PROJECT REPORT

(SUBMITTED FOR THE DEGREE OF B.COM HONOURS IN ACCOUNTING &

FINANCE UNDER THE UNIVERSITY OF CALCUTTA)

COMPARATIVE STUDY BETWEEN

“ZOMATO & SWIGGY” OF LAST 3 YEAR’S

SUBMITTED BY:

Name of the Candidate : Arjun Kumar

C.U Registration No : 017-1111-2521-17

Name of the College: The Bhawanipur Education Society

College Roll No : 172944

SUPERVISED BY:

Name of the Supervisor : Prof. Kushal Kanti Majumdar

Name of the college : The Bhawanipur Education Society

MONTH & YEAR OF SUBMISSION

June 2020
Page 1 of 40
 Supervisor’s Certificate

This is to certify that Mr. ARJUN KUMAR a student of B.COM

HONOURS in Accounting & Finance of BHAWANIPUR EDUCATION
SOCIETY COLLEGE under the University of Calcutta has worked
under my supervision and guidance for this Project Report with the
title COMPARATIVE STUDY BETWEEN ZOMATO & SWIGGY OF
LAST 3 YEARS which he is submitting, is his genuine and original
work to the best of my knowledge.

Signature :

Name : Prof. Kushal Kanti Majumdar

College : The Bhawanipur Education Society

Place : Kolkata

Date :

Page 2 of 40
 Student’s Declaration
I hereby declare that the Project Work with the title COMPARATIVE
STUDY BETWEEN ZOMATO & SWIGGY OF LAST 3 YEARS
submitted by me for the partial fulfillment of the degree of B.Com
Honours in Accounting & Finance under the University of Calcutta is
my original work & has not been submitted to earlier to any other
university for the fulfillment of the requirement of any course of
study.
I also declare that no chapter of this manuscript in whole or in part
has been incorporated in this report from any earlier work done by
others or by me. However, extracts of any literature which has been
used for this report has been duly acknowledged providing details
of such literature in the references.

Signature :

Name : Arjun Kumar

Address : 2/70A, Azadgarh,

Kolkata – 700040

Reg No. : 017-1111-2521-17

Place : Kolkata

Date :

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 ACKNOWLEDGEMENT

At the successful completion of the project, I would like to express

my sincere gratitude to all the people without whose support this
would not be completed.
At the onset I would like to thank my institute The Bhawanipur
Education Society College, Kolkata for giving us this opportunity to
undergo this research project at the graduation level.
I would also like to acknowledge the constant help, guidance and
encouragement of my college supervisor who regularly gave his
valuable suggestions and support in the making of this project.
I would also like to thank all those who helped me directly or
indirectly in this report.

Arjun Kumar

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 INDEX

Chapter Name of the Chapter Topic Page No.

1.1 Background of the study

1.2 Need
1. Introduction 1.3 Literature Review
1.4 Objectives of the study 6-14
1.5 Methodology
1.6 Limitations of the study
1.7 Chapter Planning

Conceptual Framework / National / 2.1 Definition – Comparative Study

2. International Scenario 2.2 Online Food Delivery Revolution, 15-17
National and International Scenario

3.1 Findings and analysis

3.2 Reliability 18-33
3.3 Comfort
3.4 Valet’s Interaction
3.5 Food safety
3. Presentation of Data, Analysis and 3.6 App facility
Findings 3.7 Offers
3.8 Companies response on complaints
3.9 Swot Analysis

4. Conclusion & Recommendations 4.1 Conclusion 34-36

4.2 Recommendations

References/Bibliography 37
Questionnaire 38-40

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 CHAPTER – 1

INTRODUCTION

Page 6 of 40
1.1 Background of the Study

If we rewind time by three years, no one India would know about

Online Food Delivery i.e. Zomato/Swiggy because it didn’t exist. But
now, the app is being used to complete over 1700000 food delivered
everyday with more than 105000 valets on the road. Its US
counterpart had already launched but came to India later and is
currently locked in head-on battle with Zomato and Swiggy. The
regulatory response to on demand services like Zomato and Swiggy
has been varied across the world. While some US city
administrations and Indian State Governments have approved new
legislation that allows on-demand services to ply on the streets.

ZOMATO

Foodiebay: - Zomato is a restaurant search and discovery and food

ordering and delivering service. Their mission is to ensure that
nobody has a bad meal. Zomato was founded by Deepinder Goyal
and Pankaj Chaddah in July, 2008 and is one of India’s largest
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restaurant guides, listing over 24 countries and in more than 10000
cities. Initially the service were started under the name Foodiebay
and in November 2010 the name was changed to Zomato as the
brand name of the company. Having a valuation of $2 billion.

SWIGGY

Bundl Technologies Pvt. Ltd. :- Swiggy is a food delivery company.

Swiggy was inspired by the thought of providing a complete food
delivery solution from the best neighbourhood restaurants to the
Urban foodie. Swiggy was founded by Sriharsha Majety, Rahul
Jaimini and Nandan Reddy in December, 2013 in Bangalore and
become operational in FY 2014-2015. The company is owned and
operated by Bundl Technologies Private Limited having a valuation
of $3.6 billion.

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1.2 Need
Every other day in India, there is a new start up offering efficient
Online Food Delivery service to the citizens operating in urban and
rural lifestyles. This raises a question that is India going through a
possible “Online Food Delivery Revolution”? In this paper, an
attempt has been made to do comparative study of two of such
Online Food Delivery aggregators that have radically changed the
way “the great Indian middle class” commutes daily – ZOMATO and
SWIGGY. Currently, both ZOMATO and SWIGGY are following the
strategy of expanding their operations and building customer base
in key metropolitan cities across India. The motive is to increase
market share and achieve economies of scale and at the same time
providing customer satisfaction. This article seels to understand the
dynamics of both Zomato and Swiggy by studying various factors
like the pricing, market share, revenue models, etc. The paper is
qualitative in nature and based on secondary data collected from
different sources.

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1.3 Literature Review

Here are some feedbacks made by Indian customers based on

the service which they received from Zomato & Swiggy.

ZOMATO

“We had a great experience with Zomato, the food was

arranged within 30 mins, that too on a busy Monday morning.
Awesome!”
- Abheek Bose

 “Great ambience and equally amazing service special shout-out

to Sharad, Arjun and Nitin. They were really helpful. The food
was amazing specially dahi wada and daal baati . They have a
huge spread of desserts to select from. It’s a must try”
- Shukla Bikku

 “Zomato is the best way for online food delivery. I always use
their service and they never disappoint me.”
- Ruben J. Mullen

 “I order food from Zomato and the seal of the box was broken.
How could I take risk of eating that specially during this covid
times. I reach out of Zomato and they said me to go to hell.
Pathetic customer care who will only reach out for a formality
and will not listen to you.”
- Saurav Arora

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SWIGGY

“Its an amazing food delivery app. During this lockdown period

they are working sincerely for us.”
-Naveenmacho

“Swiggy is a good app no doubt, but there are times when the
order delivery and hotel/restaurant management doesn’t work
well. I have faced a lot of difficulty, Swiggy should do a drive to
train all their executives. I would still give them a 4 star
because I have been using Swiggy for a very long time and have
encountered issues but also have had great services. So 4 stars
is not that bad.”
-Sumiri Trivedi

“Many things are good while ordering food from Swiggy but
Cancellation policy does not meet the peoples expectation.”
-Romy

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1.4 Objectives of the Study
The Main Objective of this
 To make a comparative study between ZOMATO and
SWIGGY on the basis of swot analysis.
 To determine which company between ZOMATO and
SWIGGY is providing more benefits to its customer
through its service
 Which company between ZOMATO and SWIGGY is more
accepted by the people of our society.

1.5 Methodology
The entire comparative study between Zomato and Swiggy is based
on primary data where I have taken a review of 50 people in South
Kolkata (Tollygunge) between 24.05.2020 – 15.06.2020. The review
is based on certain question about their experience from both
Zomato and Swiggy.
In the review sheet we are asking about 10 prospects based on
customer experience and facilities provided by both of the
companies. For e.g. – Reliability, Valet’s interaction, Food safety, app
facility etc.
Each prospect has five star ratings and here we are asking the
people how much they want to rate on that particular prospect
between Zomato and Swiggy.
Based on the rating provided by the people, the comparative studies
done.

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 In this way we are covering 10 prospects based on customer
satisfaction and in the end the ratings received by Zomato and
Swiggy is calculated to determine which company is based
according to that particular person.
We are dealing with 50 different individuals to take a complete
review, and based on ratings received by Zomato and Swiggy, the
result is determined whether Zomato is better or Swiggy.
Based on result, statistical & graphical presentation will be made to
determine which company is better.
1.6 Limitation of the Study

 There is no proper information regarding comparative

study between Zomato & Swiggy in the internet, hence
the entire procedure of making the comparative study has
to be done manually.
 In order to conduct the entire comparative study
manually, huge amount of time is required to deal with
different people to gather reviews.
 Besides taking a lot time, it also requires a lot of money to
make such a comparative study.
 Adequate amount of time was also not available to
complete the entire project.

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1.7 CHAPTER PLANNING

My Project has been divided into the following chapters:-

1. Introduction
2. Conceptual Framework / National and International
Scenario.
3. Presentation of Data, Analysis & Findings.
4. Conclusions & Recommendations.

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 CHAPTER – 2

CONCEPTUAL FRAMEWORK
/ NATIONAL &
INTERNATIONAL
SCENARIO

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2.1 DEFINATION
COMPARATIVE STUDY – A comparative study is a study in
which a participant is randomly assigned to one of two or more
different treatment groups for purposes of comparing the
effects of the treatment.
In this project I am doing a comparative study between two
leading online food delivery companies of India, ZOMATO &
SWIGGY in order to determine which company is provided
better service to its customer to get an upper hand in the
online food delivery market of India.

2.2 Online Food Delivery revolution, National and

International Scenario
National Scenario – India seems to be going through a
profitable online food delivery revolution. Every other day,
there is a new start up offering efficient and economical online
food delivery service to the citizens operating urban and rural
lifestyles.
Zomato & Swiggy are the online food delivery service that was
started in 2008 & 2014 in Haryana & Bangalore to solve the
city’s online food delivery setback. Zomato & Swiggy online
food delivery has completely revolutionized the way India food
delivery, and is favorite with almost every one , given its
convenience, efficiency and how it allowed us to serve us the
quality food daily.

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International Scenario – Since Zomato was launched, it gained
incredible popularity and is widely used all over the world. Its
secret lies in its simplicity: you don’t have to call a restaurant
or consume a street food, competing with people standing next
to you on your doorstep. You can now simply open the app on
your Smartphone, make a few taps and the food is in front of
your doorstep. Fast, efficient and totally personal – seems like
the dream of any client.
Swiggy – like apps are a new trend of on – demand economy
and it’s progressive rapidly. They allow customers to fulfill
there demands and immediately receive products and service.
Even more, they help customers feel like they are valued
because the company immediately response to their requests.

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 Chapter – 3

PRESENTATION OF
DATA,
ANALYSIS &
FINDINGS

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3.1 FINDINGS & ANALYSIS
This questionnaire has been issued to 50 different individuals.
The rating and reviews that I have collected, based on that the
comparative study is done.
The rating from each individual has been collected and all the
results have been averaged to achieve the result.
Based on the average results, graphical representation have
been made so that it can easily get understood.
After graphical representation, analysis has also been made in
order to justify the shown result.
The top eight points or prospects upon which the entire study
is made are –

1) RELIABILITY
2) COMFORT
3) VALET’S INTERACTION
4) FOOD SAFETY
5) APP FACILITY
6) OFFERS
7) COMPANY’S RESPONSE ON COMPLAINTS
8) SWOT ANALYSIS

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 3.1 RELIABILITY

Overall Rating
ZOMATO 3.52
SWIGGY 2.86

Reliability
ZOMATO,
4 3.52

3 SWIGGY, 2.86

Interpretation
Here we can see that out of five star rating, ZOMATO’s average
rating is 3.52 and SWIGGY’s 2.86
Hence, it can be easily said that on the basis of RELIABILITY
ZOMATO is much better than SWIGGY.
Reliability is such a prospect that it is very important for a company
to maintain in order to sustain in the Indian market. Reliability is
directly connected to the Goodwill of the company. Both of the
companies are working on their reliability so that people can totally
rely on them.
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After analyzing the reviews, I have discovered that some percentage
of people has reliability problem with SWIGGY. Booking a food
through SWIGGY can be easily done but the major problem is,
although the app shows that the food is arriving but at the time of its
arrival the valet’s doesn’t shows up . This is one of the major
problems with SWIGGY regarding reliability issues and that’s why
SWIGGY’s score is less than ZOMATO.

3.2 COMFORT

ZOMATO,
3.16
3.2
3.15
3.1
3.05
3
SWIGGY, 2.9
2.95
2.9
2.85
2.8
2.75
COMFORT

On the basis of COMFORT we can see that ZOMATO’s average

rating is 3.16 & SWIGGY’s average rating is 2.9
Hence we can easily say that ZOMATO is far better than
SWIGGY on the basis of comfort.

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 Comfort is something which every customer deserves.
Generally the prices or rates of both ZOMATO & SWIGGY are
relatively high than restaurant’s just because ZOMATO &
SWIGGY have added extra comfort to its service by providing
home delivery services. Last 3 years(2017-2019) both
ZOMATO & SWIGGY both are improving there services which
help the customers to gain extra comfort’s.

3.3 VALET’S INTERACTION

Valet's Interaction

3.2

ZOMATO
3.15 SWIGGY

3.1

3.05

On the basis of Valet’s Interaction ZOMATO’s average rating is 3.20

and SWIGGY’s average rating is 3.12

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Hence, ZOMATO has scored more than SWIGGY on the basis of
Valet’s Interaction.

Valet’s Interaction plays huge role when it comes to online

food delivery service. Valet’s role here is very important as he
is the only one who is representing the company to the
customer and providing service. A valet who is well mannered
and well behaved is generally expected by the customers.
Here we can see that SWIGGY’s score is less than ZOMATO.
Sometime it happens that after booking the food, when the
order is placed, the valet makes a call and insists the particular
customer to cancel it.

Some valets behave in an ill mannered way when the customer

insists the valet to come in their order location.
So these are the reasons why SWIGGY’s rating is less than
ZOMATO.

3.4 FOOD SAFETY

Average

4 SWIGGY, 3.58

3.5 ZOMATO, 3.08

2.5

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Here ZOMATO’s average rating is 3.08 and SWIGGY’s average
rating is 3.58
Hence in terms of Food Safety SWIGGY has scored better than
ZOMATO.
Food Safety is one of the biggest causes when it comes to make
a mark on the Indian customer. By saying Food Safety here I
want to show Valet’s contribution in maintaining food safety
by safely deliver food to us in given time.

While taking reviews the major complain that I have received

from the people regarding ZOMATO service is that, many
times ZOMATO valets takes more time to deliver the food.
Hence, these are the reason why ZOMATO’s rating is less than
SWIGGY.
In last 3 year’s SWIGGY has improved their food safety better
than Zomato(2017-2019).

3.5 APP FACILITY

App Facility

ZOMATO, 4.2

4.2
4.15
4.1 SWIGGY, 4.05

4.05
4
3.95

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Here ZOMATO’s average rating is 4.2 and SWIGGY’s average
rating is 4.05
Hence in terms of App Facility ZOMATO has scored better
than SWIGGY.

App is the main thing to book a food. But despite the apps
solving for the same customer main-point, the way they do it
and the things they focus on seem to be very different. And that
is reflected in the way their app flows are designed.
Both of those apps offer easy functionality. Both ZOMATO and
SWIGGY have the simple design. The restaurant’s page on both
the apps offers you maps view with your nearest restaurant’s
that are available near your location. Ordering are quite easier
with both the apps. Anyone get an estimate for your food order
even before you consume the food through this app.

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While taking reviews the major difference that I have received
from the people between ZOMATO and SWIGGY that SWIGGY
is less technologically advanced compared to ZOMATO. Many
people pointed that ZOMATO App is generally easy to use, in
compare of SWIGGY. In last 3 years(2017-2019) both the
ZOMATO & SWIGGY are improving their app for easy handling.
Hence, through these points we found ZOMATO is much better
than SWIGGY.

3.6 OFFERS

Offers

6 ZOMATO, 4.12
SWIGGY, 3.2
4

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In terms of Offers ZOMATO’s average rating is 4.12 and
SWIGGY’s rating is 3.2. Here we can clearly see that in terms of
offer ZOMATO is better than SWIGGY.

Each and every single company in India are trying to make

attractive offers in order to attract the attention of the
customer. In India making attractive offers is considered as one
of the biggest strategies to increase sale of the company. If a
company is successful enough to make attractive offers than no
one can stop that particular company from increasing their
income. In India people wait for offers, so making offers is
considered as a biggest weapon to attract customers.
So here also the same thing is done by both ZOMATO and
SWIGGY. The only problem here with SWIGGY is that, SWIGGY
is not regular in making offers whereas ZOMATO introduces
new offers on everyday basis to its customer. ZOMATO
provides attractive offers during festive seasons in cheap rates.
SWIGGY also provides offers but those are not as attractive and
cheap like ZOMATO. In last 3 year’s (2017-2019) ZOMATO &
SWIGGY both are providing many variable offer’s. But in
comparison ZOMATO provide more offer’s than SWIGGY.

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That’s why in terms of offers ZOMATO’s rating is higher than
SWIGGY.

3.7 COMPANIES’S RESPONSE ON COMPLAINTS

Companie's Response on Complaints

5 ZOMATO, 4.2

4 SWIGGY, 3.2

3
2
1
0

In terms of Companies’ Response on Complaints, ZOMATO’s

average rating is 4.2 and SWIGGY’s average rating is 3.2.
Here we can say that on the basis of companies’s response on
complaints, ZOMATO’s ratings are far better than SWIGGY.

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In order to make a company successful, besides paying
attention in marketing and service providing one should also
pay equal attention and importance to customer feedback and
complaint management. No company can become successful in
a log run basis if it does not have any proper feedback
management system.
In companies like ZOMATO & SWIGGY feedback or complaint
management sector plays a huge role in making their company
customer friendly. In every day basis, these online food
delivery service companies receive tons of complaints from
their customers. Here the real challenge is to deal with the
complaints and solve them.
The more the company is flexible in dealing with complaints
the more it becomes customer friendly.
Here we can clearly see from the ratings that ZOMATO has a far
better setup in dealing with customer complaints whereas
people are not quite impressed with the service they get from
SWIGGY’s complaints management.
The major feedback is that people who receive the complaints
on behalf of SWIGGY are very relevant to take any immediate
actions and the complaint remains pending. Whereas ZOMATO
has a very efficient complaint response system and they take
action immediately after they receive complaint.

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3.8 SWOT ANALYSIS

ZOMATO
Strengths
o Grabbed the first mover advantage as a online food
delivery aggregator in India.
o Acquired online food delivery for sure which made it No 1
in India.
o High awareness among people due to aggressive TV,
online and print media marketing technique.
o Huge customer base and due to network effect it is
increasing.
o Rapidly expanding and online application.
o Multiple rounds of venture capital investments have
made the brand financially strong.

Weaknesses
o Valets are the face of the company and hence their mis -
behavior directly affects its brand image.
o Monetization is very difficult as the demand is huge,
amount of cash burning is huge.

Opportunities
o Potential is high as unorganized market is huge (90%).
o Increasing internet penetration and Smartphone users.
o Rising disposable income of the people.

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 o Huge demands as the customers look for more and more
convenience in terms of hassle free food delivery and no
tension of finding food.
o Acquisition of smaller players in the market.

Threats

o New competitors entering the market.

o Presence of many national players in the market.
o Future is unclear due to lack of government regulations in
developing countries.

SWIGGY

Strengths

o Well recognized brand.

o Unlimited fleet of valets available. Regular online food
delivery service regulations are not applicable for
Zomato.
o Convenient system for the valets. They can work for
flexible hours and can even choose to be a part – time
employee.

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 Weakness

 Easily imitable ideas. Nothing will prevent competition from

presenting the same product / service.
 Swiggy and its customers have no bonding. Incentive
remaining with Swiggy is low.
 Cost of food delivery is very high, but, the valet’s do not earn
much.

Opportunities

 Customer’s are often dissatisfied with traditional food

delivery because of the year high prices and long waiting
time and hence can exploit new and big markets in
countries like India
 Can tap growing markets in suburban areas where food
delivery services are not available.
 Estimated Time of Arrival can be reduced with rise in the
number of Swiggy valet’s which in turn will make Swiggy
more liked by the customer’s and hence, the startup will
get more revenue and valet’s will also be profited

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 Can create some opportunities by which delivery charges
may reduced and increase the valet’s profit margin.

Threats

 Low – profit margins causes dissatisfaction among the

valet’s. These might lead to bad publicity, which can in
turn discourage the new valet’s from joining Swiggy.
 Increasing competition will ultimately decrease price.
This will discourage valet’s from joining the startup in
new markets, resulting in loss of customer’s.
Ultimately, Swiggy revenue will decline.
 As new markets and valet’s are joining, fraud and
scandals are also increasing. Its damaging for the
brands.

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 CHAPTERS -4

CONCLUSIONS AND
RECOMMENDATIONS

Page 34 of 40
4.1 CONCLUSIONS

31.68
32
31.5
31
30.5
30 29.31
29.5
29
28.5
28

ZOMATO SWIGGY

After adding of all the average ratings of both ZOMATO &

SWIGGY, here we can see that ZOMATO’s total rating is 31.68
and SWIGGY total ratings 29.31.

In the conclusion we can see that it was a tough competition

between ZOMATO & SWIGGY where both of the companies
have more or less equal impact on the customer’s. According to
the result, ZOMATO’s rating is bit higher than SWIGGY but the
differences between their ratings are very low with justified
that both of the companies surveys are providing equal
benefits to their customer’s.
Although the differences between the ratings are very marginal
and low , but still according to my objective of finding out

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which company is better between ZOMATO & SWIGGY , I can
say that after taking the review ZOMATO is considered as
better company than SWIGGY.

4.2 RECOMMENDATIONS

The competition between ZOMATO & SWIGGY was very tough

but still according to my result ZOMATO’s rating is a bit higher
than SWIGGY. So, there are some aspects on which SWIGGY can
work in the future to give tough competition to ZOMATO and
improve its ratings .

My recommendations are:-

1. Improvement in reliability and comfort.

2. Improvement in its App facility system.
3. More interesting and attractive offers.
4. Improvement in Complaint management.

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REFERENCES / BIBLIOGRAPHY

This report is an outstanding prospectus to convey my

gratefulness to those many whose timely help and
guidance went a long way finishing this project work
from commencement to achievement.

The following websites helped me to complete this

projects which is given as follows,

www.zomato.com
www.swiggy.com
www.mouthshut.com
www.reviewindia.com

Page 37 of 40
 3.1 QUESTIONNAIRE

NAME-

1) On the basis of RELIABILITY how much you want to rate?

ZOMATO SWIGGY

a) 0.1 – 1 a) 0.1 – 1
b) 1.1 – 2 b) 1.1 – 2
c) 2.1 – 3 c) 2.1 – 3
d) 3.1 – 4 d) 3.1 – 4
e) 4.1 – 5 e) 4.1 – 5

2) On the basis of COMFORT how much you want to rate?

ZOMATO SWIGGY

a) 0.1 – 1 a) 0.1 – 1
b) 1.1 – 2 b) 1.1 – 2
c) 2.1 – 3 c) 2.1 – 3
d) 3.1 – 4 d) 3.1 – 4
e) 4.1 – 5 e) 4.1 – 5

3) 0n the basis of VALET’S INTERACTION how much you want to rate?

ZOMATO SWIGGY

a) 0.1 – 1 a) 0.1 – 1
b) 1.1 – 2 b) 1.1 – 2
c) 2.1 – 3 c) 2.1 – 3
d) 3.1 – 4 d) 3.1 – 4
e) 4.1 – 5 e) 4.1 – 5
Page 38 of 40
4) 0n the basis of FOOD SAFETY how much you want to rate?

ZOMATO SWIGGY

a) 0.1 – 1 a) 0.1 – 1
b) 1.1 – 2 b) 1.1 – 2
c) 2.1 – 3 c) 2.1 – 3
d) 3.1 – 4 d) 3.1 – 4
e) 4.1 – 5 e) 4.1 – 5

5) 0n the basis of APP FACILITY how much you want to rate?

ZOMATO SWIGGY

a) 0.1 – 1 a) 0.1 – 1
b) 1.1 – 2 b) 1.1 – 2
c) 2.1 – 3 c) 2.1 – 3
d) 3.1 – 4 d) 3.1 – 4
e) 4.1 – 5 e) 4.1 – 5

6) 0n the basis of OFFER how much you want to rate?

ZOMATO SWIGGY

a) 0.1 – 1 a) 0.1 – 1
b) 1.1 – 2 b) 1.1 – 2
c) 2.1 – 3 c) 2.1 – 3
d) 3.1 – 4 d) 3.1 – 4
e) 4.1 – 5 e) 4.1 – 5

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7) 0n the basis of COMPANIES’S RESPONSE ON COMPLAINTS how much
you want to rate?

ZOMATO SWIGGY

a) 0.1 – 1 a) 0.1 – 1
b) 1.1 – 2 b) 1.1 – 2
c) 2.1 – 3 c) 2.1 – 3
d) 3.1 – 4 d) 3.1 – 4
e) 4.1 – 5 e) 4.1 – 5

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