HelloFresh, the world’s leading meal-kit delivery provider, is on a mission to change the way people eat. Founded in Berlin in 2011, the company delivers high-quality meal kits through a flexible, customizable subscription program. Its combination of affordability and convenience has turned it into a global powerhouse delivering 1 billion meals to more than 7 million active customers in 2021.
Running a successful subscription-based business relies on keeping customers happy, especially when it comes to dinner. For HelloFresh customers, having access to over 50 meal options each week satiates their hunger for meal customization — yet also brings more potential for a user experience glitch to drive them away.
The company’s digital and physical product teams looked to user feedback for insights on delivery issues, cancellations, and user sentiment, but the process was entirely manual. With roughly 80,000 points of unique customer feedback flowing in each month from chat and phone support, surveys, social media channels, and app store reviews, HelloFresh was overwhelmed by so much customer feedback. HelloFresh also didn’t have the time or resources to manually turn that flow of user feedback into data-driven directions or prioritizations.
“We really care about what makes our customers happy, or unhappy, from the moment they convert to ongoing delivery, meal prep, loyalty rewards, and more. But our process for gathering user feedback relied on manual effort so we couldn’t quickly see sentiment, recognize trending issues, or track quality issues over time. That’s why we embraced unitQ.”
Jake Zukowski, Vice President, Global UX Research & Design at HelloFresh.
Continue reading the HelloFresh story on the unitQ Customer page.