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

Data & AI
Data Analytics
India
Services

We helped a leading Food Delivery and Quick Commerce brand revise their Standard Operating Procedures (SOP) to improve their NPS and reduce partner attrition rate​

We helped a leading Food Delivery and Quick Commerce brand revise their Standard Operating Procedures (SOP) to improve their NPS and reduce partner attrition rate​.

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The Results

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The Execution

The customer is a leading food aggregator connecting restaurants to over 100M customers across the continent, generating $900M in revenue.​

The client faced challenges with its monthly payout protocol and SOP, which led to restaurant partner attrition and lower NPS, partly due to non-collaborative deductions for customer complaints.​

ADA helped to revamp SOP by addressing partner concerns with a restructured SOP for equitable gratification practices and a Power BI dashboard for real-time performance tracking and monitoring complaints such as viewing rates, response rates and gratification acceptance.​

The strategic changes resulted in a 7% increase in NPS, a 3% decrease in partner attrition, and improved engagement with the revised SOP.​

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