10 Delivery Companies NPS Customers, Support, Employees, App Insights

1. DELIVERY INDUSTRY
RESEARCH
Scheduling Worldwide by 4Service

2. Insights
C
• Complains from customers influencing the company
loyalty greatly
• Complaints from couriers influencing the delivery
time, efficiency and employee’s competence
• Only 30% of couriers got efficient help from support.
• Only 11% got timely help.
Support
• Rejection of a card
• 6 steps to make an order while the competitors
have 3-4
Complaints from the couriers:
• constant cash out error,
• reset of the timing,
• needs constant restarts,
• wrong location detecting.
App testing
• Customer’s efforts to receive the order are
higher then for competitors.
• The Customers received not polite, late
service.
• The Courier didn’t follow the required
quarantine measures (missing mask)
• The appearance of the employee was not
attractive (dirty clothes).
Customers
• The employees consider the bonus system
unfair. 45% of couriers are going to leave the
company after the quarantine time
• 70% of couriers are new, not well trained, don’t
care about the company’s reputation, are ready
to leave any time
• There are a lot of variants to cheat the company.
• At all stages of EJM, the great gap is waiting time
for the next step.
• Miscommunication between the departments
• The courier’s documents are not checked
thoroughly.
Employees
4testers,
polling
Mystery shopping,
Competitors checks,
SARAFAN
Internal mystery
investigations

3. Our 360° solution
C
Support
App testing
Customers
Employees
• Bonus system tracking of the main
competitors
• Monitoring of the courier’s feedback,
comments, experience, ways of cheating
sharing in social media, workplace chats
• Couriers satisfaction surveys
• Deep research on New Employee Journey
• Mystery shopping
• Competitors monitoring
• Price monitoring of the cometitors
• Mystery shopping calls and e-mails
• Sarafan as a tool for quick and efficient
method of work with customer’s and
courier’s feedback, requests, ets.
• 4testers services:
User Experience Testing
Quality Assurance Testing
Social Media Research
Competitor research

4. Employee’s satisfaction
survey

5. Parameters
of the research
Fieldwork period: April 2020
Geography: Europe and USA
Research type:
Amount or respondents:
Mystery shoppers profile: Couriers of the delivery companies
CAWI (online poll)
40 employees
Delivery companies: 10 companies

6. Profile of the current courier
37%
36%
27%
Is it the only one job you currently have?
Yes it's the only job
Yes, this is the only job, I work for
several delivery companies
No, I combine with work for taxi
company
No, I combine with other job
20%
50%
10%
10%
10%
Why did you start working as a courier?
I worked in a taxi company, a partner
suggested to switch or combine work for
delivery company
Due to COVID19, it has become more
profitable to work in delivery service
At the main job I was cut, I found an
alternative job
At the main job the salary was reduced, I
found an alternative job
It is my second job
I worked in delivery company before
70%
20%
10%
How long have you been working as a courier?
1-2 month
2-6 months
6-12 months
More than a year
More than 2 years
More than 3 years

7. Company choosing and further plans
55%
36%
9%
When the situation in the world stabilizes, will you
continue cooperation with this delivery company?
Yes
No
Not sure
27%
53%
20%
How much time do you have to wait for the
reply ?
Available workload (number of
possible orders)
Salary, bonuses
If the company hears its
employees and responds to their
complaints / requests
55%
9%
18%
9%
9%
What are the main drivers that determine your choice of
a delivery company for cooperation?
Fix rate and bonuses are higher than
in other companies
The registration process in the
company is easier than in others
There was no other choice, I do not
know other companies
Prestige and reliability of the company
Brand / company recognition,
confidence that orders will be stable
Working conditions, compensation in
case of force majeure situations
The attitude of the company to its
employees, "you can be heard"

8. Employee’s satisfaction rate
9%
18%
54%
18%
How satisfied are you with the timely payment of
salary?
Completely dissatisfied
Rather not satisfied
Both satisfied and not satisfied
Rather satisfied
Totally satisfied
55%
9%
27%
9%
How satisfied are you with amount of bonuses?
Completely dissatisfied
Rather not satisfied
Both satisfied and not satisfied
Rather satisfied
Totally satisfied
27%
46%
18%
9%
How are you satisfied with your salary?
Completely dissatisfied
Rather not satisfied
Both satisfied and not satisfied
Rather satisfied
Totally satisfied
36%
46%
What do you value most in working with the
company?
Fix rate
Free work schedule
The possibility of additional
earnings

9. Support
30%
10% 10%
20% 20%
10%
1 2 3 4 5 6 7 8 9 10
Rate how effectively the support helped you
45%
11% 11%
22%
11%
1 2 3 4 5 6 7 8 9 10
Rate how quickly the support helped you
«In 90 percent of cases I have to
wait. Email responses are received
in 3 days as minimum»
«They asked to call the client and
solve the problem with them
directly.»

10. Employee Journey Map

11. EVENT TRAINING STAGE
UPLOADING THE
DOCUMENTS
WAITING FOR THE
COMPANY DECISION
RESULTS
Easy to find a partner for
cooperation. The
registration is easy and
not time-confusing
The training process was
easy and useful.
No problems with
uploading the
documents
The documents are not
checked
Receiving the needed
accessories, activation of
the account.
Multiple staged process
EMPLOYEE
EFFORT 1 3 3 4 3 4
EMOTION
PAIN POINTS
EMPLOYEE JOURNEY MAP
SIGNING THE CONTRACT
WITH PARTNER.
REGISTRATION
VIA LINK
PERSONAL VISIT
TO THE OFFICE
OVERALL
IMPRESSIONS
• No e-mail that the
documents were well-
received and are at
the stage of
verification
• No e-mail about the
waiting time
• I made a mistake when
choosing a partner, no
one noticed. The
documents are not
checked thoroughly.
• The confirmation
letter about register
process completion
wasn’t received
immediately.
• The confirmation
letter was received
when I already
worked as a courier.
• I had to wait for a
second letter for
uploading the
documents for 3 days.
• The account supposed
to be activated within 1
day. Often it takes
more time. The PIN
number is received,
but the account is not
active.
• The departments don’t
communicate with each
other. One stage may be
struggling while the next
one is finished
• Common data base of
employees and Clients.
• After each stage waiting
time is needed and in
most cases there is no
notification about this.

12. Customer Journey Map

13. Parameters
of the research
Fieldwork period: April 2020
Geography: Europe and USA
Touch Points:
Participants: Randomly selected shoppers
(man/women from 22 to 45 years
old) who have not previously used
the app
Delivery companies: 10 companies
• Search and download
• Acquaintance with the
site
• Using
• Product Order
• Delivery
• Service
• Appearance

14. RATING OF THE DELIVERY SERVICES
Delivery
Company 1
Delivery
Company 2
Delivery
Company 3
Delivery
Company 4
Delivery
Company 5
Delivery
Company 6
Delivery
Company 7
Delivery
Company 8
Delivery
Company 9
CES: 1 CES: 1,1 CES: 1,2 CES: 1,4 CES: 1,5 CES: 1,6 CES: 1,7 CES: 2,1 CES: 2,3
NPS:100% NPS:100% NPS:100% NPS:50% NPS:50% NPS:25% NPS:25% NPS:0% NPS: -50%
Influence on NPS:
Fast delivery time.
Easy to order dishes
and easy to receive it.
Polite and tidy courier,
appearance was
according to the latest
demand.
User-friendly APP.
Influence on NPS:
User-friendly APP,
easy to use and
understand.
The courier was very
polite and
approachable.
Courier appearance
was according to the
latest demand
Influence on NPS:
Convenience, Friendly
Support and Wide
coverage.
Influence on NPS:
Easy to make order.
Intuitive APP.
Influence on NPS:
User-friendly APP.
The products were
without damages, in
a good shape, and
that the order came
more quickly than
estimated.
Influence on NPS:
Fast delivery time.
Influence on NPS:
Fast delivery time.
Option to pay with
Visa and PayPal.
Wide range of places
from where you can
make an order
(restaurants, grocery
shops, sweet shops
etc)
Influence on NPS:
Problems with
payment.
Service from the
company.
Influence on NPS:
Damaged products.
Courier did not act
according to the latest
requirements in the
country .
Very complicated
APP.
Pain points:
No information about
the “Average delivery
time” before you
confirm order.
Pain points:
No call to confirm my
order.
Pain points:
Average number of
steps – 7.
No call to confirm my
order.
Pain points:
Courier appearance
was not adhered to the
rules (no mask and
gloves).
Order was left by door
and courier did not wait
until someone pick up
it.
Pain points:
The expected time
and delivery time
were different.
Average number of
steps – up to 9.
Courier did not
adhere the rules (no
mask, no gloves, no
distance)
Pain points:
Order was left by
door and courier did
not wait until
someone pick up it.
GPS in the APP
brought courier to
the completely
wrong location.
No call to confirm my
order.
Pain points:
Average number of
steps – 12.
Courier appearance
was not adhered to
the rules (no mask
and gloves).
Pain points:
Reject valid card and
had to pay by cash.
Courier appearance
was not adhered to
the rules (no mask).
Courier was rude and
late.
Pain points:
No call to confirm my
order.
Was not clear how to
start ordering. No
visible block how to
reach support.
Products were
damaged.
Courier appearance
was not adhered to
the rules (no mask
and gloves).

15. EVENT
ACQUAINTANCE
WITH APP
USING THE APP PRODUCT ORDER
RESULTS
Easy to find and
download
Interface is pleasant,
information well
organized,
comfortable
combination of
background and text
Has all the functions
and capabilities I
expect it to have.
Extremely easy to
use and did not need
any extra help
Easy to make an
order, very intuitive
No problems with
delivery
The expected service
was received
Adhered to the rules:
wearing masks,
gloves and kept
distance
CUSTOMER
EFFORT 1 1 1 2 1 1 1
EMOTION
PAIN
POINTS
APP ORDER COURIER
SEARCH AND
DOWNLOAD DELIVERY PROVIDED SERVICE
APPEARANCE
ACCORDING TO
THE LATEST
DEMAND
• I expected for a call
to clarify and
confirm the
request, but
nobody call
• Average number of
steps – 4
Delivery Company 1

16. EVENT
ACQUAINTANCE
WITH APP
USING THE APP RODUCT ORDER
RESULTS
Easy to find and
download
Interface is pleasant,
information well
organized,
comfortable
combination of
background and
text
Has all the functions
and capabilities I
expect it to have.
Extremely easy to
use and did not
need any extra help
Easy to make an
order, very intuitive
No problems with
delivery
The expected
service was received
Not adhered to the
rules
CUSTOMER
EFFORT 1 1,4 1,5 3 1 1 3
EMOTION
PAIN
POINTS
.
APP ORDER COURIER
SEARCH AND
DOWNLOAD
DELIVERY PROVIDED SERVICE
APPEARANCE
ACCORDING TO
THE LATEST
DEMAND
• I expected for a
call to clarify and
confirm the
request, but
nobody call
• Too many steps
to make order up
to 12
• A courier kept the
required distance
but was without
gloves and mask
(I think it was just
to weather
conditions, it was
raining). But this
was a little scared
for me
Delivery Company 2

17. EVENT ACQUAINTANCE
WITH APP
USING THE APP PRODUCT ORDER
RESULTS
Easy to find and
download
Interface is pleasant,
information well
organized,
comfortable
combination of
background and text
Simple to use, has all
the functions and
capabilities I expect
it to have. User-
friendly
Easy to make an
order, very intuitive
No problems with
delivery
The expected service
was received
Not adhered to the
rules
CUSTOMER
EFFORT 1 1,7 2 3 1 3 3
EMOTION
PAIN
POINTS
APP ORDER COURIER
SEARCH AND
DOWNLOAD
DELIVERY PROVIDED SERVICE
APPEARANCE
ACCORDING TO
THE LATEST
DEMAND
• I expected for a call
to clarify and
confirm the
request, but
nobody call
• Average number of
steps – 6
• System rejected my
card but it is valid
• A courier kept the
required distance,
had gloves but
was without
mask
• Courier was not
polite
• Was late
Delivery Company 3

18. EVENT
ACQUAINTANCE
WITH APP
USING THE APP PRODUCT ORDER
RESULTS
Easy to find and
download
Interface is pleasant,
information well
organized,
comfortable
combination of
background and
text
Simple to use, has
all the functions
and capabilities I
expect it to have.
User-friendly
Easy to use, but I need
some time to
understand how it
works
Problems with
product safety
The expected
service was received
Not adhered to the
rules
CUSTOMER
EFFORT 1 1,6 1,3 3 3 3 3
EMOTION
PAIN
POINTS
APP ORDER COURIER
SEARCH AND
DOWNLOAD
DELIVERY PROVIDED SERVICE
APPEARANCE
ACCORDING TO
THE LATEST
DEMAND
• I expected for a call to
clarify and confirm
the request, but
nobody call
• Average number of
steps – 5
• As a new user I was a
bit uncomfortable
and I can not
understand how to
start order creation
• No visible online
support
• Courier was not
polite
• Was late
• Products were
damaged
• A courier kept the
required distance
but was without
gloves and mask
This was a little
scared for me
Delivery Company 4

19. EVENT
ACQUAINTANCE
WITH APP
USING THE APP PRODUCT ORDER
RESULTS
Easy to find and
download
Interface is pleasant,
information well
organized,
comfortable
combination of
background and text
Simple to use, has
all the functions and
capabilities I expect
it to have. User-
friendly
Easy to make an
order, very intuitive
No problems with
delivery
The expected service
was received
Not adhered to the
rules
CUSTOMER
EFFORT 1 1,5 1,4 3 1 1 2
EMOTION
PAIN
POINTS
APP ORDER COURIER
SEARCH AND
DOWNLOAD
DELIVERY PROVIDED SERVICE
APPEARANCE
ACCORDING TO
THE LATEST
DEMAND
• I expected for a
call to clarify and
confirm the
request, but
nobody call
• Average number
of steps – 5
• A courier kept
the required
distance, had
mask but was
without gloves
Delivery Company 5

20. EVENT
ACQUAINTANCE
WITH APP
USING THE APP PRODUCT ORDER
RESULTS
Easy to find and
download
Interface is pleasant,
information well
organized,
comfortable
combination of
background and text
Simple to use, has
all the functions and
capabilities I expect
it to have. User-
friendly
Easy to make an
order, very intuitive
No problems with
delivery
The expected service
was received
Adhered to the rules:
wearing masks,
gloves and kept
distance
CUSTOMER
EFFORT 1 1,4 1,3 2 1 1 1
EMOTION
PAIN
POINTS
APP ORDER COURIER
SEARCH AND
DOWNLOAD
DELIVERY PROVIDED SERVICE
APPEARANCE
ACCORDING TO
THE LATEST
DEMAND
• I expected for a call
to clarify and
confirm the
request, but
nobody call
• Average number
of steps 7
Delivery Company 6

21. EVENT
ACQUAINTANCE
WITH APP
USING THE APP PRODUCT ORDER
RESULTS
Easy to find and
download
Interface is pleasant,
information well
organized,
comfortable
combination of
background and text
Simple to use, has all
the functions and
capabilities I expect
it to have. User-
friendly
Easy to make an
order, very intuitive
Information does not
correspond to reality
The expected service
was received
Not adhered to the
rules
CUSTOMER
EFFORT 1 1,5 1,2 1,5 1 1 3
EMOTION
PAIN
POINTS
APP ORDER COURIER
SEARCH AND
DOWNLOAD DELIVERY PROVIDED SERVICE
APPEARANCE
ACCORDING TO
THE LATEST
DEMAND
• Average number of
steps 5
• A courier did not
keep the required
distance, not
always had mask
and gloves
• The expected time
and actual delivery
time were different
Delivery Company 7

22. EVENT
ACQUAINTANCE
WITH APP
USING THE APP PRODUCT ORDER
RESULTS
Easy to find and
download
Interface is pleasant,
information well
organized,
comfortable
combination of
background and text
Simple to use, has all
the functions and
capabilities I expect
it to have. User-
friendly
Easy to make an
order, very intuitive
Information does not
correspond to reality
The expected service
was received
Not adhered to the
rules
CUSTOMER
EFFORT 1 1 1 1,5 1 1 1
EMOTION
PAIN POINTS
APP
ORDER COURIER
SEARCH AND
DOWNLOAD
DELIVERY PROVIDED SERVICE
APPEARANCE
ACCORDING TO
THE LATEST
DEMAND
• Average number
of steps 4
• Mark for an "Average
time to deliver the
food". Some
restaurants take
more time to make
the dish. It would be
nice to know before
the order placement
what is the average
time to wait for a
delivery (cooking a
dish)
Delivery Company 8
APP

23. EVENT
ACQUAINTANCE
WITH APP
USING THE APP PRODUCT ORDER
RESULTS
Easy to find and
download
Interface is pleasant,
information well
organized,
comfortable
combination of
background and text
Simple to use, has
all the functions and
capabilities I expect
it to have. User-
friendly
Easy to make an
order, very intuitive
Information does
not correspond to
reality
The expected service
was received
Not adhered to the
rules
CUSTOMER
EFFORT 1,5 1,5 1,5 1,5 3 1 1
EMOTION
PAIN
POINTS
APP ORDER COURIER
SEARCH AND
DOWNLOAD
DELIVERY PROVIDED SERVICE
APPEARANCE
ACCORDING TO
THE LATEST
DEMAND
• Average number
of steps -4
• GPS in the app
brought him to a
different location
• Delivery was fast,
but the courier
left the order
under the door
not waiting when
someone will pick
up.
Delivery Company 9

24. EVENT
ACQUAINTANCE
WITH APP
USING THE APP PRODUCT ORDER
RESULTS
Easy to find and
download
Interface is pleasant,
information well
organized,
comfortable
combination of
background and text
Simple to use, has all
the functions and
capabilities I expect
it to have. User-
friendly
Easy to make an
order, very intuitive
Information does not
correspond to reality
The expected service
was received
Not adhered to the
rules
CUSTOMER
EFFORT 1 1 1,5 1,5 3 1 1
EMOTION
PAIN
POINTS
APP ORDER COURIER
SEARCH AND
DOWNLOAD
DELIVERY PROVIDED SERVICE
APPEARANCE
ACCORDING TO
THE LATEST
DEMAND
• Average number
of steps -5
• Delivery was not
pleasant. orders
were left at the
door and fled. No
face mask, no
gloves on hand at
the time of
delivery.
• A courier did not
any mask on her
face and no
gloves on her
hands
Delivery Company 10