>>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 ENTERPRISE 2014
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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
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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
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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
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CONSUMER EXPERIENCE MAP“The best damned pizza in this life of the next”
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CONSUMER EXPERIENCE MAPMenu and customizing the pizza
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CONSUMER EXPERIENCE MAPDelivery and Promotion
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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
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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
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CONSUMER REAL VIRTUAL EXPERIENCE
Design
Order fulfilment
Communication
Merchandise
Security/Privacy
Promotion online
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CUSTOMER EXPERIENCE MODEL ANALYSIS
Thank you for your attention!