Is there anything you would change about Grubhub?

Question Analysis

This question is asking for your opinion on how Grubhub can be improved. It assesses your critical thinking, problem-solving skills, and how well you understand the company and its operations. It also provides insight into whether you've done your homework about Grubhub and its industry. The interviewer might be looking for constructive feedback rather than criticism, so it's crucial to frame your answer in a way that highlights potential improvements while showing respect for the company's current achievements.

Answer

Situation: During my preparation and research on Grubhub, I noticed that customer satisfaction and delivery efficiency are crucial aspects of its business model.

Task: I identified an area where Grubhub could potentially enhance its service to improve customer experience, which is the communication between the delivery personnel and the customer.

Action: To address this, I would suggest implementing a more robust real-time tracking system that allows customers to see the exact location of their delivery and receive updates about expected delivery times. Additionally, incorporating a feature that enables direct communication between the customer and the delivery person could help clarify any issues or special instructions promptly.

Result: By enhancing these communication features, Grubhub could increase customer satisfaction through transparency and reliability in delivery services. This improvement could lead to higher customer retention rates and positive word-of-mouth, which are vital for sustaining and growing the customer base.