Managing Customer Expectations Through Service Processes

Running head: MANAGING CUSTOMER EXPECTATIONS THROUGH SERVICE
PROCESSES
Managing Customer Expectations Through Service Processes
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1MANAGING CUSTOMER EXPECTATIONS THROUGH SERVICE PROCESSES
Executive Summary
The following report has been created in order to understand how Menulog, an Australian
food delivery service can meet up to the customer expectations. It also reveals strategies that
will help the company maintain a stable customer base by creating happy customers by
providing services that met customer perceptions. This report works closely on discussing the
different strategies that will help the company to retain their customers by elimination any
chances of customer defection.

2MANAGING CUSTOMER EXPECTATIONS THROUGH SERVICE PROCESSES
Table of Contents
Introduction................................................................................................................................3
Classifying the Service Process.................................................................................................3
Managing Customer Expectations.............................................................................................7
Service Standards And Customer Retention Strategies.............................................................9
Conclusion................................................................................................................................10
Reference..................................................................................................................................11

3MANAGING CUSTOMER EXPECTATIONS THROUGH SERVICE PROCESSES
Introduction
For this particular paper, we will take into consideration, the instance of Menulog
which is an online food delivery service based in Australia. It specializes in connecting the
customer to a plethora of restaurants all over the country. It works constantly to provide food
delivery, piping hot to the customer. It has been designed to save the customers, the hassle of
cooking and enjoy a meal that is both stress-free and tasty. This online food delivery service
connects the customer to at least 11000 restaurants and at least seventy different types of
cuisine for them to gorge upon. Menulog can be accessed through the mobile-based app or
their own website which allows the customer to quickly order food with minimal effort.
Classifying the Service Process
A part of the Just Eat Group, Menulog thrives on delivering the quickest and most
flawless service that would leave the customers wanting for more. Menulog has a wonderful
reach which connects at least ninety per cent of the Australian population to great eating
joints, which includes street-side shacks and cafés to high-end diners which also
accommodates seat and dine or dine in services. This attribute of Menolg’s service can be
termed as simultaneity which enables Menulog to offer a service, in which both production
and consumption take place at the same time. Active in the food delivery scenario for 12
years, starting in 2006, Menulog has added in its repertoire, three million customers, active
on the platform. A part of its market expansion, Menulog added New Zealand to its market
base in the year 2012. In the year 2015, Menulog was acquired by the JustEat group which
made it all the more efficient and powerful. Thus, the place of service delivery remains
within Australia that is the country of origin and foreign lands like New Zealand. It offers
platforms for both iOS as well as Android devices. The nature of the service can be classified