Four principles from DeIiveroo’s customer care operations

Brian Carruthers

Food delivery platform Deliveroo has been through a transformation of its customer care operations over the past two years; it now sees this as a big part of its value proposition to customers.

When a brand or business talks about ‘customer care’, the reality is often very different to what the customer might reasonably expect. Who hasn’t made a call to a customer care number and heard, with sinking heart, the automated response  “Your call is important to us”? It’s the signal to settle in for an indeterminate wait as the phrase is repeated over and over – the brand effectively trolling its customers.

“Often care is seen as a cost center to the business first,” explains Stanford Swinton, Vice President Of Global Care and Customer Experience, Deliveroo. “And finding ways to cut...

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