Customer Experience Driven Assignment Logic for Online Food Delivery

This paper presents an assignment algorithm for online food delivery which balances both customer experience and delivery costs. Authors propose a multi-objective optimization model to maximize customer experience and minimize delivery costs. For this objective, customer experience is modelled as a time-variant piece-wise linear function, resulting in customer experience meal-delivery routing-problem (CX-MDRP). The utility of the proposed methodology is demonstrated through a live experiment at one of the cities in India for 14 days, having approximately a hundred thousand food orders per day.