CASE STUDY: Uber Eats and Mr D$$s big plans

The case study for this assessment is based on recent reports by the MyBroadbank on Uber Eats and Mr D$$s plans for the future. This also incorporates the impact of Bolt Foods departure or exit from the food delivery market in South Africa. The information provided is a snippet of the article, which is also attached on Moodle as a separate document. NOTE: You will be required to research more widely on the topic and identify customers$$ reactions to this either through web reactions $($i$.$e$.$ comments on news reports$)$ or Twitter or any other social media platform.

Article Snippet:

Demand for fast food delivery services in South Africa, like those from Uber Eats and Mr D$,$ continues to grow, and newer services like on$-$demand grocery deliveries are proving popular.

This is according to Mr D Food and Uber Eats$$ head of strategy and planning for sub Saharan Africa business, Daniele Joubert, who also told MyBroadband about their plans for $2024.$

We asked Mr D and Uber Eats how the departure of Bolt Foods from South Africa had impacted the fast food delivery space and their respective businesses.

However, both companies declined to comment on the impact of Bolt$$s departure. Case study source: Illidge, M$.(14$ February $2024).$ Uber Eats and Mr D$$s big plans. MyBroadband. Available from: https:$//$mybroadband$.$co$.$za$/$news$/$it$-$services$/525010-$uber$-$eats$-$and$-$mr$-$ds$-$big$-$plans.html $($Accessed: $13$ March $2024).$

QUESTION $1$

When service providers fail to provide the basic level of customer service $($adequate service$),$ customers can look for alternatives to fulfil their needs. Analyse the case of Bolt Foods and provide a comprehensive analysis on circumstances that led to their exit from the food delivery sector in South Africa, in December $2023.$ Your answer should establish whether there was shortcoming from Bolt Food$$s side or not by analysing the sources of customer expectations. You should justify your answer. $(1$ page$)$

QUESTION $2$

Rapid developments in the technology space have changed the ways customer service is delivered in South Africa. This includes the food delivery industry. Critically evaluate five $(5)$ elements of technology and how it impacts businesses and customers. Your answer should be linked to the food delivery industry in South Africa. $(1\mathrm{.}5$ pages$)$

QUESTION $3$

Uber Eats said their plans for $2024$ included building on several areas of their customer service, including fostering economic growth in the townships $($e$.$g$.,$ recruiting new customers$).$ To do this, Uber Eats will need to carefully formulate strategies to influence customer perceptions about their services.

$3\mathrm{.}1$ Provide a detailed analysis of the customer expectations Uber Eats can anticipate for their plans to be successful. In your answer, provide an analysis of the factors that influence customer expectations. Your analysis should also cover the different levels of expectations and what factors may lead to each level. $(1\mathrm{.}5$ pages$)$

$3\mathrm{.}2$ As part of managing customer expectations for the new recruits, Uber Eats will need to develop a strategy to be ahead of the game. As a Service Consultant, you are required to advise the company on the best way to do so$.$ In your answer, analyse and advise Uber Eats on the five $(5)$ common questions asked regarding managing customer expectations and how Uber Eats can answer the questions. $($Approximately $2$ pages$)$

$3\mathrm{.}3$ In relation to Gap $1$ of the SERVQUAL gaps model, provide evidence that Uber Eats is aware of their current customer needs. As part of your answer, analyse the specific aspect$/$s of the Gap $1$ which this evidence talks to and provide Uber Eats with a comprehensive view of Gap $1$ and provide suggestions as to how Uber Eats can avoid any potential issues arising from Gap $1$ in future? $($max $1\mathrm{.}5$ pages$)$