Jumia unveils on-time delivery guarantee for Jumia Food App users

Jumia Food has launched an on-time delivery guarantee for all Jumia Food App users in order to boost customer experience. Jumia Food is the largest online food delivery platform in Africa and has already introduced several innovations in recent years aimed at delivery efficiency, reach and easy user interface for their applications.

Expediting the delivery process while giving customers full information on their orders in real time is certainly revolutionary even by their standards.

The new feature is intended to fasten delivery process, increase convenience and add more transparency to the food ordering process. Jumia Food has mastered the art of food delivery through breaking down the whole process into a science, so as to satisfy the customers’ demand for food-on the go and shorter delivery times.

To speed up the delivery process, Jumia Food uses a unique, and specialized tracking software called Urban Ninja which allows the Customer Service team to track down each food order from the moment the order is placed, to arrival time at the customers’ location. It is now possible to dispatch drivers and plan for driver capacity in a very efficient and time-saving way.

Adding to this, Jumia Food partners only with restaurants who proved good quality and fast cooking times to increase customer experience as well.

How to benefit as a customer: 

Place your food order through the smart Jumia Food app on your phone. The clock on the check-out page gives you an estimated delivery time and you can just relax and wait for your food to arrive. When the clock runs down to zero, a pop-up appears inquiring whether the order has been received. In case the allocated time was overpassed, you should click “NO”.

Our customer service team will directly get in touch with you by phone or email and will send a free food voucher which you can redeem on your next order on Jumia Food!

Joe Falter, Founder and CEO Jumia Food Africa, said: “We know that customer experience is our top priority and our customers obviously use our service for the convenience and easy-to-use application and website. Our customers expect to get their food delivered in the fastest time possible.

That’s why are committed to deliver every meal within the time promised and value the time of our customers very well. Just in case something happens in the delivery process, and an order occurs to be late, we will make it up to our customers and offer them their next order with us for free”.

He added that customers will see Jumia Food introduce many more innovations like this, because it is one step closer towards their goal of offering amazing variety, frictionless and seamless meal ordering processes, with customer experience at the core.


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