Sherri Malek's questions to Just Eat Takeaway.com (TKAYF) leadership • Q2 2022
Question
Sherri Malek of RBC Capital Markets asked to reconcile the commentary on overinvesting during the pandemic with the high loyalty of pandemic-acquired customers, questioning which specific KPI had underperformed.
Answer
CEO Jitse Groen clarified that while customer behavior KPIs like order frequency and loyalty are strong, the rate of new customer acquisition has normalized to pre-pandemic levels. This is lower than the exceptional acquisition rate during the pandemic, causing a temporary net decline in active users. The 'overinvestment' was relative to the current, more normalized growth rate, not the pandemic-era trajectory.