Notes
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O2 is Ordering Online
ORS is Order Requiring Support
DP is Delivery Partner
MX is Merchant
CX is Customer
UX is User Experience
PKT is PROCESS KNOWLEDGE TEST
FND is FOOD NOT DELIVERED
OTOF is ON TIME OR FREE
TAT is TURN AROUND TIME - Timeframe
DE is DELIVERY EXECUTIVE
FE is Field Executive
PDT is PROMISE DELIVERY TIME
EDT is ESTIMATED DELIVERY TIME
DC is DELIVERY CHARGES
OV is ORDER VALUE
Parameters on which karma is based on:- Gold ,Silver ,New ,Bronze ,Iron (Don’t disclose Karma to CX)
System promotes and demotes Karma
Order History
Overall number of orders placed on Zomato
Frequency of order placement
Average order value
No. of complaints raised
Type of complaints raised
Amount of refunds demanded
KRA
FR Quick Pill
First Response Time (FRT)
● Intermediate Response Time (IRT)
● Average Handling Time (AHT)
● Customer Satisfaction (CSAT) Excellent vs Awful ratings, 1s - 5s
● Concurrency
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