Our delivery complaints were running at about 25 a month in the first half of last year. Almost all of them said the same thing: the food was good when it left, and sad when it arrived.
Separate what should not touch
Gravies now travel in their own sealed pots with tamper-evident lids. Rice has its own vented tub. Grills sit on a perforated liner so steam can leave instead of settling on the meat.
Breads, vacuum-sealed
Naan goes into a vacuum-sealed sleeve straight off the clay wall. The sleeve holds its own steam, so the bread stays pliable for roughly 45 minutes, which covers most of our Nairobi delivery range.
Two-stage dispatch
The riders collect when the grill is a few minutes from ready, not when the order is placed. The kitchen sees the rider arrive on the board and fires the tandoor items last.
Complaints fell to about 8 a month within three months. These illustrative figures are not verified restaurant results; the underlying method is the one we would apply.
Kitchen notes from Nuru Tandoor.
