How quickly you are able to make a customer's order and get it into their hands is critical to customer satisfaction and retention.
- Glossary Of Terms
- What Are Our Service Goals?
- Customers See A Difference
- Timeline Of Service
- Understanding eADT
- This chart breaks down and defines what factors into est. Average Delivery Times
- Safety Is #1
- % Singles
- Extreme Deliveries
Glossary Of Terms
What Are Our Service Goals?
Customers See A Difference
We know once an order has been out of the oven for more than 20 estimated minutes, the customer's experience starts diminishing.
And the longer a customer's order has been out of the oven, the more likely they are to consider our pizza as "Delivery," no longer considering it to be "Fresh."
And at 45 estimated minutes, they consider our pizza "Old," "Flat" and "Sunken." At this point, there is a brand damaging experience.
Timeline Of Service
Understanding eADT
This chart breaks down and defines what factors into est. Average Delivery Times
Safety Is #1
Estimated Average Delivery Time uses Bing mapping to estimate time it should take the delivery driver to complete the delivery. Actual drive time on the road has no impact on the calculated ADT estimate. There is nothing a driver can do to hurt or improve estimated ADT. Delivery personnel should always drive safely and observe all applicable traffic laws when operating a motor vehicle for business purposes.
NOTE: Time on the road has no impact on these new metrics. We use Bing maps to estimate time on the road. There is nothing the delivery driver can do to help or hurt the Estimated Average Delivery Time. Always drive safely on the road.
% Singles
Taking more than one order per run means that some of your customers won't receive as fresh of a product. This means that the pizza will be less fresh if it's taken as the second order in the run, than if it was taken straight from the store to your customer.
Additionally, a continued focus on taking more singles will help you achieve your ADT goals.
Extreme Deliveries
A store can quickly lose customer trust if extreme late deliveries are happening regularly. We can effectively reduce the number of extreme deliveries by focusing on HTA, utilizing Digital Shoulder Surfing, and focusing on % singles.