Food Delivery Service
Improvement Recommendations
Assumptions
Definitions
Recommendations
Further Explorations
Data Analysis
Customers
Merchants
Dashers
Agenda
Assumptions
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Each consumer, restaurant
and driver are assigned an
ID to identify them
If Driver at Restaurant time is blank, initial driver failed to deliver order
A "regular" customer averages at least 2 times per week
Delivery service pays for all refunds
Finding a driver and location distance are not an issue for delivery time
Each row of information is related to 1 transaction
Definitions
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Not Repeat Customer
Only 1 order
Repeat
Customer
2-8 orders
Regular
Customer
used 8 times or more in a month
Low Quality Restaurant
Order
Issue
10% or higher
refund rate
delivery time over 3 hours or a refund was involved
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Data Analysis- Customers
Customer Type
Avg. Delivery Time by Customer Type
Percentage of Order Issues
51% of customers only used the service 1 time
Customers with only 1 order had a higher rate of issues
Non repeat customers had longest average delivery time
Data Analysis- Dashers
Order Size vs. Tip Size Comparison
Order Total ($) by Week
25% of deliveries had a Dasher No-show to Restaurant
Customers tipped better when they received their order faster, but still only 7%
Sales increased each week of the month
Data Analysis- Merchants
Percent of Orders with Refunds
by Merchant
Order Size and Orders by Total Sales for Merchants
1.75% of customers who didn't use Delivery Company again ordered from a restaurant that has a 10% or higher refund
26% merchants had a 10% or higher refund rate
87 merchants had less than 10 orders
Recommendations
If order delivery duration is over 3 hours, refund the order and give gift certificate for 1 additional order
With a rate of return that is less than half and a higher issue rate with the first order, give customers a good experience to create return business in the future
Analyze merchants who had less than 2 orders per week to see if it makes sense for merchant and Doordash
Give bonus to merchants with no refunds during monthly or quarterly period
Create pop-up screen after order is delivered to increase tip
The average order is $49.45 with an average tip of %3.70. Encourage customers to give larger tips to reduce dasher no-shows at the restaurant.
The order accuracy and duration affected the return of customers. Incentivize the merchant to increase order accuracy to reduce the chances of a bad customer experience.
Further Explorations
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Does time from restaurant pick up order to driver picking up order length have to do with driver taking a while or restaurant taking a while?
When did the customer originally expect the order vs. when did it arrive?
Did the user rating give insight into who only used the service once?
How many orders does a restaurant need to receive to make it a profitable partnership?