customers have faced unpleasant experiences ordering food online: Velocity MR

customers have faced unpleasant experiences ordering food online: Velocity MR

In a recently concluded study by Velocity MR to assess online food delivery experiences and challenges faced by online food ordering apps/websites in the marketplace, it appears 40% of the customers ordering food online have had unpleasant experiences at some point or the other. The study which covered a total sample size of 2,436 respondents included key Indian metropolises including Mumbai, Delhi, Bangalore, Kolkata, Hyderabad, Chennai, & others.

Adds Jasal Shah, Managing Director & CEO of Velocity MR, “The meaning of food tech has evolved over the years. Earlier, it referred to food processing and the technology used for its manufacturing. With evolving technology, the way millennials consume and perceive food has witnessed a huge shift for the better ensuring better play through quality, options, and efficiency. Food tech, as a result, has evolved into the entire process of food ordering and delivery while focussing on the comfort, convenience, quality and affordability factors.”

The Indian online food ordering market is expected to touch $17.02 billion by 2023. It is estimated to grow at a whopping 16% annually and is expected to be bigger than e-commerce in India. The growth in the online food ordering market can be attributed to various factors, starting with changing lifestyles, faster adoption of technology, an increasing number of women now joining the working population and increased adoption in Tier 2 cities in a vast country like India. However, this is not free from its share of pitfalls.

Adds Jasal Shah, “Even though food tech platforms are focussed on building customer satisfaction, in reality, it would not be possible to maintain this at all times considering the nature of the business. This prompted us to conduct this study to analyze the challenges faced by online food ordering apps/websites and its customers in the marketplace.”