Food Delivery oCX Report
Summer 2023
This report offers an AI-based analysis of 350,000 customer reviews from 2023, covering the top 80 brands worldwide, including DoorDash, Uber Eats, Just Eat, and Grab. It introduces the Observational Customer Experience (oCX) score, an objective metric to quantify customer reviews. The report features leaderboards across service quality, ease of use, and delivery time, and explores cultural and local trends in food delivery experiences in North America, Europe, and Asia.
oCX Rankings: Leaderboard of Customer-Centric Brands
1
Beyond Menu
2
Mr D
3
Thrive Market
4
Zomato
5
EAT Club
6
Publix
7
Vivino
8
Foodhub
9
Instacart
10
Drizly
oCX Rankings
Beyond Menu
Mr D
Thrive Market
Zomato
EAT Club
Publix
Vivino
Foodhub
Instacart
Drizly
About oCX Score
oCX, or Observational Customer Experience, is a unique metric we’ve developed to gauge the quality of customer experience. Unlike traditional survey-based metrics, oCX is derived from actual written feedback, providing a richer and more authentic reflection of the customer’s perspective. Using advanced AI techniques, we assign numerical scores to customer reviews, allowing us to accurately assess the overall customer experience across various channels, from surveys to social media comments and reviews.
