The experience aimed to gauge the level of customer satisfaction with the company’s services, as well as the daily experience of delivery drivers with customers and merchants, and the means to improve the process.
26, July 2021 – Doha, Qatar: Snoonu, Qatar’s fastest growing delivery-services company, recently embarked on an exceptional campaign to improve delivery services and gauge customer satisfaction using mystery shopper experiences.
The campaign kicked-off with CEO Hamad al Hajri personally working 3 shifts as a Snoonu delivery driver, a ‘Snooner’, in a bid to experience first-hand the interaction between his delivery team and the different facets of the business’ daily operations, including customers and merchants.
Al Hajri performed the deliveries in the Doha area wearing the casual outfit usually worn by his delivery drivers. After the completion of the experience, Al Hajri stated that the work was “too stressful”, citing pressure from restaurant staff and some customers, but praising the kind treatment and warm welcome of others.
Commenting on the experience, Founder and CEO of Snoonu, Hamad Mubarak Al Hajri said: “In general, I am very happy with the experience and the appreciation I received from customers for the fast and attentive service provided by our company. It is also a pleasure to see the good treatment afforded to our Snooners from the majority of customers, who treated me with dignity and respect and tipped generously, despite not knowing that I am the CEO. This is a good indicator of the positive image of our company and our drivers among the customer base and the kindness of the people in this country.”
Al Hajri further stated that he may embark on more delivery shifts to collect further data on the daily viewpoint of the ‘Snooner’, adding, after encouragement from a number of commenters, that he may video-log (or vlog) the experience to give a better perspective to the company and viewers. He later added that “in the next days we will do it live on Instagram.”
The move was widely lauded in the Qatari society and business community after it went viral on social media, most notably Twitter, with many commenters praising the “bold” and “brave” move, with many praising the initiative as an innovative step that “greatly contributes to raising the level of service.” Most comments also praised Snoonu’s fast delivery and efficiency, with others adding that, through this initiative Al Hajri has proven that he is “a great model for ambitious youth.”
As Qatar’s home-grown success story that aims to be the first local Unicorn company, Snoonu is keen to continue developing its services, introducing new features and improvements on its platform to streamline the process while offering seamless market-leading delivery services in Qatar to its over 100,000 users. Snoonu also has ambitious plans for regional and international expansion, including entering the Middle East and CIS markets.
Committed to Qatar’s community, Snoonu continues to support more than 2000 of its partner merchants with lower commissions, supporting them in the difficult context of the pandemic and offering a seamless online shopping experience to keep the community safe.