Customer complaints about service or food safety, and general quality incidents for delivered products, are bound to happen. It’s how brands use these incidents to further enhance product quality and the customer experience that matters.

Restaurant and grocery customers will—and should—report bouts with food poisoning, issues with packaging or labeling, out-of-date products, the quality of the items they ordered, and more. Whether an issue is identified upon delivery, discovered later, or involves a customer, it must be properly documented and reported, and then immediately addressed before the problem becomes more widespread. This is especially critical when it comes to food quality incidents involving customers, which have the potential to result in costly lawsuits, insurance claims, and reputational harm. Brands that respond with urgency, transparency, and conclusive action can reduce the impact to their reputation and the bottom line.

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