What is the purpose of a Service Provider? It is customer satisfaction. This purpose has been stretched a little further to not only satisfy customers, but to exceed customer expectations– The Service Gold Standard. It is this Service Gold Standard that JUMIA FOOD has repeatedly fallen short of.
Some of the perks of online food orders and delivery are the speed, reliability, ease and convenience it affords customers: leisurely order your preference and await prompt delivery of your purchase. Failure to provide the perk is a disservice. In addition to a personal experience and existing negative reviews (some dating as far back as 2013) on the mediocre service culture of JUMIA FOOD, a recent report referred to The Critique Directory on the unduly long delivery time further buttresses the “sinful” nature of JUMIA FOOD. In this particular instance, delivery finally came through 3 hours after the order was placed! Worse still, this is a repeat “performance” with the characteristic apologies and save-face efforts when the customer requested status of her order. See below screenshots of the report
Adherence to the Service Gold Standard may not be the absolute lack of displeased customers or complaints (not impossible by the way), but the prompt management of the service gaps to ensure there is no repeat. It is just awful for a customer to predict your defence or usual passive apologies for the shabby service.
JUMIA FOOD sure deserves hard knocks for the poor service and scores 2/10 on the K’n’K wow-meter.
Hopefully, this free gift of feedback is cause for JUMIA FOOD to overhaul its system, improve on its entire service (possibly with a partiality for delivery time) and exceed our service expectations.
What’s been your experience: deserving of some hard Knocks or worthy of Kudos? Please share with us in the comments below.