Gousto case study

Founded in 2012, Gousto are a British meal kit retailer based in London. The business supply subscribers with recipe kit boxes which include all ingredients ready-measured which makes preparing meals hassle-free. Gousto were looking for a national delivery partner who excelled in performance and their main criteria was a carrier who consistently achieved 99.7% of deliveries to their customers. Initially, the business was looking for a partner who could deliver on Sundays.

CitySprint spent a lot of time putting an operational plan together to ensure this SLA was met, ensuring both parties had a holistic understanding of the terms and what they meant. Both businesses then came together and CitySprint worked closely with Gousto’s Customer Care team to focus on communication throughout the delivery window to improve the end experience for the customer. This collaborative approach meant that any queries were dealt with in phase one of the project and enabled the team to successfully launch the service when required.

CitySprint have consistently met and exceeded the agreed SLA. Due to the successful delivery performance, what started out as just deliveries on Sundays have now evolved into Sunday-Tuesday delivery dates too. Gousto have managed to find a reliable delivery partner who can handle ad-hoc projects as well as the day to day operations. Through CitySprint’s market leading technology, Gousto customers can track their delivery via personalised email and SMS notifications which help to keep the customer informed every step of the way.

"We are extremely pleased with the level of service and care that CitySprint has provided for our customers so far. We look forward to working with them on projects in the future as we continue to grow."