NPS). A key issue was the non-collaborative deduction process for customer complaints, which negatively impacted partner satisfaction.

ADA helped redesign the SOP by addressing partner concerns through a more equitable gratification process. The solution also included a Power BI dashboard that provided real-time performance tracking and monitoring of key complaint metrics, including viewing rates, response rates, and gratification acceptance.

These strategic improvements resulted in a 7% increase in NPS, a 3% reduction in partner attrition, and stronger engagement with the revised SOP.

ADA designed a data-driven Strategic Pricing Solution that replaced broad, one-size-fits-all promotions with precise, behaviour-based incentives aligned with the client’s growth and profitability objectives.

The solution began with an analysis of historical order data, customer lifetime value, and price sensitivity to identify meaningful behavioural segments. Customers were then grouped into frequency-based and value-based cohorts, enabling tailored cashback strategies that encouraged faster repeat purchases while optimising incentive spend.