Swiggy Customer Support Experience

Survey Report — 120 Responses | Conducted: Feb-Mar 2025 | Target: Users with 3+ orders/month

1. Demographics

Age Distribution

18-24 years
28%
34
25-34 years
45%
54
35-44 years
18%
22
45+ years
8%
10

Gender

Male
58%
70
Female
38%
46
Prefer not to say
3%
4

City Tier

Tier 1 (Metro)
68%
82
Tier 2
22%
26
Tier 3
10%
12

2. Order Frequency & Platform Usage

How many times do you order food online per month?

1-2 times
12%
14
3-5 times
28%
34
6-10 times
35%
42
11-20 times
18%
22
Almost daily (20+)
7%
8
Target segment (3+ orders/month) = 88% of respondents (106 users) — aligned with our hypothesis focus

Primary food delivery app?

Swiggy
52%
62
Zomato
34%
41
Both equally
14%
17

3. Customer Support Experience

How often do you contact customer support?

Never
8%
10
Rarely (1-2x/quarter)
20%
24
Sometimes (1-2x/month)
38%
46
Often (weekly)
25%
30
Almost every order
8%
10
72% contact support at least once per month (86 out of 120 respondents)

What is the #1 reason you contact support? (Select one)

Order tracking / ETA issues
33%
40
Refund / payment issues
24%
29
Wrong / missing items
22%
26
Late delivery
12%
14
App bugs / technical
6%
7
Other
3%
4
55% say order tracking is their biggest pain point when combining tracking + late delivery categories

4. Wait Time & Satisfaction

How long do you typically wait to get support?

< 2 minutes
8%
10
2-5 minutes
18%
22
5-10 minutes
34%
40
10-15 minutes
28%
34
15+ minutes
12%
14
40% wait more than 10 minutes before getting resolution — a major friction point

How satisfied are you with Swiggy's customer support? (1-5 scale)

3.4
Average CSAT Score (out of 5)
18%
Rated 1 or 2 (Very Unsatisfied)
35%
Rated 3 (Neutral)
47%
Rated 4 or 5 (Satisfied)

5. Self-Service & Resolution Preferences

Would you prefer to resolve issues yourself in-app (without contacting an agent)?

Strongly prefer self-service
38%
46
Somewhat prefer
30%
36
No preference
18%
22
Prefer talking to agent
14%
16
68% would prefer self-service options — massive opportunity for product-led resolution

Have you ever found Swiggy's existing self-service options adequate?

Yes, always
12%
14
Sometimes
35%
42
Rarely
32%
38
Never / didn't know they exist
22%
26
53% say self-service is rarely or never adequate

6. Auto-Refund & Instant Resolution

If Swiggy offered instant auto-refund for orders under ₹300 (no agent needed), how likely would you use it?

Definitely would use
58%
70
Probably would use
26%
31
Maybe
12%
14
Probably not
4%
5
84% would definitely or probably use auto-refund — validates our solution hypothesis

What percentage of your orders are under ₹300?

62%
Average % of orders under ₹300
₹245
Median order value for refund requests

7. AI Chatbot & Live Tracking Preferences

Would you trust an AI chatbot to resolve your support queries?

Yes, for simple issues
52%
62
Yes, if it can escalate
24%
29
Neutral
14%
17
No, prefer human agent
10%
12

How important is live GPS tracking of your delivery partner?

Extremely important
48%
58
Very important
30%
36
Somewhat important
15%
18
Not important
7%
8
78% say live GPS tracking is very/extremely important

8. Key Findings Summary

FindingData PointHypothesis Validated
Users contact support frequently72% contact at least once/monthYes — H1, H2
Order tracking is #1 pain point55% cite tracking as biggest issueYes — H1
Self-service options inadequate53% say rarely/never adequateYes — H2
Users prefer self-resolution68% prefer self-service over agentYes — H2
Long wait times cause frustration40% wait 10+ minutesYes — H1, H2
Auto-refund has high demand84% would use auto-refund < ₹300Yes — H3
AI chatbot acceptance is high76% trust AI for simple + escalatable issuesYes — H2
Live GPS tracking is critical78% say very/extremely importantYes — H1