Case Study: Munchery achieves real-time "Wow" customer experiences with Delighted

Munchery - Customer Case study

Munchery, a San Francisco–based meals-on-demand company, needed fast, scalable feedback to coordinate chefs, drivers, and developers and ensure every first-time customer got a “Wow” experience. To capture qualitative and quantitative customer input across branding, meal production, delivery and more, Munchery adopted Delighted’s customer feedback platform (dashboard, surveys and API) as its analytic center of gravity — the team even refers to the resulting metric as their “Wow Metric.”

Delighted gave Munchery a real-time dashboard, API-driven integrations, keyword tracking and per-dish analytics so issues could be surfaced, prioritized and acted on quickly; support now follows up with every customer who isn’t ecstatic. The result was clearer operational improvements (e.g., better on-time delivery impressions), a “constant customer voice” for decisions like biodegradable packaging, and measurable business impact that helped fuel growth — Munchery subsequently raised nearly $30 million.

Munchery

Conrad Chu

Co-Founder