Group No.

: 9
Tahmeed Bin Mizan-1731885030
Daulat Hassan-1731412630
Nur E Alam -1722381630
Usama Murad -1620844630
Salahuddin Mahabub-1632070030

Ans to the Q no 01
As a local start-up company the opportunities and challenges did HungryNaki face on start-up as
compared with international Foodpanda are described below :
Hungrynaki was the first mover in providing online-food delivery services in Bangladesh in
2013. Whereas, Foodpanda, originated from Germany, their close competitor started their
operation sometimes later. As a result, they had great opportunities to grab the market share as
the first mover and also customers tended to be more interested in giving orders from them rather
than Foodpanda..
Hungrynaki also utilized their internet usage by improving their Search Engine
Optimization(SEO). As a result, in 2016 when someone searched for online food delivery
services in Bangladesh, in any search engine, Hungrynaki’s name was found at top, whereas,
their competitor Foodpanda’s name could be seen in a much lower position. This was also a
great opportunity for the business.
HungryNaki.com has a few challenges to overcome and working within the Trade
Improvement division is more challenging. The first challenges faced by hungrynaki compared
to foodpanda is that they couldn't deliver their food on time that they show in their app. But as
foodpanda is an international company they always take care of this thing that consumers get
their food on time.
Hungrynaki had a communication gap as a result they were very poor at their customer services.
Most of the time consumers could not connect to the company for complaints and others. If a
consumer complaint ,then their complaint was not addressed.
Hungrynaki lacked strategies as a result they could not give the quality services to their
customers. As foodpanda was doing it for a long time,they had enough experience about how to
deal with consumers and know about their needs before complaining.

Ans. to the Q. No.: 2

To maintain customer loyalty and customer retention, HungryNaki can introduce the following
strategies.
● Respond to customers Instantly: HungryNaki lost their loyal customers to Foodpanda
for its slow response time. Most of the customers didn’t stick with HungryNaki for the
lack of customer service and response time.
● Create Omnichannel Customer Service: By creating an omnichannel customer service,
HungryNaki can retain its customers. Customers expect seamless transitions across the
different platforms. By doing so, HungryNaki can collect customer feedback to know
whether your customers are satisfied or not. Accordingly, you can improve the support
process and exceed customer expectations.
● Offer consumer service “surprise” : HungrynakiHungrynaki have to give their
customers offers and surprises time after time to keep the consumer attracted to them and
online food delivery services.
● Set customer expectation: Give the customers something to look forward to. Customer
service has gone beyond attending to inquiries and complaints, you also need to meet
their expectations – even when you didn’t get their feedback.
● Build trust through relationship: By providing good services and immediate response
the company can build a trustworthy relationship with customers.
● Delighting Customers: Customer delight is an excellent customer retention tip, which
means businesses should go the extra mile to fulfill their customer expectations and
deliver a delightful experience.
● Brand Awareness: Educating customers refers to the effort a company takes to provide
authentic knowledge to customers to use their products or services. It helps to develop a
better understanding of your brand, which gives customers better clarity about your
products and services.
 ● Doing surveys: Hungrynaki can do surveys from their customers who order regularly so
that they can know where they are lacking in providing services.
● Promoting brand: This company needs to promote more than before as their competitor
is promoting their brand day and night.
● Over Deliver on promises: promise is a depth to the company. They need to fulfill their
promises of fast delivery if they want to gain trust.
● Lower Delivery Cost: Introducing a lower delivery cost than Foodpanda can help the
company to retain the existing customers.

References:
1)http://dspace.bracu.ac.bd/xmlui/bitstream/handle/10361/10286/14104136_BBS.pdf?
sequence=1&isAllowed=y
2) https://buildfire.com/customer-retention-strategies/