What are the key Metrics to measure the performance of a company in food delivery business and how can we improve the ones related to churn rate?

Company’s related to food delivery business is uber eats,Zomato,swiggy.

Customer segmentation:- There are 3 key personas involved in this.

1.customer(who orders food)

2.delivery boy(who delivers food)

3.restaurants (so prepare food)

It’s very important to understand the context of churn rate.so for that reason I will ask some clarification question:-

1.for which persona we are referring churn rate? Are we talking about customers, delivery boy or restaurants.

From customers point of view it could be as % of people who have left ordering from our platform.

From delivery boy point of view it could be as % of people who have left delivering food from our platform.

From restaurants point of view it could be as % of restaurants who have left supplying food from our platform.

Let’s we are talking about customers.

Metrics:-

1.# of orders made.

2.# of orders delivered on time.

3.# of orders completed with 5 * rating.

4.# of orders completed with 1 * rating.

The most important metrics for reducing churn rate is 3, 4 and 2. If our customer is getting value then he would stick to our platform.

Pain points:-

1.he did not get food on time.

2.the food was not tasty.

3.different food was delivered.

4.he finds overwhelming while choosing food or resaurants.

Solution:-

1.make sure that our estimation algorithm is working fine if not then update it.

2.remove the food or the restaurant having very poor rating.

3.make sure the right food is delivered.

4.use AI/ML techniques to use previous data to recommend food or restaurants.