The Mwango Weekly
The Mwango Capital Podcast
Enhancing Consumer Experience on Online Delivery Platforms
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Enhancing Consumer Experience on Online Delivery Platforms

Episode 78

In this episode recorded on 09.05.2024, we are joined by the Competition Authority of Kenya’s Cecilia Kyenze - Senior Analyst, Policy and Research and Ninette Mwarania - Manager, Policy and Research to discuss the institution's role in enhancing consumer experience with online food delivery platforms.

We also cover regulating online food and grocery delivery marketplaces, the duration of market inquiries, handling consumer complaints, enhancing consumer experience, and addressing consumer data concerns.


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Show Notes

00:00:00 Introduction

00:01:29 CAK’s Mandate

00:05:59 Market Inquiries

00:10:26 Prioritization and Duration of Market Inquiries

00:12:22 Inquiry Into Online Food And Grocery Delivery Platforms

00:22:43 After a Market Inquiry

00:26:05 Handling Complaints and Enhancing Consumer Experience 

00:30:13 Addressing Consumer Data Concerns

00:32:03 Regulating Online Food and Grocery Delivery Marketplaces

00:33:01 Conclusions, Recommendations, and Takeaways

00:39:13 Closing Remarks

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The Mwango Weekly
The Mwango Capital Podcast
Breaking down businesses and understanding markets in East Africa