Understanding the customer journey to drive loyalty at Delivery Hero

Delivery Hero, the company behind restaurant delivery brands such as Hungry House, drilled down into not only the consumer’s experience, but the drivers’ and restaurants’ in order to smooth the journey and ensure loyalty.

Businesses often amass large volumes of data without really knowing what they're going to do with it all and the digital era, with its ever-growing number of platforms and devices, has exacerbated the situation. Delivery Hero, the world's largest online food delivery business, was no different. It has 150,000 restaurant partners in more than 40 countries and was carefully tracking its NPS scores but no-one was quite sure why.

Delivery Hero brands:

Source: Delivery Hero

So when Sebastian McClintock joined the firm in April 2017, it was his mission to change all that. "We needed to understand what...

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