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Delivery complaints increased in the pandemic; couriers await understanding and thanks

Customer complaints coming to the food and beverage industry during the pandemic process were investigated. In the survey conducted in Istanbul, the issues with the most frequent customer complaints were delivery with 33.58 percent, quality with 30.88 percent, food safety with 25.47 percent and menu with 10.07 percent. The couriers, who were at the focal point of the delivery-related complaints, pointed out that they worked at the expense of their lives and said that they wanted understanding and thanks from the customers.

Delivery complaints increased in the pandemic; couriers await understanding and thanks

One thousand 221 complaints received from the customer complaints management system of food and beverage businesses were investigated. The complaints categorized under 4 main headings (quality, delivery, menu and food safety) and 13 subtitles revealed that the customer complained the most about the delivery during the pandemic process. Asst. Prof. Dr. Murat Doğan, who conducted the research, said that the issues where customer complaints are most intense are respectively 33.58 percent delivery, 30.88 percent quality, 25.47 percent food safety and 10.07 percent menu. Noting that the workload of couriers also increased with the increase in package service during the pandemic period, Doğan stated that customers should be more patient during this period.

On the other hand, delivery couriers want customers to be understanding, stating that their workload has increased with the pandemic and they make an effort to satisfy their customers.

70 PERCENT OF THE COMPLAINTS ABOUT THE DELIVERY IS THE 'MISSING FOOD'

Emphasizing that 70 percent of the complaints about delivery in the study were caused by incomplete food delivery, Doğan said: “Before the pandemic, the problem related to food safety was more. While there are more foreign substances or deficiencies in the menu, it is now in the foreground that it does not arrive on time.”

25 PERCENT OF COMPLAINTS ARE ABOUT FOOD SAFETY

Stating that there were more complaints about food safety before the pandemic, but food safety complaints were 25 percent after the pandemic, Asst. Prof. Dr. Murat Doğan from Istanbul Gelişim University said: “Food safety is more important before delivery, it is necessary to pay attention to it. There are many physical risks in terms of food safety. Things like hair, feathers, plastic that come out of the food are more predominant.”

Dogan warned businesses about food safety and said: “What needs to be done for this is that food businesses should pay attention to personnel hygiene. It is necessary to pay attention to many issues, from the wearing of bonnet, to the wearing of law enforcement, to using work clothes.”
 
ALL CARGO ON THE BACK OF COURIERS

Nurettin Suçin, who has been working as a courier for a long time, emphasized that the whole load is on the back of the couriers with the coronavirus and said: “The couriers are trying to do this as fast as they can. We do our best to make both customers' satisfaction and bosses happy. First of all, we try to make the rules such as safety, not violating the lights. There are friends who violate the sidewalks, but usually our friends working on their watches. Short-term workers earn money per package. They are also running around to train. Customers should be patient and not scold those who come. They also need to manage, respond with understanding, because our job is very intense. There are 100 orders in the restaurant, trying to behave the same as the customer who ordered 1 minute ago and the one who ordered 20 minutes ago. Everyone is so impatient and wants it to come as soon as possible.”

ACCIDENTS INCREASED TO MATCH THE DELIVERY; WE ARE RISKING OUR LIVES

Emphasizing that after the pandemic our package services have increased even more and package sales have increased by 50 percent, another courier officer Gökmen Soydan said, “Package sales increased by 50 percent. This time, the same amount of courier can't keep up with that many orders. Customers also want their orders to arrive faster, as usual. This situation becomes even more difficult when there is rain and snow. We expect customers to be more understanding. During this time, accidents by couriers also increased. It would be better for us if customers think as their spouse or children are doing this job.”

WE ARE WAITING FOR UNDERSTANDING AND THANKS

Courier Islam Turganov said: “We do not expect anything from customers other than thankfullness. Often they behave badly, shut the door hard, don't thank. We hit the road to bring your packages.”

Another courier, Ahmet Tavukçu, said: “We want the minutes to get longer in rainy weather. Our biker friends always crash and die. We have children as well. We want the delivery time to be 45-50 minutes. You go in dry weather, but the situation is bad in rainy weather. If they arrive late in the scoring system, they give a low score. This reflects badly on us. They inform the customer when the order is on the way, we will be glad if they are more understanding.”
A different courier said, “On some busy days, we go with 4-5 packages. Bikers' engines malfunction. We find it difficult to catch up. Customers just need to thank us.”
 

Edited date: 29.03.2021
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