Research Objective

• A new food delivery company wished to understand consumer perceptions of online food delivery services in an Indian market.
• They needed to understand:
  • Why consumers choose online delivery services
  • Perceptions of online food delivery portals
  • Barriers to using online food delivery services
  • The competitive environment including expansions, new product launches
• They also needed to understand key drivers, challenges, and perceptions of pricing.

Scope & Methodology

• A structured questionnaire was designed to identify which food delivery websites consumers are using and why, and focused on key drivers, pricing, and trends in the online food ordering and delivery market.
• The target audience included students, self-employed people, homemakers, and service employees.
• Secondary data sources included news articles, company annual reports, a variety of websites, press releases, and other relevant, trusted documents.
• Key analyses included:
  • Understanding customer satisfaction with ordering and searching for specific food items
  • Identifying more suitable restaurant selections given the desired food item
  • Understanding desires for offers and discounts
  • Understanding concerns about on-time delivery needs and customer services
  • Understanding customer needs and wants for improving the online food ordering process.

Value Delivered

• Our expert analyses enabled the client to better understand customer desires in product offerings, customer satisfaction, and regional presence of all major food delivery competitors.
• Comprehensive findings and insights allowed them to make more strategic decisions grounded in data to facilitate the expansion of their business.

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