Customer experience: Case of an app-based delivery company in North Lima, 2022

Abstract

The objective of this research work was to describe the customer experience of a company specialized in delivery by application in North Lima, 2022. The type of methodology used was basic, with a qualitative approach and a case study research design, with a research level of descriptive scope, in addition to the research technique, a semi-structured interview was conducted with 3 customers of the Rappi delivery application in northern Lima, and the coding and triangulation of the interviews was carried out. It was found that the customer experience that is formed in the digital environment of delivery applications, has positive points when offering a product or service to a customer, such as practicality, speed, interaction and connection with the interface also ease of use is one of the key points that relates to the above, because customers are looking for something simple to reduce the time of your day, also to meet the expectations that the customer has, give what is offered, as this will serve as a basis for improvements. Likewise, customer satisfaction is to give the customer that extra of what I offer, and with which the customer feels that there is an accompaniment by the company.Finally, we can say that the emotions of a customer will be decisive for the experience process, because if an experience plan is not executed, companies today would be failing, as in the case of Rappi, which has digital transformation, but does not have the issue of advice or specialized area in each country and this was expressed by one of the customers.