>>APMG 8119: DIGITAL ENTERPRISE

REPORT PREPARED FOR:Hell Pizza New Zealand http://hellpizza.com/nz/

CUSTOMER EXPERIENCE MODEL ANALYSIS 

BY ANASTASIIA VOLKOVA POSTGRADUATE DIPLOMA IN BUSINESS

APMG 8119: DIGITAL ENTERPRISE2014

>>APMG 8119: DIGITAL ENTERPRISE

BUSINESS BACKGROUNDDetails

Online food ordering services are websites that feature interactive menus allowing customers to place orders with local restaurants and food cooperatives.

+ -

Customer ability to order food without errors in communication

risks of online payment

Business decrease in personal costs risk of failed orders

>>APMG 8119: DIGITAL ENTERPRISE

BUSINESS BACKGROUNDChoice of the business

As a case for this study the website of Hell Pizza was chosen for a number of reasons.

• First, the overall market of online food delivery is rapidly growing over the last decade

• Secondly, there’s a lack of e-buisnesses in Auckland which offer food delivery

• Thirdly, it reflects author’s personal interest in the case as a user of the service.

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BUSINESS BACKGROUNDBusiness Details

Hell Pizza is a New Zealand-based pizza chain

>>APMG 8119: DIGITAL ENTERPRISE

CONSUMER EXPERIENCE MAP“The best damned pizza in this life of the next”

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CONSUMER EXPERIENCE MAPMenu and customizing the pizza

>>APMG 8119: DIGITAL ENTERPRISE

CONSUMER EXPERIENCE MAPDelivery and Promotion

>>APMG 8119: DIGITAL ENTERPRISE

CONSUMER EXPERIENCE MAP

Customer experience… is the full, end-to-end experience.

It starts when you first hear about Amazon

from a friend, and ends when you get the

package in the mail and open it.

Jeff Bezos

>>APMG 8119: DIGITAL ENTERPRISE

CONSUMER REAL VIRTUAL EXPERIENCE

  Definitely yes

Yes Maybe No Definitely No

This website provides error-free ordering and delivery.

         

Information on delivery time and fee is available.

         

This website delivers ordered products without defects

         

SURVEY DATE _____PARTICIPANT NAME ____________AGE___________COUNTRY OF BIRTH ______________GENDER _____________Please provide answers to the questions below according on your experience on site http://hellpizza.com/nz/Tick the box with the most appropriate answer.

Website Design

>>APMG 8119: DIGITAL ENTERPRISE

CONSUMER REAL VIRTUAL EXPERIENCE

Design

Order fulfilment

Communication

Merchandise

Security/Privacy

Promotion online

>>APMG 8119: DIGITAL ENTERPRISE

CUSTOMER EXPERIENCE MODEL ANALYSIS

Thank you for your attention!