As a marketplace that connects more than 13,200 restaurants with more than three million active customers, Menulog is focussed on creating the best possible online ordering experience for its entire network.
As with any product or service, sometimes issues happen and when they do, Menulog’s dedicated customer service team acts quickly to ensure issues are resolved, customers are happy and order again from local restaurant partners.
From Monday 3 June 2019, Menulog will introduce a new process to help streamline customer issues and reach a speedy resolution, whilst also reducing time on the phone required with restaurant partners.
As issues are most likely to occur when there are more orders coming through – i.e. peak ordering periods such as dinner or Friday and Saturday nights – this new process aims to make it easier for restaurant partners to focus on restaurant operations and for the Menulog team to maintain customer satisfaction.
What is the new process?
Menulog’s new process for customer compensation is a detailed matrix of issues customers could potentially experience with orders from Menulog restaurants. As a customer contacts the Menulog customer service team with an issue, either via phone, email, chat or social media, Menulog agents will use this detailed matrix to determine whether the customer is entitled to compensation for the issue and what that compensation should be. The matrix means Menulog does not need to contact the restaurant to resolve issues, unless the issue is a special case or cannot be resolved instantly.
Why are you introducing this process?
This new process will not only significantly improve the experience for customers that may have experienced an issue, but will also cut down administration time for restaurants, particularly during busy order periods (where issues are most likely to occur). Menulog has done extensive testing on this new process and has confirmed it will:
- Reduce the average contact time for customers by 37%
- Reduce time on the phone for restaurants by 37%
- Increase customer satisfaction by 180%
- Increase customer reorder rate by 96%
When does this come into effect?
The new process is now in effect.
What kind of issues does this process cover?
The issues matrix covers a wide range of issues that are dealt with by the Menulog customer service team on a regular basis. These include, but are not limited to:
- Mishandled or poorly packaged items
- Temperature or taste issues
- Issues with delivery instructions or timing
- Poor experience with delivery driver
- Object in food
- Missing or incorrect items
- Cancelled or rejected orders
How does Menulog determine customer compensation?
The Menulog Customer Service team follows a rigorous process, including a detailed issues matrix to determine appropriate compensation for customers depending on the type of issue. Compensation is usually an account credit or refund. The amount of the voucher is determined by issue, within limits designated by the matrix.
What happens if the issue is untrue?
Our customer service team is highly trained in assessment of customer issues. If the issue is not deemed valid or the customer is identified as a ‘serial complainer’, then a separate process is followed to ensure compensation is always fair for restaurant partners.
How will I know if compensation has been provided for an order with my restaurant?
Any compensation provided to customers will appear on your weekly invoice as a new line item. This item will describe the issue and compensation provided.
What happens if I don’t agree with the issue reported?
Restaurant partners can contact [email protected] at any time. The Menulog team is focussed on providing the best resolution possible for both customers and restaurants, to ensure all round satisfaction and customer reorder.
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