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Enhanced Drive Thru Experience

Customers are unsatisfied with the stand-in cue for their orders, and are not aware of the estimated time of preparation, leading to dissatisfaction on both ends.

The company is facing a problem with customer dissatisfaction and ignorance regarding order status and preparation time, leading to reduced customer satisfaction scores and user acquisition.

As a product manager, the task is to implement solutions that address the problem and improve customer satisfaction scores and user acquisition rates.

The following actions were taken to improve the situation:

  1. One-tap ordering system: The company implemented a one-tap ordering system to simplify the ordering process for customers. This allows them to quickly and easily place their orders without having to wait in a stand-in cue.

  2. Geotagging for order status: To keep customers informed about the status of their orders, geotagging was implemented. This provides drivers with real-time information about the status of their orders, including the estimated time of preparation.

  3. Personalized home screen: The company developed a personalized home screen for customers, providing them with relevant recommendations based on their previous orders. This helps customers find what they are looking for quickly and easily.

 

The following outcomes were achieved as a result of these actions:

  1. Cut service time by 20%: The implementation of one-tap ordering and geotagging reduced the time it takes for customers to receive their orders by 20%.

  2. Improved CSAT score to 4+: The actions taken to address the problem led to an increase in customer satisfaction scores to 4+.

  3. Increased user acquisition by 25%: The implementation of the personalized home screen and simplified ordering process led to a 25% increase in user acquisition rates.

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