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 expectationsThe 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.

9 thoughts on “K’N’K REVIEW: JUMIA FOOD”

  1. Used to be a very good customer but now I don’t make orders any more. Their service is just appalling! I had so many issues ranging from timeliness of delivery to the state in which the food is delivered. This one time, I ordered beans from Ghana high through these guys and when it got to my office,I discovered that the delivery guy had mishandled the food and spilled the oil all over the order! And you know how oily ewa aganyin can be! He didn’t even feel sorry about it. I just asked him to take it away.

    Then the customer service called a few days later after I made my complain to offer me a meager 1000 coupon that would involve me paying for delivery! That’s when I gave up and I concluded that these guys just don’t get it.

    May God help us…

  2. Great job, KnK. You are really empowering the customers and making the Service Providers sit up. Long overdue in our environment. Let the balanced critiques keep pouring in. I enjoy every bit of your write up. 👍👍👍

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