How can Just Eat improve its restaurant partner onboarding process to reduce setup time and increase retention?

Introduction

To improve Just Eat's restaurant partner onboarding process, reduce setup time, and increase retention, we need to analyze the current process, identify pain points, and develop targeted solutions. I'll approach this challenge by examining user segments, analyzing pain points, generating solutions, and proposing metrics for success.

Step 1

Clarifying Questions (5 mins)

• Looking at the restaurant partner onboarding process, I'm thinking about the current average setup time. Could you share what the typical onboarding duration is for a new restaurant partner?

Why it matters: This helps us set a baseline and determine the scale of improvement needed. Expected answer: The current average setup time is 2-3 weeks. Impact on approach: A longer setup time would indicate more significant process inefficiencies to address.

• Considering retention is a key goal, I'm curious about the current churn rate for restaurant partners within the first six months. Can you provide insight into this metric?

Why it matters: Understanding the current retention rate helps us gauge the severity of the problem and set appropriate targets. Expected answer: The churn rate is around 20-25% within the first six months. Impact on approach: A high churn rate would suggest focusing on early-stage support and engagement strategies.

• Given the competitive landscape in food delivery, I'm wondering about the primary reasons restaurants cite for leaving the platform. Do we have data on the top factors contributing to partner churn?

Why it matters: This information will help us prioritize which aspects of the onboarding and early partnership experience to improve. Expected answer: Top reasons include high commission rates, technical difficulties, and lack of order volume. Impact on approach: We'd focus on addressing these specific pain points in our solution design.

• Thinking about Just Eat's broader strategy, I'm curious about any specific growth targets or markets the company is prioritizing. Are there particular types of restaurants or cuisines we're looking to onboard more aggressively?

Why it matters: Aligning our solution with Just Eat's strategic goals will ensure we're creating value for the business as well as partners. Expected answer: Just Eat is focusing on expanding its premium restaurant offerings and increasing presence in suburban areas. Impact on approach: We'd tailor our onboarding improvements to cater to these specific segments and geographies.