All key terms: from CRM to last-mile delivery
A method of comparing two versions (A and B) to determine which one performs better. Used in delivery for testing menu design, pricing, promotions, and notification copy.
A platform that brings together restaurants and customers in one marketplace. Aggregators (Uzum Tezkor, Wolt, Glovo) bring traffic but charge a 15-30% commission. Managing presence on aggregators is a key part of the sales strategy.
The average value of an order. Calculated as GMV / number of orders. A key metric for unit economics analysis and marketing campaign planning.
Application Programming Interface β a set of protocols for communication between systems. API allows connecting POS, CRM, courier services, and payment systems to the delivery platform. Open API is a sign of a mature platform.
Delivery between businesses: from supplier to restaurant, from manufacturer to distributor. B2B delivery is characterized by large volumes, regularity, and specific logistics requirements.
Delivery from business to the end consumer. The main type of delivery for restaurants, shops, and e-commerce. Requires high speed, quality tracking, and a convenient customer interface.
Buy Online, Pick Up In Store β buying online and picking up from a store or restaurant. BOPIS reduces delivery costs and shortens waiting times. Popular among 40-60% of customers.
A commercial kitchen rented only for preparing food for delivery. Multiple brands can operate from one cloud kitchen, sharing equipment and rent costs. Also called a ghost kitchen.
The cost of acquiring one customer. The result of dividing advertising and marketing costs by the number of new customers acquired. A healthy LTV/CAC ratio for delivery is above 3:1.
The percentage of customers who stopped using the service over a period. The flip side of Retention. Reducing Churn by 5% can increase profit by 25-95%.
An ordering model where a customer buys online and picks up the item at a selected point. Similar to BOPIS but can include pickup points outside of stores. Reduces the load on the courier service.
Customer Relationship Management β a system for managing relationships with customers. Collects and analyzes data on orders, preferences, and behavior. In the restaurant business, it helps personalize marketing and increase repeat sales.
A measure of customer satisfaction with a specific interaction. Usually measured immediately after an order on a 1-5 scale. Complements NPS by showing transactional satisfaction.
A restaurant kitchen without a dining hall, working only for delivery. Reduces rent costs and allows focusing on operational efficiency. Popular among virtual brands.
An interactive panel with key business metrics in real-time. Unifies data on orders, revenue, couriers, and customers. Simple provides customizable dashboards for owners and managers.
The process of distributing orders among couriers. Auto-dispatching takes into account courier location, workload, preparation time, and delivery zones. Reduces delivery time and increases courier utilization.
A trading model without its own warehouse: the item is sent from the supplier directly to the buyer. In the restaurant business, the analogue is a marketplace accepting an order, while a partner restaurant prepares and delivers.
The process of registering each transaction in the state tax system via a fiscal module. Mandatory under Uzbekistan legislation. Simple supports automatic receipt fiscalization via integration with the State Tax Committee.
The cost of dish ingredients as a percentage of its selling price. Optimal food cost for restaurants is 25-35%. Controlling food cost through inventory automation helps maintain margins.
The complete cycle of order processing: from receipt to delivery to the customer. Includes kitting, packaging, handover to the courier, and tracking. Fulfillment automation reduces order processing time by 2-3 times.
Technology for creating virtual geographical boundaries for trigger actions. Used in delivery to define service zones, automatically update order status when a courier approaches, and for targeted advertising.
The total volume of goods turnover on the platform. Includes all orders before deductions for discounts, returns, and commissions. GMV is the primary scale metric for marketplaces and delivery platforms.
Real-time tracking of courier locations via satellite navigation. Allows customers to see delivery status on a map and managers to monitor courier efficiency.
A cloud system for restaurant business automation. Includes POS, kitchen management, inventory, and staff management. Widely used in CIS restaurants and supports integration with delivery platforms.
The process of combining different software systems for data exchange. Integrating POS, CRM, aggregators, and courier services into a single ecosystem eliminates manual entry and errors. Simple supports 20+ integrations.
Data visualization on a map using color gradation. Used in delivery to analyze order density by district, identify "hot zones," and optimize courier placement.
The percentage of users who completed a target action (order, registration). Main conversions in delivery: visit β menu view β cart β order. Average order conversion is 2-5%.
A department or external service that delivers orders to customers. Includes hiring, training couriers, dispatching, and GPS tracking. The Simple platform allows managing own couriers and external services.
The final stage of the logistics chain β delivery of an order from a warehouse or restaurant to the customer's door. Last-mile accounts for up to 53% of all logistics costs. Optimizing this stage is critical for profitability.
The total profit a customer brings to a business over the entire period of cooperation. Depends on order frequency, average check, and retention rate.
An online platform that unifies sellers and buyers. In the context of delivery β a platform where customers can choose from many restaurants and shops. Differs from an aggregator by having its own logistics.
Automatic calculation of optimal delivery routes for couriers. Takes into account distance, preparation time, traffic, and delivery zones. Effective routing reduces delivery time by 20-30%.
A methodology for optimizing a menu based on the profitability and popularity analysis of each dish. Dishes are divided into "stars," "plowhorses," "puzzles," and "dogs." Helps increase profit by 10-15%.
Dividing the customer base into groups based on behavioral characteristics: order frequency, average check, recency of the last order (RFM analysis). Allows sending personalized offers to each group.
Managing multiple restaurant brands from one kitchen or one account. A multi-brand approach expands audience reach and allows testing new concepts with minimal costs.
A customer loyalty index. Measured by the question "Would you recommend us?" on a 0-10 scale. An NPS above 50 is considered excellent. Simple helps collect NPS via auto-surveys.
The average amount of a single order. Calculated by dividing total revenue by the number of orders over a period. Increasing the average check is a primary lever for profit growth in delivery.
A sales strategy through all available channels with a unified customer experience. A customer can order via website, app, Telegram, aggregator, or QR menu β and receives the same service and bonuses everywhere.
Point of Sale β a system for automating the checkout area. Synchronizes orders, menus, and inventory stocks. Examples: iiko, R-Keeper, Poster. Integration with Simple allows automatic order receipt in POS.
An alphanumeric code giving a discount or special offer when ordering. Used for acquiring new customers, reactivating "sleeping" ones, and increasing the average check.
Instant messages to a user's device. Used for informing about order status, promotions, and personal offers. They increase Retention and engagement by 30-40%.
A digital restaurant menu accessible via QR code. A customer scans the code and sees the current menu with prices. Shortens service time and allows for quick updates.
A professional POS system for the restaurant business from UCS. Automates order management, kitchen operations, and reporting. One of the most popular systems in the CIS market.
The percentage of customers who made a repeat order over a period. High Retention (>40%) is a sign of a strong product. It is 5-7 times cheaper to retain a customer than to acquire a new one.
A method of segmenting customers by three parameters: Recency, Frequency, and Monetary value. Helps identify VIP customers, "sleeping" ones, and newcomers for targeted campaigns.
Software as a Service β a model of software distribution by subscription via the internet. The customer does not install the program but uses a cloud service. Simple provides a delivery platform as a service.
A system for rewarding regular customers with bonuses, discounts, or privileges. Increases order frequency by 20-35% and average check by 10-15%.
A list of menu items temporarily unavailable for ordering. Automatic synchronization of the stop-list between POS and sales channels prevents ordering of missing dishes.
An automated account in Telegram for receiving orders. The bot accepts orders, sends notifications, and processes payments. In Uzbekistan, it is one of the most effective sales channels.
A method of calculating business profitability at the level of a single unit (order or customer). Includes analysis of CAC, LTV, margins, and break-even point. Critical for assessing scalability.
The average number of items in a single order. Increasing UPT through recommendations and combo deals increases the average check without growing acquisition costs.
A restaurant brand that exists only online. Operates from a dark kitchen or an existing restaurant. Allows for quick launch of a new brand and testing of demand.
A mechanism for automatic data transfer from one system to another when an event occurs. For example, a webhook can send a notification to Telegram when a new order arrives.
A ready-made solution rebranded under the customer's trademark. A White Label app looks like the restaurant's own development β with its logo, colors, and name in stores.
Key delivery performance indicators: average time, percentage on time, cost per delivery, courier NPS. KPI monitoring helps identify bottlenecks.
The maximum distance from a restaurant at which delivery is carried out. Depends on the type of cuisine, preparation time, and population density. For hot dishes, usually 5-7 km.
A payment method where the customer pays in cash or by card upon receipt. In Uzbekistan, up to 60% of orders are paid on delivery. It is important to offer all payment methods.
A strategy of setting different delivery costs based on the zone or distance. Covers real logistics costs and stimulates orders from nearby zones.
