We helped leading Food Delivery and Quick Commerce brand increase orders through increased partner restaurant ratings
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.
ADA designed a data-driven Strategic Pricing Solution that replaced broad, one-size-fits-all promotions with precise, behaviour-based incentives aligned to the client’s growth and profitability goals.
We began by analysing historical order data, customer lifetime value, and price sensitivity patterns to identify meaningful behavioural segments. Customers were then grouped into frequency-based and value-based buckets, enabling tailored cashback strategies that encouraged faster repeat purchases without overspending on incentives.
