Swiggy

• Swiggy is one of the largest online food ordering and delivery company in India.
Founded by Sri Harsha Majety (CEO and Co-Founder), Nandan Reddy (Co-
Founder), and Rahul Jaimini (Co-Founder) in July 2014, Swiggy is headquartered in
Bangalore, India. Bundl Technologies Private Limited operates Swiggy.
• As of September 2021, it is operating in over 500 Indian cities. It has also ventured
into the product delivery section in 2019.
• It also launched the pickup and drop off service called the Swiggy Go.

Service Failure Situations

 Coordinate order time, preparation time and availability: Coordinating the order time, preparation time and
the availability of delivery valets is very important. Swiggy has more than once failed in delivering on time. This
one of the most plausible failure points.
 Payment Portal: Another possible fail points of Swiggy may be the payment portal. The failure of complete
transactions or any refund issues that arise need to be taken care of in as little time as possible.
 Gap 1: Knowledge
Gap
This gap arises when there is a
difference between expected service
and what the company perceives of the
customer’s expectations.
Expected Service:
The company offers various refund
policies.
Company Perception:
Swiggy perceives that refunding in form
of wallet on the app is expected.
Gap 3: Delivery Gap
This gap arises when there is a
difference between what the company
standards for delivery and what it
delivers.
Service standards & Policies:
Swiggy offers to deliver food within 30
minutes.
Service delivered:
Often Swiggy has failed to deliver food
on the time mentioned to the customer.
Suggestions on Service Recovery
 Artificial Intelligence and Machine Learning: AI in food delivery platforms will give the
platforms in providing more functions. Using technology in food delivery will change the way
customers order food on these platforms. Companies can understand and pinpoint client needs,
recognize the customer pain points, and will be able to come up with solutions. Using Artificial
Intelligence and Machine Learning will allow the company to plan better delivery routes and will
also help in demand forecasting.
•  
 Increase transparency during Payments: Swiggy can start their own payment portal which
may increase the transparency during the payment process. It can also directly refund the money
to the consumer’s bank account instead of storing it in the wallet. This will help build trust with
the customer.