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Jumia Food is launching a game-changing innovation to further boost their customer experience. They have launched an on-time delivery guaranteed for all Jumia Food App users, a first of its kind in Africa. 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 have a proven record of good quality and fast cooking times to increase customer experience as well.

Customers are to place their food order through the smart Jumia Food app installed on their phone. The clock on the chejumia-foodck-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.

Interested? You can read more about the game rules for the on-time delivery guarantee. As they are on the website.

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This article was first published on 20th October 2016


Justin Irabor is a digital marketer in Lagos, Nigeria. His favorite places to work are, Xposure Connect Africa, and Jumia Food.

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