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Case Studies

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​.

‍

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.​

▲3%

Increase in platform level restaurant ratings

▲70%

Of restaurants observed improved restaurant ratings

▲0.5%

OPD (Order per day)

~200 increase
Increase in Revenues

Contents

Case Studies

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

Data & AI
Data Analytics
India
Services

The Challenge

M1 needed to rethink how customers pre-ordered the Samsung Galaxy S25. The traditional experience of long queues, complex forms, and multiple customer service calls wasn't delivering the seamless journey their customers expected from a leading Singapore telco.

What we have achieved

~200 increase
Increase in Revenues

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​.

‍

The Results

{{stats-component}}

‍

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.​

▲3%

Increase in platform level restaurant ratings

▲70%

Of restaurants observed improved restaurant ratings

▲0.5%

OPD (Order per day)

Contents

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Browse our work
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Driving New Customer Acquisition for OCBC Malaysia's 360 Savings Account

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We achieved victory with an outcome-based model for TMRW by UOB's through 35% weekly surge in new user acquisition

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We helped a leading Food Delivery and Q-Commerce brand monetize brand insights​

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We helped a leading Food Delivery and Quick Commerce brand expand business and increase orders

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