The restaurant-finding Zomato app has launched a food delivery service in the Delhi National Capital Region of India, and now allows users to use the app to order food. While Zomato does not process delivery orders itself, it routes information to designated restaurants, where a dedicated iPad equipped with the Zomato app will be used to receive and confirm the order.
The highlight of the Zomato app is the manner in which it encourages restaurants to boost its quality. App users can rate restaurants post-delivery. Restaurants are charged a 7.5% processing fee for every 5-star-rated order and a 15% fee for every 1-star order. This encourages restaurants to offer the highest quality of service possible in order to save the bottom line, and ensures a higher quality of service for customers.
This venture shows that business profitability and consumer satisfaction can and indeed should go hand in hand and don't need to be mutually exclusive.
Quality-Pushing Restaurant Apps
The Zomato App Aids Food Delivery and Encourages Good Service
Trend Themes
1. Food Delivery Apps - Disruptive innovation opportunity: Integrate a rating system for restaurants to incentivize higher quality service.
2. Mobile Ordering - Disruptive innovation opportunity: Develop an app that allows customers to place and track orders directly from their phones.
3. Service Quality Improvement - Disruptive innovation opportunity: Create a platform that provides tools and resources for restaurants to enhance their service quality.
Industry Implications
1. Restaurant Technology - Disruptive innovation opportunity: Develop new technology solutions to optimize restaurant operations.
2. Food Delivery Services - Disruptive innovation opportunity: Implement innovative last-mile delivery solutions for food businesses.
3. Customer Experience Management - Disruptive innovation opportunity: Create platforms for businesses to measure and improve customer satisfaction in real time.