---
title: "Courier support research for a delivery app | antedote"
description: "Service research for a delivery app: depth interviews with couriers in three markets on how they use support, what they expect and how it compares."
url: "https://antedote.com/explore-our-work/understanding-what-couriers-need-from-support/"
author: "antedote"
---

# Understanding what couriers need from support

Couriers often deliver for more than one app, and a delivery app wanted to know how its support worked for them. We interviewed couriers across three markets about real moments when they needed help.

·

**Client**
Delivery app company

**Industry**
Consumer services

**Markets**
Three markets

**Kind of work**
Consumer understanding

**Our role**
Depth interviews with couriers about support, across three markets, against other apps

## What happened next

The company then commissioned further research from us.

## The question

Couriers often deliver for more than one app, and how each one supports them is part of how they choose where to work.

The company wanted to understand how couriers use its support, what they expect from it and how it compares, so it could decide what to improve.

## Our approach

We talked to couriers one at a time, at length, about real moments when they needed help, because support is remembered through specific incidents.

We recruited new couriers, who meet support while they learn the job, alongside experienced ones, and many who also deliver for other apps, so the comparison came from people who make it every day.

Interviews ran in each market’s own languages, with a pilot first to get the translations right.

## What the team came away with

A topline soon after fieldwork, then a debrief on support from the courier’s side: what good support looks like to them, the part each channel should play, recommendations and what to measure next.

Who we heard from

Couriers who deliver for the app, new and experienced, many of them also working for other apps

## Related work

[View consumer understanding case studies](https://antedote.com/explore-our-work/?work=Consumer%20understanding#library)

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**What we do**
[Strategic research](https://antedote.com/what-we-do/strategic-research/)

## Want to understand your customers better?

Bring the question, and we’ll talk through where to begin.

[Talk to us](https://antedote.com/talk-to-us/) · [hello@antedote.com](mailto:hello@antedote.com)

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