A PROJECT REPORT ON

“A STUDY OF CUSTOMER SATISFACTION TOWARDS ZEPTO”

SUBMITTED IN PARTIAL FULFILLMENT FOR THE AWARD OF THE

DEGREE

BACHELOR OF BUSINESS ADMINISTRATION (BBA)

(2021-2024)

Submitted to:

Submitted by:
MS. RUPAKSHI
HARSHIKA VERMA

03650401721

JAGAN INSTITUTE OF
MANAGEMENT STUDIES
 3, institutional area, sector-5, Rohini, Delhi-110085

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 CERTIFICATE

CERTIFIED THAT THE PROJECT REPORT ON “THE STUDY

ON CUSOMER SATISFACTION TOWARDS ZEPTO” IS

THE BONAFIDE WORK OF “HARSHIKA VERMA”, ROLL

NO 03650401721 OF GURU GOBIND SINGH

INDRAPRASTHA UNIVERSITY, DELHI PURSUING BBA

(2021-24) FROM JAGAN INSTITUTE OF MANAGEMENT

STUDIES, 3, INSTITUTIONAL AREA, ROHINI, SECTOR 5,

NEW DELHI - 110085.

THE WORK HAS BEEN DONE UNDER MY SUPERVISION DURING

SIXTH SEMESTER.

DATE:

NAME OF FACULTY
JIMS

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 ACKNOWLEDGEMENT

I HAVE TAKEN EFFORTS IN THIS PROJECT. HOWEVER, IT WOULD

NOT HAVE BEEN POSSIBLE WITHOUT THE KIND SUPPORT AND
HELP OF MANY INDIVIDUALS AND ORGANIZATIONS. I WOULD
LIKE TO EXTEND MY SINCERE THANKS TO ALL OF THEM.

I AM HEARTILY THANKFUL TO MY INSTITUTE JAGAN INSTITUTE

OF MANAGEMENT STUDIES (JIMS) FOR GIVING ME AN
OPPORTUNITY TO UNDERTAKE THIS PROJECT.

I WOULD LIKE TO EXPRESS MY THANKS OF GRATITUDE TO DR.

POOJA JAIN, DIRECTOR, JIMS AND DR. PRAVEEN ARORA, DEAN FOR
THEIR SUPPORT AND GUIDANCE.

I WOULD ALSO LIKE TO EXPRESS MY SPECIAL THANKS OF

GRATITUDE TO MY GUIDE MS. RUPAKSHI, ASSISTANT PROFESSOR
OF JIMS FOR HER VALUABLE HELP AND GUIDANCE, AND FOR THE
ENCOURAGEMENT HE HAD GIVEN ME IN COMPLETING THIS PROJECT.

I WOULD ALSO LIKE TO THANK MY PARENTS AND FRIENDS WHO

HELPED ME A LOT IN FINISHING THIS PROJECT WITHIN THE
LIMITED TIME. I AM MAKING THIS PROJECT NOT ONLY FOR MARKS
BUT TO ALSO INCREASE MY KNOWLEDGE.
THANKS AGAIN TO ALL WHO HELPED ME.

HARSHIKA VERMA

03650401721

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 STUDENT’S DECLARATION

I HARSHIKA VERMA HEREBY DECLARE THAT THE PROJECT

REPORT ENTITLED “THE STUDY OF CUSTOMER SATISFACTION
TOWARDS ZEPTO” SUBMITTED BY ME TO JAGAN INSTITUTE OF
MANAGEMENT STUDIES, SECTOR-5, ROHINI, DELHI IN PARTIAL
FULFILLMENT OF THE REQUIREMENT FOR THE AWARD OF THE
DEGREE OF BACHELORS IN BUSINESS ADMINISTRATION IS A
RECORD OF BONA FIDE PROJECT WORK CARRIED OUT BY ME
UNDER THE GUIDANCE OF DR. NAVNEET JOSHI. I FURTHER
DECLARE THAT THE WORK REPORTED IN THIS PROJECT HAS NOT
BEEN SUBMITTED AND WILL NOT BE SUBMITTED, EITHER IN PART
OR IN FULL, FOR THE AWARD OF ANY DEGREE OR DIPLOMA IN
THIS INSTITUTE OR ANY OTHER INSTITUTE OR UNIVERSITY.

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 TABLE OF CONTENTS
Certificate i

Acknowledgement ii

Student’s Declaration iii

Executive Summary iv

1. INTRODUCTION

1.1. ABOUT COMPANY

1.2. STARTUP STORY……………………………………………………….

1.3. THE SWOT ANALYSIS………………………………………………….

2. RESEARCH AND METHODOLOGY

2.1. SCOPE

2.2. DATA SOURCES & METHODOLOGY

2.3. RESEARCH METHODOLOGY………………………………………………..

2.4. TYPES OF DATA USED…………………………………………………………

3. CONCEPTUAL DISCUSSION

3.1. COMPETITIVE ANALYSIS……………………………………………………

3.2. COMPRTITIVE ADVANTAGES……………………………………………..

3.3. COMPETITIVE CHALLENGES……………………………………….

4. DATA ANALYSIS

5. CONCLUSION……………………………………………………………

6. FINDINGS & RECOMMENDATIONS…………………………………

7. BIBLIOGRAPHY

8. ANNEXURE………………………………………………………………
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 EXECUTIVE SUMMARY

This report has been prepared with a specific purpose in mind.

It outlines customer satisfaction of Zepto globally and locally.
The story takes us through the present introduction of the
quick grocery delivery industry. The report has a brief
introduction of Zepto and the success story behind it. I have
also taken a detailed view on the tasks, which have been
undertaken ta analyze the market of Zepto i.e. I have evaluated
the company SWOT analysis to evaluate performance and
acceptability in terms of security, user friendliness, accuracy
and reliability and to understand consumer behavior and
perception towards Zepto. This study is conducted through
primary and secondary data and the sample size is 100
respondents. The time of the study is 2 months. The primary
data is collected from respondents who are users of Zepto.
Most people trust the brand and are satisfied with the delivery
services of Zepto. Youngsters who are very much attached to
the concept of online delivery and majority of them found the
delivery charges medium.

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 CHAPTER 1
INTRODUCTION

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ABOUT COMPANY

Zepto, a Mumbai-based company founded by Aadit Palchia and

Kaivalya Vohra, has made a name for itself by delivering groceries
to customers in just 10 minutes. The company is considered one of
the fastest-growing players in the fast-delivery business, with a
particular focus on delivering groceries before the end of the year.
In 2021, Zepto worked with more than 86 dark store owners across
13 different areas and completed over one million deliveries.
Aadit palicha and Kaivalya Vohra founded Zepto when they were
just 19 years old. They dropped out of the Computer Science
program at Stanford University to return to India and start their
own business. Zepto was founded in September 2021 and began
operations in April 2022.

THE STARTUP STORY

Vohra and Palicha dropped out of the university to pursue their

passion for entrepreneurship. They came up with the idea for
Zepto during the Covid-19 pandemic when they realized there was

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a void for quick delivery of groceries and other essentials, which
typically took a couple of days to arrive. While working on various
projects, including a ride-hailing commuting app for children, the
duo was confined to their homes in Mumbai due to Covid
regulations. Despite grocery delivery being deemed essential by
local authorities, they struggled to obtain their provisions as the
illness spread.
Although their first venture, KiranaKart, which offered
supermarket delivery services, did not receive the same level of
attention as Zepto, it served as the inspiration for the latter.
KiranaKart had partnered with Kirana merchants to offer
groceries in 45 minutes or less.
Zepto, on the other hand, delivers groceries within 10 minutes, and
it has attracted investors such as Global Founders Capital,
Contrary Capital, angel investors, and 2 am Ventures, who
contributed to a $730,000 pre-seed round. Initially, Palicha and
Vohra aimed to complete the first 1,50,000 deliveries for RS 1.

THE SWOT ANALYSIS

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STRENGTHS

 Ultra-fast delivery: 10-minute deliveries are highly

differentiated and appealing to busy urban consumers.
 Hyper-local focus: dark stores and local delivery networks
optimize efficiency and ensure product freshness.
 Technology-driven platform: user-friendly app simplifies
ordering, tracking, and communication.
 Strong funding: series E-funding and unicorn status
demonstrates investor confidence and growth potential.
 Brand awareness: growing recognition and positive
publicity in the Indian market.

WEAKNESSES

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  Limited geographic presence: currently operates in only
10+ cities, missing out on a larger customer base.
 Narrow product selection: focus on 2,000 items caters to
specific needs but limits appeal to broader customers.
 High operational costs: dark stores and rapid delivery
come at a cost, impacting profitability.
 Dependence on venture capital: long-term sustainability
hinges on profitability and revenue generation.
 Sustainability concerns: rapid delivery model raises
questions about carbon footprint and resource
consumption.

OPPORTUNITIES

 Market expansion: growing online grocery market offers

potential for further geographic reach.
 Partnerships: collaborating with established players or
kirana stores can expand reach and resources.
 Product diversification: expanding selection beyond
essentials while maintaining fast delivery could attract
new customers.
 Subscription models: implementing subscription options
for loyal customers can generate recurring revenue.
 Sustainable solutions: investing in electric vehicles, eco-
friendly packaging, and route optimization can address
environmental concerns.

THREATS

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  Intense competition: established players and new
entrants vying for market share can threaten Zepto’s
growth.
 Price sensitivity: Indian consumers are cost-conscious,
and rapid delivery may come at a premium.
 Regulatory changes: government regulations or policies
could impact delivery models and profitability.
 Technological disruptions: new technologies or delivery
models could emerge, posing challenges for Zepto’s
current approach.

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 CHAPTER 2
RESEARCH AND METHODOLOGY

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SCOPE OF STUDY

The scope of this study is to study the impact of fast delivery on

zepto and to understand the customer satisfaction with fast
delivery services.

DATA SOURCES & METHODOLOGY

For the case study detailing Zepto company’s transition in its business
strategy with a focus on cost management, several data sources and
methodologies can be utilized to comprehensively analyze and
present the information:
1. Internal financial data: Access to Zepto’s internal
financial records, including balance sheets, income
statements, and cash flow statements, provides
essential quantitative data. This data will offer
insights into cost structures, revenue trends, and
profitability before and after the strategic pivot.

2. Activity-based costing (ABC) analysis: conducting

an in-depth ABC analysis involves gathering data on
various activities, cost drivers, and resource
consumption. This could include time studies, process

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 flow diagrams, and interviews with key personnel to
identify and allocate costs accurately.

3. Operational data: operational data related to

production processes, inventory management, supply
chain logistics, and procurement activities are crucial.
This information helps in understanding process
inefficiencies, inventory turnover rates, supplier
relationships, and cost-saving opportunities.

4. Technology investment records: records detailing

technology investments, such as robotics, automation
tools, or software implementation, offer insights into
the costs incurred and the resultant improvements in
efficiency and productivity.

5. Employee training and engagement records: data

on employee training programs, skill development
initiatives, and engagement surveys provide
qualitative insights into the impact of human
resources on cost management and productivity.

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RESEARCH METHODOLOGY

 The descriptive approach of the study has been conducted to

analyze collected data.
 Percentage analysis and various tabular forms, pie chart
and bar graphs have been drawn for illustrations.

TYPES OF DATA USED:

 The primary data has been collected by conducting the
survey and responses have been collected the convenient
sampling technique.
 The secondary data has been collected through analyzing
various online sites about safety measures that need to be
followed during covid pandemic and the precautionary steps
that need to be followed by delivery partners as well as
coustomers.

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 CHAPTER 3
CONCEPTUAL DISCUSSUIONS

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COMPETITOR ANALYSIS OF ZEPTO: National
and International landscape

INDIA:

 Direct competitors
1. Blinkit (formerly grofers): Zepto’s main rival in india,
offering 10-minute deliveries in several cities. They have a
wider product selection and brand recognition but higher
minimum order values.
2. Dunzo: strong presence in Bangalore and Chennai,
focusing on both groceries and other essentials. Their
delivery times are slightly slower than Zepto’s.
3. Bigbasket: leader in online grocery with a wider product
range and same day delivery options. However, the
delivery time is not as fast as Zepto’s.
4. Swiggy instamart: leveraging Swiggy’s existing delivery
network for quick grocert deliveries in select cities.

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  Indirect competitors
1. Traditional kirana stores: still holds a significant market
share, especially in smaller cities and towns. Zepto can
potentially partner with them to expand reach and integrate
them into their hyper-local network.
2. Food delivery platforms like Zomato: offer restaurant
and grocery deliveries, but focus on prepared meals rather
than fresh groceries.

 International
1. Getir: global leader in hyper-local grocery delivery with
operations in several countries. They offer 10-minute
deliveries similar to Zepto and are potential benchmark for
growth and innovation.
2. Gorillas: another European giant in the quick grocery
delivery space, focusing on urban areas and densely
populated cities. Their approach arnd challenges are
similar to Zepto’s.
3. JOKR: operating in Latin America, they offer fast grocery
deliveries and have seen significant growth in recent years.
Their experience in a different market provides valuable
insights for Zepto’s international expansion.

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COMPETITIVE ADVANTAGES OF ZEPTO:

 Strong focus on speed: 10-minute delivery differentiates them

from most competitors and caters to a specific demand for
ultimate convenience.
 Hyper-local network: dark stores and local delivery riders
ensure quick fulfillment and fresh product quality.
 Technology-driven platforms: user-friendly app streamlines
ordering and tracking, enhancing customer experience.
 Brand awareness and investor confidence: growing
recognition and successful funding rounds position them well
for future growth.

COMPETITIVE CHALLENGES:

 Limited geographic reach: need to expand beyond current

cities to tap into a larger customer base.
 Narrow product selection: expanding variety while
maintaining speed could attract more customers.
 High operational costs: dark stores and rapid delivery require
cost optimization to ensure profitability.
 Sustainability concerns: addressing environmental impact
through eco-friendly solutions is crucial.

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 CHAPTER 4
DATA ANALYSIS

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Q1. HOW FREQUENT DO YOU ORDER FROM ZEPTO?

INTERPRETATION:

 37.9% OF THE USERS ORDER FROM ZEPTO ON A MONTHLY BASIS.

 ALSO, 37.9% OF PEOPLE ALSO ORDERS ON A WEEKLY BASIS AS SHOWN
ABOVE.
 THERE ARE A PROPORTION OF 17.2% PEOPLE WHO HAVE NEVER
ORDERED FRPOM ZEPTO EVER.

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Q2. WHICH APP DO YOU MOSTLY USE FOR ORDERING
GROCERIES?

INTERPRETATION:

 THE BIGGEST COMPETITOR OF ZEPTO IS BLINKIT AS 41.4% OF THE

RESPONDENTS ORDER FROM BLINKIT WHICH IS HIGHER THAN THE
PERCENTAGE OF ZEPTO i.e. 31%,
 20.7% OF THE RESPONDENTS ORDER FROM BIGBASKET
 THE REMAINING ORDERS FROM DUNZO.

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Q3. HOW DO YOU GOT TO KNOW ABOUT ZEPTO?

INTERPREATION:

 WORD OF MOUTH IS THE MAIN REASON BECAUSE OF WHICH 48.3%

PEOPLE ARE AWARE ABOUT ZEPTO.
 AWARENESS THROUGH ADVERTISEMENTS ARE AT 27.6%
 24.1% OF THE RESPONDENTS GOT TO KNOW ABOUT ZEPTO THROUGH
SOCIAL MEDIA.

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Q4. WHAT ARE YOUR THOUGHTS ON ZEPTO’S
DELIVERY FEE?

INTERPRETATION:

 48.3% OF THE PEOPLE THINKS THAT ZEPTO CHARGES A NOMINAL FEE

WHICH IS ACCURATE ACCORDING TO THE SERVICES IT PROVIDES.
 34.5% OF THE RESPONDENTS THOUGHT THAT THE DELIVERY CHARGES
ARE HIGH.
 THE REMAINING 17.2% THOUGHT THE CHARGES WERE LOW FOR THE
SERVICES PROVIDED.

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Q5. ON A SCALE OF 1TO 5, HOW SATISFIED ARE YOU
WITH YOUR OVERALL EXPERIENCE WITH ZEPTO?

INTERPRETATION:

 41.4% PEOPLE RANKED A NEUTRAL SATISFACTION EXPERIENCE WITH

THE APP.
 WHEREAS, 13.8% AND 20.7% USERS GAVE A RATING OF 4 AND 5
RESPECTIVELY.
 ALTHOUGH, THERE WERE ALSO A PART OF RESPONDENTS WHO WERE
NOT AT ALL SATISFIED WITH THE EXPERIENCE.

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Q6. HOW LIKELY WILL YOU RECOMMEND ZEPTO TO
YOUR FRIENDS AND FAMILY?

INTERPRETATION:

 48.2% OF THE USERS REACTED NEUTRALLY TO THE

RECOMMENDATIONS WITH RATING OF 2 AND 3 EQUALLY.
 WHEREAS, 37.9% OF THE RESPONDENTS WILL GLADLY RECOMMEND
THE APP TO THEIR FRIENDS ND FAMILY.
 THE REST WOULD NOT RECOMMEND FURTHER TO ANYONE.

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Q7. HOW SATISFIED ARE YOU WITH THE ZEPTO’S APP/
WEBSITE’S INTERFACE AND DESIGN?

INTERPRETATION:

 62.1% OF THE USERS WERE SATISFIED WITH THE APP DESIGN AND
INTERFACE OF WEBSITE.
 17.2% WERE VERY SATISFIED BUT 10.3% WERE VERY DISSATISFIED.


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Q8. ON A SCALE OF 1 TO 5, HOW SATISFIED ARE YOU
WITH THE PACKING OF THE DELIVERIES?

INTERPRETAION:

 A MAJORITY OF 34.5% OF THE USERS WERE VERY SATISFIED WITH THE

PACKAGING OF THE DELIVERIES.
 24.1% OF THE PEOPLE WERE NEUTRAL ABOUT IT.
 HOWEVER, 7% OF THE PEOPLE WERE NOT HAPPY WITH THE PACKAGING
OF THE DELIVERIES.


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Q9. HOW OFTEN DO YOU FACE ISSUES WITH THE
ORDER ACCURACY OR MISSING ITEMS IN YOUR
ORDER?

INTERPREATIONS:

 44.8% OF THE USERS HAVE NEVER FACED ANY ISSUE WITH THE ORDER
ACCURACY OR MISPLACED ITEM.
 27.6% OF THE USERS HAS RARELY FACED THE ISSUE.
 BUT 10% OF THE USERS ALMOST ALWAYS FACE SUCH ISSUES.

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Q10. IF ANY, HIOW OFTEN ARE YOU ABLE TO RESOLVE
YOUR QUERIES WITH CUSTOMER CARE?

INTERPRETATION:

 50% OF THE USERS ARE STATING THAT THE QUERIES ARE RESOLVED
MOST OF THE TIME.
 QUERIES OF 28.6% PEOPLE HAVE ALWAYS HAD THEIR ISSUES RESOLVED.
 BUT, THERE ARE 7% OF THE USERS WHO HAVE NEVER GOTTEN THEIR
ISSUES RESOLVED.


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Q11. ON A SCALE OF 1 TO 5, RATE YOUR EXPERIENCE
WITH DELIVERY PARTNERS.

INTERPREATION:

 MORE THAN 50% OF THE RESPONDENTS HAVE HAD AN AMAZING

EXPERIENCE WITH THE DELIVERY PARTNERS.
 BUT, 3.6% OF THE USERS WERE NOT SATISFIED WITH THE DELIVERY
EXPERIENCE.


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Q12. ARE BARNDS THAT YOU USE AVAILABLE ON
ZEPTO?

INTERPRETATION:

 MORE THAN 70% OF THE USERS WERE ABLE TO GET THE BRAND OF
THE PRODUCT THEY DESIRED.

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 CHAPTER 5

CONCLUSION

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The study’s goal was to evaluate Zepto, a popular 10-minute
delivery app, in terms of service quality, customer satisfaction,
and consumer preference. The study had few participants and
used structured mailed questionnaire to collect data. The study
made use of both primary (data collected directly from
participants) and secondary (existing information).
According to the study’s findings, most respondents were familiar
with Zepto, showing an elevated level of brand recognition. The
study did, however, have some limitations, including a small
sample size, time constraints, and potential concerns about the
reliability of customer responses.
Understanding customer preferences is critical Zepto to gain a
significant market share in today’s competitive landscape. the
study concluded that Zepto has received a positive feedback from
users.
in conclusion, the study shows that Zepto has earned a favorable
reputation among consumers; however, continuous improvement
and meeting customer expectations are critical for the company's
continued success in the highly competitive online food delivery
market.

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 CHAPTER 6
FINDINGS & RECOMMENDATIONS

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FINDINGS
 Frequency of use: 75.8% of the respondents said they use
Zepto for delivery of products on a monthly or weekly basis,
showing a larger base and an important level of engagement.
 overall satisfaction: 75.9% of respondents expressed
satisfaction with their overall experience with Zepto, showing
that the platform generally meets their expectations.
 potential for recommendation: 50% of respondents wrote
down a high likelihood of recommending Zepto to friends and
family, writing down positive word-of-mouth potential.
 delivery time and packaging: 34.5% of respondents were
pleased with the delivery time and packaging quality of food
delivered by Zepto, implying efficient and dependable delivery
services.
 user interface and design: 82.8% respondents expressed
satisfaction with the user interface and design of the app,
showing a user-friendly environment.
 order accuracy and missing items: only 27.5% of respondents
reported problems with order accuracy or missing items in the
deliveries, writing down a need for improved quality control and
order fulfilment processes.
 dissatisfaction with variety: 24% of the respondents expressed
dissatisfaction with the variety of products available on the app,
implying a potential need to expand and diversify the options.
 delivery fee: 48.3% of the respondents were satisfied with the
delivery fee on Zepto and referred to it as accurate.
 resolving queries: out of all, 78.6% queries of stated by the
respondents were resolved with the help of Zepto's customer
care team, implying more personnel in our customer care to
connect with more issues of customers.

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RECOMMENDATION
1. improve app information accuracy: Zepto should increase efforts
to ensure accurate and up-to-date restaurant information can help
build customer trust and reduce the likelihood of order
discrepancies.
2. improve order fulfilment and quality control: Zepto should
implement stricter quality control measures to reduce issues with
order accuracy and missing items. this may entail training and
monitoring delivery partners, as well as establishing effective
communication channels to address any order-related issues as
soon as possible.
3. expand product variety: to address customer dissatisfaction with
the product variety, Zepto should actively work to expand its
partner network. collaborating with a broader range of dark stores
and offering a variety of products can help them attract more
customers and cater to different tastes.
4. incentivize and encourage customer feedback and reviews:
Zepto should incentivize and encourage customers to provide
feedback and reviews for the products they order and the delivery
partners. this can be accomplished through special discounts, or
incentives for active areas of improvement and improve overall
service quality.
5. order and delivery updates: Zepto should focus on improving its
order and delivery update communication. updating customers on
the status of their orders and live estimated delivery times on a
regular basis can improve transparency, reduce anxiety, and
improve the overall customer experience.

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 CHAPTER 7
BIBLIOGRAPHY

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JOURNALS
 sheryl E. kimes ph.D. (2011), "customer perceptions of
electronic food ordering", cornell hospitality report, 11(10), pp.
6-15.
 varsha chavan, priya jadhav, snehal korade and priyanka teli
(2015), "implementing customizable online food ordering
system using web based application @ , international journal of
[6] "pizza hut tells twitter it made the first online sale in 1994" -
huffingtonpost.com
 sehrat murat alagoz, haluk hekimoglu, a study on tam: analysis
of customer attitudes in online food ordering syatem, procedia -
social and behavioural sciences, volume 62, 2012, pages 1138-
1143, IISN 1877-0428.

WEBSITE

 https://www.zeptonow.com
 https://en.wikipedia.org/wiki/customer

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 CHAPTER 8
ANNEXURE

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ANNEXURE
QUESTIONNAIRE
Q1. How frequent do you order from Zepto?

 Monthly
 Weekly
 Daily
 Never

Q2. From which app do you mostly use for ordering groceries?

 Blinkit
 Zepto
 Bigbasket
 Dunzo

Q3. How do you got know about Zepto?

 Social media
 Advertisement
 Word of mouth

Q4. What are your thoughts on Zepto's delivery fee?

 High
 Accurate
 Low

Q5. on a scale of 1 to 5, how satisfied are you with your overall experience with Zepto?

 1
 2
 3
 4
 5

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Q6. How likely will you recommend Zepto to your friends and family?

 1
 2
 3
 4
 5

Q7. How satisfied are you with the Zepto's app/website's user interface and design?

 Very satisfied
 Satisfied
 Dissatisfied
 Very dissatisfied

Q8. On a scale of 1 to 5, how satisfied are you with the packing of the deliveries?

 1
 2
 3
 4
 5

Q9. How often do you face issues with the order accuracy or missing items in your order?

 Most of the time

 Frequently
 Rarely
 Never

Q10. If any, how often are you able to resolve your queries with customer care?

 Always
 Most of the time
 Rarely
 Never

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Q11. On a scale of 1 to 5, rate your experience with delivery partners.

 1
 2
 3
 4
 5

Q12. Are brands that you use available on Zepto?

 Yes
 No

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