{"id":5028,"date":"2022-01-19T12:13:15","date_gmt":"2022-01-19T12:13:15","guid":{"rendered":"https:\/\/sovanta.com\/cx-programm-fuer-delivery-hero\/"},"modified":"2022-02-11T12:26:19","modified_gmt":"2022-02-11T11:26:19","slug":"cx-programm-fuer-delivery-hero","status":"publish","type":"post","link":"https:\/\/sovanta.com\/en\/cx-programm-fuer-delivery-hero\/","title":{"rendered":"CX program for Delivery Hero"},"content":{"rendered":"\n<p>Over the past two years, Delivery Hero has collected over 4.5 million customer feedbacks from foodpanda customers in Asia Pacific and now faces the challenge of optimizing the implementation of customer experience surveys and the analysis of these responses in a dashboard.&nbsp;With a centralized CX program in <a href=\"https:\/\/sovanta.com\/en\/it-vereinfachen\/experience-management-mit-qualtrics\/\">Qualtrics XM<\/a>, we&#8217;re helping Delivery Hero make it happen.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">CX program: Master Survey<\/h2>\n\n\n\n<div id=\"kpiblock_61e7fc4f37dbb\" class=\"block__kpi alignright -detect-in-viewport block__kpi--small\">\n    <div class=\"block__kpi__wrapper\">\n\n        <div class=\"block__kpi__main__wrapper\">\n            <div class=\"block__kpi__main\">\n                <div class=\"block__kpi__kpi\">\n                    4,5                <\/div>\n                <div class=\"block__kpi__label\">\n                    Mio                <\/div>\n            <\/div>\n        <\/div>\n\n        <div class=\"block__kpi__description\">\n            Data Sets        <\/div>\n\n    <\/div>\n<\/div>\n\n\n<p>The project consists of two parts. The first involves consolidating the Net Promoter Score (NPS) surveys used to date at the country level in a master survey. To this end, the data already collected must be transferred to this master survey to enable retrospective evaluations.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">CX program: CX Dashboard<\/h2>\n\n\n\n<p>On the other hand, the focus is on the visualization of all data already collected (4.5 million data records) in a central CX dashboard. In the course of this, how the essential information on NPS is presented at the country level is to be optimized in a separate view &#8211; with a focus on the customer&#8217;s reasoning for the rating. In addition, we have also improved the text analytics configuration (Text iQ) to enable easier extraction of insights.<\/p>\n\n\n\n<div id=\"image-card-with-buttonblock_61e7fc8737dbc\" class=\"block__image-card-with-button -detect-in-viewport has-background has-seashell-background-color image-card\">\n      \n  \n\n<div id=\"quoteblock_61e7fc8e37dbd\" class=\"block__quote -detect-in-viewport block__quote--small\">\n\n    <div class=\"block__quote__wrapper\">\n\n                    <div class=\"block__quote__quote\">sovanta has been very helpful in optimizing our project setup for better managing the vast amount of customer feedback we collect across the Asia-Pacific region. The team consists of true CX experts, and we are eager to work with sovanta again in the future.<\/div>\n        \n                    <div class=\"block_quote__meta\">\n\n                                    <div class=\"block__quote__author\">\n                        Sebastian McClintock                    <\/div>\n                \n                                    <div class=\"block__quote__position\">\n                        Global Director, Delivery Hero                    <\/div>\n                            <\/div>\n        \n    <\/div>\n\n<\/div>\n\n\n  <\/div>\n\n\n<h2 class=\"wp-block-heading\">Three strong arguments for a CX program<\/h2>\n\n\n\n<ul class=\"wp-block-list\"><li>Simplified collection and analysis of customer feedback<\/li><li>The optimized technical performance of the Foodpanda dashboard<\/li><li>Improved view on the background of NPS scores across all countries<\/li><\/ul>\n\n\n\n<div class=\"wp-block-group has-lightcyan-background-color has-background\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\"><div class=\"wp-bootstrap-blocks-row row\">\n\t\n\n<div class=\"col-12 col-md-4\">\n\t\t\t\n\n<div id=\"iconblock_61e7fd7637dbf\" class=\"block__icon -detect-in-viewport block__icon--center\">\n  <span class=\"icon icon--svg\">\n<svg version=\"1.1\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" xmlns:xlink=\"http:\/\/www.w3.org\/1999\/xlink\" width=\"20\" height=\"20\" viewBox=\"0 0 20 20\">\n<path d=\"M9 10h1v1h-1v-1z\" fill=\"currentColor\"><\/path>\n<path d=\"M11 10h1v1h-1v-1z\" fill=\"currentColor\"><\/path>\n<path d=\"M13 10h1v1h-1v-1z\" fill=\"currentColor\"><\/path>\n<path d=\"M15 10h1v1h-1v-1z\" fill=\"currentColor\"><\/path>\n<path d=\"M9 13h1v1h-1v-1z\" fill=\"currentColor\"><\/path>\n<path d=\"M11 13h1v1h-1v-1z\" fill=\"currentColor\"><\/path>\n<path d=\"M13 13h1v1h-1v-1z\" fill=\"currentColor\"><\/path>\n<path d=\"M15 13h1v1h-1v-1z\" fill=\"currentColor\"><\/path>\n<path d=\"M9 16h1v1h-1v-1z\" fill=\"currentColor\"><\/path>\n<path d=\"M11 16h1v1h-1v-1z\" fill=\"currentColor\"><\/path>\n<path d=\"M13 16h1v1h-1v-1z\" fill=\"currentColor\"><\/path>\n<path d=\"M15 16h1v1h-1v-1z\" fill=\"currentColor\"><\/path>\n<path d=\"M17.5 7h-0.5v-2.5c0-0.133-0.053-0.26-0.146-0.354l-1.854-1.854v-1.793c0-0.276-0.224-0.5-0.5-0.5s-0.5 0.224-0.5 0.5v1.793l-1.854 1.854c-0.094 0.094-0.146 0.221-0.146 0.354v0.5h-2v-2.5c0-0.276-0.224-0.5-0.5-0.5h-8c-0.276 0-0.5 0.224-0.5 0.5v17c0 0.276 0.224 0.5 0.5 0.5h16c0.276 0 0.5-0.224 0.5-0.5v-12c0-0.276-0.224-0.5-0.5-0.5zM13 4.707l1.5-1.5 1.5 1.5v2.293h-1v-1.5c0-0.276-0.224-0.5-0.5-0.5h-1.5v-0.293zM14 6v1h-4v-1h4zM7 7.5v11.5h-5v-16h7v4h-1.5c-0.276 0-0.5 0.224-0.5 0.5zM17 19h-9v-11h9v11z\" fill=\"currentColor\"><\/path>\n<path d=\"M7 4h1v2h-1v-2z\" fill=\"currentColor\"><\/path>\n<path d=\"M5 4h1v2h-1v-2z\" fill=\"currentColor\"><\/path>\n<path d=\"M3 4h1v2h-1v-2z\" fill=\"currentColor\"><\/path>\n<path d=\"M3 7h1v2h-1v-2z\" fill=\"currentColor\"><\/path>\n<path d=\"M5 7h1v2h-1v-2z\" fill=\"currentColor\"><\/path>\n<path d=\"M3 10h1v2h-1v-2z\" fill=\"currentColor\"><\/path>\n<path d=\"M5 10h1v2h-1v-2z\" fill=\"currentColor\"><\/path>\n<path d=\"M3 13h1v2h-1v-2z\" fill=\"currentColor\"><\/path>\n<path d=\"M5 13h1v2h-1v-2z\" fill=\"currentColor\"><\/path>\n<path d=\"M3 16h1v2h-1v-2z\" fill=\"currentColor\"><\/path>\n<path d=\"M5 16h1v2h-1v-2z\" fill=\"currentColor\"><\/path>\n<\/svg>\n<\/span><\/div>\n\n\n<p class=\"has-text-align-center\"><strong>Industry<\/strong><\/p>\n\n\n\n<p class=\"has-text-align-center\">Online Delivery Platform<\/p>\n\n\t<\/div>\n\n\n\n<div class=\"col-12 col-md-4\">\n\t\t\t\n\n<div id=\"iconblock_61e7fde737dc2\" class=\"block__icon -detect-in-viewport block__icon--center\">\n  <span class=\"icon icon--svg\">\n<svg version=\"1.1\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" xmlns:xlink=\"http:\/\/www.w3.org\/1999\/xlink\" width=\"20\" height=\"20\" viewBox=\"0 0 20 20\">\n<path d=\"M18.5 18h-11c-0.827 0-1.5-0.673-1.5-1.5 0-0.048 0.011-1.19 0.924-2.315 0.525-0.646 1.241-1.158 2.128-1.522 1.071-0.44 2.4-0.662 3.948-0.662s2.876 0.223 3.948 0.662c0.887 0.364 1.603 0.876 2.128 1.522 0.914 1.125 0.924 2.267 0.924 2.315 0 0.827-0.673 1.5-1.5 1.5zM7 16.503c0.001 0.275 0.225 0.497 0.5 0.497h11c0.275 0 0.499-0.223 0.5-0.497-0.001-0.035-0.032-0.895-0.739-1.734-0.974-1.157-2.793-1.768-5.261-1.768s-4.287 0.612-5.261 1.768c-0.707 0.84-0.738 1.699-0.739 1.734z\" fill=\"currentColor\"><\/path>\n<path d=\"M13 11c-2.206 0-4-1.794-4-4s1.794-4 4-4 4 1.794 4 4c0 2.206-1.794 4-4 4zM13 4c-1.654 0-3 1.346-3 3s1.346 3 3 3 3-1.346 3-3-1.346-3-3-3z\" fill=\"currentColor\"><\/path>\n<path d=\"M4.5 18h-3c-0.827 0-1.5-0.673-1.5-1.5 0-0.037 0.008-0.927 0.663-1.8 0.378-0.505 0.894-0.904 1.533-1.188 0.764-0.34 1.708-0.512 2.805-0.512 0.179 0 0.356 0.005 0.527 0.014 0.276 0.015 0.487 0.25 0.473 0.526s-0.25 0.488-0.526 0.473c-0.153-0.008-0.312-0.012-0.473-0.012-3.894 0-3.997 2.379-4 2.503 0.001 0.274 0.225 0.497 0.5 0.497h3c0.276 0 0.5 0.224 0.5 0.5s-0.224 0.5-0.5 0.5z\" fill=\"currentColor\"><\/path>\n<path d=\"M5 12c-1.654 0-3-1.346-3-3s1.346-3 3-3 3 1.346 3 3-1.346 3-3 3zM5 7c-1.103 0-2 0.897-2 2s0.897 2 2 2 2-0.897 2-2c0-1.103-0.897-2-2-2z\" fill=\"currentColor\"><\/path>\n<\/svg>\n<\/span><\/div>\n\n\n<p class=\"has-text-align-center\"><strong>User<\/strong><\/p>\n\n\n\n<p class=\"has-text-align-center\">Customer Engagement &amp; Quality Management<\/p>\n\n\t<\/div>\n\n\n\n<div class=\"col-12 col-md-4\">\n\t\t\t\n\n<div id=\"iconblock_61e7fe0f37dc3\" class=\"block__icon -detect-in-viewport block__icon--center\">\n  <span class=\"icon icon--svg\">\n<svg version=\"1.1\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" xmlns:xlink=\"http:\/\/www.w3.org\/1999\/xlink\" width=\"20\" height=\"20\" viewBox=\"0 0 20 20\">\n<path d=\"M13.5 9c-1.378 0-2.5-1.122-2.5-2.5s1.122-2.5 2.5-2.5 2.5 1.122 2.5 2.5-1.122 2.5-2.5 2.5zM13.5 5c-0.827 0-1.5 0.673-1.5 1.5s0.673 1.5 1.5 1.5 1.5-0.673 1.5-1.5-0.673-1.5-1.5-1.5z\" fill=\"currentColor\"><\/path>\n<path d=\"M0.5 20c-0.13 0-0.258-0.051-0.354-0.146-0.137-0.137-0.183-0.342-0.116-0.524 1.539-4.231 3.157-6.377 4.808-6.377 0.545 0 1.054 0.234 1.515 0.694 0.728 0.728 0.754 1.453 0.648 1.933-0.334 1.508-2.464 2.985-6.33 4.391-0.056 0.020-0.114 0.030-0.171 0.030zM4.839 13.952c-0.495 0-1.078 0.434-1.685 1.255-0.597 0.807-1.197 1.957-1.788 3.427 1.335-0.537 2.408-1.082 3.199-1.625 1.067-0.733 1.383-1.3 1.46-1.646s-0.047-0.677-0.379-1.009c-0.27-0.27-0.534-0.401-0.808-0.401z\" fill=\"currentColor\"><\/path>\n<path d=\"M19.5 0c-2.595 0-4.907 0.44-6.874 1.308-1.621 0.716-3.009 1.72-4.126 2.986-0.208 0.236-0.401 0.475-0.58 0.715-0.862 0.057-1.744 0.4-2.624 1.020-0.745 0.524-1.493 1.25-2.225 2.157-1.23 1.524-1.986 3.027-2.018 3.090-0.109 0.219-0.044 0.485 0.154 0.628 0.088 0.064 0.191 0.095 0.293 0.095 0.128 0 0.256-0.049 0.353-0.145 0.005-0.005 0.483-0.475 1.298-0.936 0.672-0.38 1.708-0.827 2.961-0.906 0.317 0.811 1.224 1.781 1.659 2.216s1.405 1.342 2.216 1.659c-0.079 1.253-0.526 2.289-0.906 2.961-0.462 0.816-0.931 1.293-0.935 1.297-0.173 0.173-0.195 0.447-0.052 0.646 0.097 0.134 0.249 0.208 0.406 0.208 0.076 0 0.152-0.017 0.223-0.053 0.063-0.032 1.566-0.788 3.090-2.018 0.907-0.732 1.633-1.48 2.157-2.225 0.62-0.881 0.962-1.762 1.020-2.624 0.239-0.178 0.478-0.371 0.715-0.58 1.266-1.117 2.27-2.505 2.986-4.126 0.868-1.966 1.308-4.279 1.308-6.874v-0.5h-0.5zM3.107 9.808c0.953-1.383 2.41-3.098 4.052-3.637-0.649 1.137-0.985 2.181-1.106 2.843-1.159 0.071-2.158 0.408-2.946 0.794zM10.193 16.89c0.386-0.788 0.723-1.786 0.793-2.944 0.661-0.121 1.706-0.457 2.842-1.105-0.54 1.639-2.254 3.096-3.636 4.049zM15.044 10.75c-2.080 1.835-4.234 2.25-4.544 2.25-0.002 0-0.207-0.004-0.759-0.393-0.385-0.271-0.834-0.657-1.262-1.085s-0.814-0.877-1.085-1.262c-0.389-0.552-0.393-0.757-0.393-0.759 0-0.31 0.415-2.464 2.25-4.544 2.196-2.488 5.557-3.849 9.744-3.95-0.101 4.187-1.461 7.548-3.95 9.744z\" fill=\"currentColor\"><\/path>\n<\/svg>\n<\/span><\/div>\n\n\n<p class=\"has-text-align-center\"><strong>Go Live<\/strong><\/p>\n\n\n\n<p class=\"has-text-align-center\">Q3 \/ 2021<\/p>\n\n\t<\/div>\n\n<\/div>\n<\/div><\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Any questions left?<\/strong><\/h2>\n\n\n\n<p>We are happy to talk to you about projects that are not only exciting but can also be implemented successfully.<\/p>\n\n\n\n<div id=\"contact-personblock_61e7fe9337dc7\" class=\"block__contact-person -detect-in-viewport block__contact-person--default block__contact-person--with-headline\">\n\n  <div class=\"contact-person__wrapper\">\n\n    <div class=\"contact-person__header\">\n\n      <div class=\"contact-person__header__wrapper\">\n\n        \n\n                    <div class=\"contact-person__image\">\n            <img decoding=\"async\" width=\"350\" height=\"466\" src=\"https:\/\/sovanta.com\/wp-content\/uploads\/2021\/12\/Person_Cody-Wedl_web_700x933-350x466.jpg\" class=\"attachment-contact_person size-contact_person wp-post-image\" alt=\"\" srcset=\"https:\/\/sovanta.com\/wp-content\/uploads\/2021\/12\/Person_Cody-Wedl_web_700x933-350x466.jpg 350w, https:\/\/sovanta.com\/wp-content\/uploads\/2021\/12\/Person_Cody-Wedl_web_700x933-225x300.jpg 225w, https:\/\/sovanta.com\/wp-content\/uploads\/2021\/12\/Person_Cody-Wedl_web_700x933.jpg 700w\" sizes=\"(max-width: 350px) 100vw, 350px\" \/>          <\/div>\n                                  <div class=\"contact-person__name\">\n              Cody Wedl            <\/div>\n                        <div class=\"contact-person__position\">\n              Head of Business Development | President sovanta America Inc.            <\/div>\n          \n          \n      <\/div>\n\n    <\/div>\n\n    <div class=\"contact-person__body\">\n\n              <h2 class=\"h3 contact-person__headline\">Your Contact<\/h2>\n      \n      \n                    <div class=\"contact-person__text\">\n          Cody Wedl is responsible for our strong partnership with SAP. As President of sovanta America Inc. he is also responsible for all go-to-market activities in the USA.        <\/div>\n      \n                  \n                    <div class=\"contact-person__channels\">\n                              <a href=\"mailto:cody.wedl@sovanta.com\" class=\"contact-person__channel contact-person__channel--mail\" rel=\"noopener noreferrer\" target=\"_blank\" title=\"Contact via Mail\">\n            <span class=\"icon icon--svg\">\n<svg version=\"1.1\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" xmlns:xlink=\"http:\/\/www.w3.org\/1999\/xlink\" width=\"20\" height=\"20\" viewBox=\"0 0 20 20\">\n<path d=\"M17.5 6h-16c-0.827 0-1.5 0.673-1.5 1.5v9c0 0.827 0.673 1.5 1.5 1.5h16c0.827 0 1.5-0.673 1.5-1.5v-9c0-0.827-0.673-1.5-1.5-1.5zM17.5 7c0.030 0 0.058 0.003 0.087 0.008l-7.532 5.021c-0.29 0.193-0.819 0.193-1.109 0l-7.532-5.021c0.028-0.005 0.057-0.008 0.087-0.008h16zM17.5 17h-16c-0.276 0-0.5-0.224-0.5-0.5v-8.566l7.391 4.927c0.311 0.207 0.71 0.311 1.109 0.311s0.798-0.104 1.109-0.311l7.391-4.927v8.566c0 0.276-0.224 0.5-0.5 0.5z\" fill=\"currentColor\"><\/path>\n<\/svg>\n<\/span>    <\/a>\n                      <a href=\"https:\/\/www.linkedin.com\/in\/codywedl\/\" class=\"contact-person__channel contact-person__channel--linkedin\" rel=\"noopener noreferrer\" target=\"_blank\" title=\"Contact via Linkedin\">\n            <span class=\"icon icon--svg\"><svg aria-hidden=\"true\" focusable=\"false\" data-prefix=\"fab\" data-icon=\"linkedin-in\" class=\"svg-inline--fa fa-linkedin-in fa-w-14\" role=\"img\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 448 512\"><path fill=\"currentColor\" d=\"M100.28 448H7.4V148.9h92.88zM53.79 108.1C24.09 108.1 0 83.5 0 53.8a53.79 53.79 0 0 1 107.58 0c0 29.7-24.1 54.3-53.79 54.3zM447.9 448h-92.68V302.4c0-34.7-.7-79.2-48.29-79.2-48.29 0-55.69 37.7-55.69 76.7V448h-92.78V148.9h89.08v40.8h1.3c12.4-23.5 42.69-48.3 87.88-48.3 94 0 111.28 61.9 111.28 142.3V448z\"><\/path><\/svg><\/span>    <\/a>\n                          <\/div>      \n    <\/div>\n\n  <\/div>\n\n<\/div>","protected":false},"excerpt":{"rendered":"<p>Over the past two years, Delivery Hero has collected over 4.5 million customer feedbacks from foodpanda customers in Asia Pacific and now \u2026<\/p>\n","protected":false},"author":3,"featured_media":3317,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"content-type":"","footnotes":""},"categories":[308],"tags":[],"competence":[],"Industry":[],"line_of_business":[],"resource":[379,643],"systems-and-technologies":[382],"class_list":["post-5028","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-sovanta-en","resource-success-stories-en","resource-qualtrics-xm-use-cases-en","sap-product-qualtrics-en"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v24.9 - 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