Information loss in the service sector and impact on customer's experience

Before #Covid19 situation, I ordered food from online food aggregators.

The order delivery timeline change from 30 minutes to 58 minutes due to surge in demand and received a call from customer care executive for order’s delay

Further delay in delivery due to a problem in delivery boy bike but he assured me that he is doing his best to deliver my order earliest

The delivery boy came and handed over food and requested me to support him so that he will not face pay cut (due to late delivery)

Finally, it was time to celebrate but what we got overcooked/burnt food. Called customer care executive for burn food,

he was less pleased as before delivering the food, Somehow, CC has ready to return the money but he can return only 50% money as per company policy.

As a consumer, what I have received?

·      Poor service,

·      Loss of money,

·      Loss of time

·      Spoiled weekend

Do you think it is worth to retake services from this platform? certainly not and probably, I will recommend others not to use this platform.

As a consumer, My contribution to the revenue of the company is very low but the problem of the operation's ecosystem will amplify with time and effect at a larger scale.

As a company, what did they get? Customer executive good rating for handling customer before delivery and after delivery as able to satisfied customer up to some extent. Excellent rating for the delivery boy on humanity basis and 50% profit as they will not give a pay a single penny to the restaurant due to bad food and will only give 50% to the consumer due to company policy. Also, there is a very high chance that this transaction may unnoticed in their improvement program as everyone has increased the timeline but got good customer rating.

In our case, we analyse and found that the CC has bound to follow finance policy which is drafted keeping revenue maximization model in the view instead of customer satisfaction.

Most of the time, Service industries have unable to recognize that the consumers are not bothering for organization internal problem.

They experienced the service and make a decision for a future transaction.

Most of the time, The consumers will leverage technology enhancement and switch to a new partner wherever switching cost is low or strategically moved to new partner wherever switching cost is very high.

The firms should focus on the internal problems of the organisation and need to address a single incident. Moreover, the firms should design a customer-centric culture with the integration of all functions in the organization.