GROFERS

My experience of working for Grofers was good. Over the period of 3 weeks, the work done by me helped in understanding the dynamics required for smooth functioning of an organization like this working in a continuously changing environment and where customer satisfaction is of prime importance.

There were more than 5 students who were participating in the same project from my institute, keeping this thing in mind I decided that the least no. of orders should be from MDI, the reason being grofers staff would have become accustomed to the environment of MDI and the chances of making mistakes would have reduced drastically.

Delivery Reviews

Initially I ordered around 3 orders from the Gurgaon region, there were a number of good and bad reviews which I received from the customers. First coming to the good reviews

The vegetables and fruits ordered were fresh The customer care was polite and always ready to help The goods were delivered in a properly.

The bad reviews received were primarily due to its operations

No co-ordination between the customer helpline and field staff. The address and time changed for delivery were not updated.

Another problem which was common for all the orders was that, the delivery staff delivered before selected delivery time that led to a lot of inconvenience to the clients.

Seeing these problems I wanted to check whether these problems are in NCR area only or prevalent even to even other areas.

I asked my friends in Ahmedabad, Pune and Mumbai to install Grofers application and order something. To my surprise, I received more or less the same reviews from the customers.

Mumbai Order: The delivery boy reached 1 hour prior to the set delivery time which caused inconvenience to the customer.

Ahmedabad Orders: The best response which I received was for the Ahmedabad team.

Application Usage:

According to all the users the application was very user friendly. The products were listed down in a strategic manner so that the important ones were easily available.

About 4 customers faced problems during payment through online gateways with transaction getting cancelled on an average 4 times during each order

The confectionaries section consisted of a wide range of products. All most everything which was required was available.

Customers expected more items in bakeries and mobile accessories section.

Stationaries section was the biggest disappointment; this needs to be looked upon more seriously.