Case Study: Delivery Hero achieves up to 30% improvement in transactional NPS with Qualtrics

How Delivery Hero improved transactional NPS by up to 30%

Delivery Hero, a Berlin-based online food ordering platform connecting over 250,000 restaurants across 39 countries, struggled to understand customer and partner expectations and to translate feedback into action. That lack of visibility left gaps in the end-to-end experience and limited its ability to improve customer service and Net Promoter Score (NPS).

By deploying Qualtrics CustomerXM, mapping journeys for customers, restaurants and drivers, and collecting feedback at every touchpoint, Delivery Hero used built-in statistical and AI analytics plus CX workshops to identify drivers of dissatisfaction and prioritize fixes. Rolled out across 39 countries with role-based dashboards for employees, the program lifted customer service satisfaction and transactional NPS by up to 30% within a year.

Delivery Hero

Sebastian Mcclintock

Customer Experience Director