Working well with restaurants

Restaurants, riders, and the internal Deliveroo team are all working towards a common goal: making sure our customers are happy and well fed.

To provide a seamless experience for customers and achieve our goal to the best of our ability, we need to come together and help each other wherever possible.

What does this look like?

This approach is multi-directional – it means that our internal team supports restaurants and riders, restaurants help riders, and riders help restaurants. We are a team and each of us are equally important in achieving our goal of providing an amazing experience for customers.

What can I do?

Here are some of the ways you can help provide a great experience for restaurants.

1. Build a relationship with restaurant employees

When you stop in to pick up your order, give the restaurant employees a wave, shoot them a smile, or say hello! Friendly gestures are always appreciated, and also shows them you’re on the same team.

2. Support one another

When you’re on a team, it’s important that everyone feels like they can rely on each other. This could mean trying your best to arrive at the restaurant when you marked that you would be, and following through with orders you’ve accepted. Often the restaurant will have already begun preparing the food, and the food gets cold waiting for a replacement to get there. We sometimes see that restaurants that have experienced frequent last-minute rejected orders only want to start preparing the order once they see the rider. This slows you down, which we know you don’t want.

3. Understand they’re trying their best

Restaurants work hard to complete a large quantity of orders as quickly as possible. They don’t want to keep you waiting – this affects their position in Deliveroo’s search results, as well as their customer’s experience. However, if you’re unhappy with how long it has taken for a restaurant to complete an order, we want you to be able to give us this feedback constructively. In these instances, please mark your delivery as ‘thumbs down’ in the app and then select “Restaurant took too long” as your reason. We monitor rider feedback to learn more about the issues and use this information to address concerns with the restaurant directly wherever necessary.

4. Wearing Deliveroo kit

Sometimes restaurants can get concerned when they see riders come in without their thermal bag, because they know the thermal bag keeps food at the correct temperature and prevents spillages. Bringing in your thermal bag assures restaurants that customers will get to enjoy their meal the way it was meant to be eaten. Happy customers results in repeat orders for restaurants and more deliveries for riders!

Wearing your kit also means that restaurants will be able to spot you more easily!

If all of us continue to work together, support each other, and provide constructive feedback on how we can improve, we will ensure we reach our goal of making sure customers are happy and well-fed. Team work makes the dream work!