Case Analysis - SaladStop!

- Ayan Kumar Mandal, P22203

1. Identify different types of customers who visit or purchase from

SaladStop! Describe the characteristics of different types of customers.

Different Types of Customers at SaladStop!:

1. Office Workers on Lunch Break:

Characteristics:
1.1. Busy professionals
1.2. Time-constrained due to work commitments
1.3. Value efficiency in getting their meals quickly

Behavior:
1.4. Likely to visit during peak lunch hours
1.5. Prefer quick and straightforward ordering processes
1.6. Often take their meals back to their workplace

2. Health Enthusiasts:

Characteristics:
2.1. Health-conscious individuals
2.2. Prioritize nutritious and balanced meals
2.3. May have specific dietary preferences or restrictions

Behavior:
2.4. Spend time carefully selecting ingredients at the salad bar
2.5. Focus on fresh and healthy toppings
2.6. Often customize their meals to align with their health goals
3. Casual Diners:

Characteristics:
3.1. People looking for a pleasant dining experience
3.2. Enjoy the ambiance and social interaction
3.3. May visit during off-peak hours

Behavior:
3.4. Engage in conversations with salad artists while selecting toppings
3.5. May inquire about ingredients or menu options
3.6. Value a relaxed and enjoyable atmosphere

4. Online Pre-Order Customers:

Characteristics:
4.1. Customers seeking convenience and minimal wait times
4.2. Prefer to plan ahead
4.3. May have tight schedules

Behavior:
4.4. Place orders online through SaladStop! app or delivery platforms
4.5. Arrive at the store at their specified pickup time
4.6. Expect their orders to be ready for quick collection

5. Delivery Customers:

Characteristics:
5.1. Convenience-oriented individuals
5.2. Prioritize having food delivered to their preferred locations
5.3. Maybe ordering for groups

Behavior:
5.4. Place orders through delivery platforms
5.5. Wait for the delivery to arrive at their designated location
5.6. Rely on the delivery service for accuracy and timeliness
 2. Present the different stages in each type of customer’s journey.

Different Stages in Each Type of Customer's Journey:

1. Office Workers on Lunch Break

1.1. Enter the store during lunch break.
1.2. Join the queue at the salad bar.
1.3. Select toppings or opt for the set menu.
1.4. Pay at the cashier.
1.5. Collect meals at the collection point.
1.6. Dine-in or takeout to return to work.

2. Health Enthusiasts
2.1. Enter the store, often during non-peak hours.
2.2. Approach the salad bar.
2.3. Carefully select fresh and nutritious toppings.
2.4. Engage in conversations with salad artists about ingredients.
2.5. Pay at the cashier.
2.6. Collect meals at the collection point.
2.7. May dine in to enjoy the ambiance.

3. Casual Diners
3.1. Enter the store, likely during off-peak hours.
3.2. Approach the salad bar.
3.3. Engage in friendly conversations with salad artists while selecting toppings.
3.4. Take time to explore different topping options.
3.5. Pay at the cashier.
3.6. Collect the meal at the collection point.
3.7. Enjoy a leisurely dining experience in a relaxed ambiance.

4. Online Pre-Order Customers

4.1. Place orders in advance through SaladStop! App or delivery platforms.
4.2. Arrive at the store at the specified pickup time.
4.3. Locate orders on the online pickup shelf.
4.4. Efficiently collect the meal without waiting.
4.5. Choose to dine in or take out as per preference.

5. Delivery Customers
5.1. Place orders through delivery platforms.
5.2. Wait for the delivery to arrive at their specified location.
5.3. Receive the delivered meal from the delivery personnel.
5.4. Enjoy the meal at their chosen setting, whether it's home or office.
 3. What are the pain points of each type of customer?

Pain Points of Each Type of Customer:

1. Office Workers on Lunch Break:

1.1. Long wait times during peak lunch hours due to crowded queues.
1.2. First-time visitors might be confused about the order process, leading to frustration and
inefficiency.
1.3. Intersecting paths between the cashier, salad bar, and collection point create congestion
and discomfort during peak periods.

2. Health Enthusiasts:

2.1. Potential frustration from the delay caused by long queues during peak periods.
2.2. Rushed service during busy times may lead to rushed ingredient selection, compromising
their ability to make healthy choices.
2.3. Inconsistent service quality during peak hours affects the overall experience.

3. Casual Diners:

3.1. High stress during peak periods limits the staff's ability to engage in authentic
conversations with these customers, affecting their social dining experience.
3.2. Noise and congestion during busy times create discomfort for customers looking for a
relaxed ambiance.
3.3. Possibility of longer wait times impacting the relaxed dining experience.

4. Online Pre-Order Customers:

4.1. Pre-order customers typically experience minimal pain points as their orders are usually
ready on time.
4.2. If not clearly labeled, they may face minor issues locating orders on the pickup shelf.

5. Delivery Customers:

5.1. Relying on delivery platforms for accurate and timely delivery may not always be under
SaladStop!'s direct control.
5.2. Delivery customers miss out on the in-store experience, including interactions with staff
and the ambiance.