As Careem NOW plans to take on Foodpanda in the home food delivery business, consumers have some advice for them, we hope they’re listening.
Although Foodpanda was first in the business of home food delivery services, the state of the art online ordering system encountered some glitches. Customers can get brutal when they’re hungry, hence they resort to Twitter to vent their frustration. We’re hoping Careem NOW was listening. Here are 5 things we need to fix as they launch the service.
1. Service vs Discounts?
Foodpanda has focused on handing out discounts which is a by product of a good service. FIRST, ensure you are delivering top service and THEN resort to tempting your customers with discounts. This is not us, but Twitter talking:
The service has been labelled as ‘pathetic’ … to customers requesting that they should ‘close shop’ in Pakistan as they have been trying to order since over an hour without success.
2. Human Factor Missing
It’s great to have a digital platform and an online ordering system. But do remember that your customer still needs a human connection. Service is about people at the end of the day.
Customers complain that its hard to contact Foodpanda … too many technical problems.
3. Changing App Location
Have you ever tried this one? It might never happen!
4. Recovery of Wrongly Billed Amounts
“Foodpanda is literally the worst thing to happen … I was charged on my card and didn’t receive food (the amount was never reverted either…” writes Umar H. Khan on Twitter
5. Aaaand … The App Crashes!
Last but not the least. How do you order when the app keeps crashing?
The market for Food Delivery Services in Pakistan has great potential. Users love to be able to order what they want, when they want, and pay at home. Consumers are looking for solutions that work and that keep them happy.
If Careem NOW is listening, they should know that customer loyalty cannot be bought with money-off coupons. But rather, with careful planning to streamline the ordering process. From the moment a customer picks up the phone, till he/she receives the order at home, you must ensure quality services.
And finally, is competition what Foodpanda needed? Now that they know there is a big(ger) player in the game, will they up their game too? Foodpanda already has a headstart in the market – an established customer base – where Careem starts from scratch in the food delivery market. It will be interesting to see who will take the lead now? And do they have a game plan yet? We’re about to find out!
This article is the collaboration effort of several members of Team FUCHSIA.