사례 연구

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

India

Data Analytics

Services

Increase NPS, reduce partner attrition, and enhance engagement with Power BI dashboard for real-time tracking and complaint monitoring

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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