A consumer chose to ask to request the service delivery from Vips, but the lack and creativity of his foods have disappointed him.
The delivery service In restaurants it has been around for many years, however, the arrival of new technologies, companies and applications have allowed us to have an endless number of restaurants near our surroundings in a single delivery service app. Among these, the best known in Mexico are Rappi, Uber Eats, DiDi Food, Kitzen, Justo and previously Without Apron. According to forecasts from Statista Digital Market, the delivery food it will bill more than 2,100 million dollars this year in Mexico.
The arrival of covid-19 was a key factor for the growth of this industry; in accordance with Forbes, the pandemic changed the consumption habits of Mexicans, since approximately 83 percent of Internet users use delivery platforms, of which 76 percent are to buy food, 60 percent to order products from the supermarket and 49 percent to buy medicines.
Vips is a chain of Mexican restaurants that has achieved its expansion in different countries of the world, now owned by a group Alsea. This company is in some delivery platforms, such is the case of DiDi Food, platform through which it is distributing its products to users at home.
On October 17, a user on social networks by the name of @davdlopez, made his disagreement and “disappointment” notorious on Twitter, due to the shortage of ingredients in the dish, as well as his lack of creativity in its presentation.
*Disappointment* @VIPS_MX #Concord #NL What is your plan? That one is disappointed so that he does not consume again? #Accomplished @Uber_MTY @RappiMexico @DiDi_Mexico pic.twitter.com/9CfevFiiJe
– David Lopez (@davdlopez) October 18, 2021
After this, the @VIPS_MX account made a presence and asked for their data in order to follow up on the case. Similarly, @ DiDi_México told the user that it would help him to resolve his request, however, @davdlopez mentions that DiDi is not the one with inconsistencies, but Vips who “has no ingredients and little creativity in his presentation.”
How? @DiDi_Mexico? @VIPS_MX He is the one who has no ingredients and little creativity in his presentation.
– David Lopez (@davdlopez) October 18, 2021
According to Zendesk blog, 89 percent of the consumers abandon a brand for their competitor after just one bad customer service experience. A bad experience, mistake, or deficiency in the products or services of a company, can represent the loss of one client at a time, resulting in considerable monetary losses.
Taking into account that people pay an extra amount to an intermediary provider of services delivery In order to order food from his favorite restaurants from the comfort of home, he seeks to have a similar experience as he would in a restaurant, but with different advantages. When choosing these services and paying more, consumers expect to get a good portion of food, similar to what we can see inside a restaurant; However, on this occasion the user has not been afraid to show his disagreement with the brand and even display it on social networks, an action that could have the same impact on those who see the publication.
This type of problem where customers can be lost due to an error are not exclusive to the delivery market. Previously and with the failures of the HSBC bank, different users expressed their disagreement with the institution and in the same way mentioned that they would change the brand as soon as possible, the same situation that is happening with Vips.
They have been with this story for a week and at the branch they only limit themselves to saying wait and be patient, a week without being able to pay or use ATMs.
And as they say, as soon as you can change banks
– iván 🇲🇽 (@ 1van_Rz) October 15, 2021
A bad consumer experience, as well as a deficient product or service, directly affect the consumer’s perception of the brand image, causing them to sometimes lose their loyalty and preference over future purchases.
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