In October this year, we held our latest advisory forum with delivery people from across Australia to discuss ‘Uber Eats Pro, Partnership & Recognition’ and ‘New Trip Types’. The advisory forum was facilitated by an independent agency, RPS Group and members of Uber’s leadership team, and broader operations team were present to listen to advisors’ feedback.
Open Hours and the Have Your Say Survey
We want to thank the delivery people who provided feedback on the nominated topics by booking a call with an advisor through Open Hours or answering the Have Your Say survey.
Quick stats
- Advisors completed 54 hours of Open Hours calls in total
- 210 delivery people booked through Open Hours
- 1,153 respondents through the Have Your Say survey
What we heard:
Top 3 ‘Uber Eats Pro, Partnerships & Recognition’ related topics delivery people wanted advisors to discuss:
- milestone rewards and recognition (e.g. rewards at trip milestones)
- rewards and discount amounts, and
- available partnerships through Uber Eats Pro (e.g. fuel, phone plans etc)
Top 3 ‘New Trip Type’ related topics delivery people wanted advisors to discuss:
- Pack and deliver (Coles)
- Grocery pick up (Woolworths, Metro, IGA), and
- Alcohol delivery
‘Uber Eats Pro, Partnerships & Recognition’
Advisors brought what they heard through Open Hours into the discussion. They were also provided copies of the Have Your Say survey for context into some of the problems delivery people across Australia face while delivering using the Uber Driver App.
What’s working?
- Increased variety in partnerships (for example Samsung with attractive discounts on phones and other home goods, and Updoc telehealth with attractive discounts on online health consultations)
- Food and coffee discounts at Wild Bean Cafe at most BP fuel stations for affordable snack and drinks while out delivering
- Bridgestone tyre discounts
Key concerns and suggestions for improvements:
- Insufficient recognition for delivery people at key trip milestones
- Not enough Uber Eats Pro partnerships for delivery people on bicycle/e-bikes and motorbike/scooters
- No vehicle insurance or maintenance discounts. These are high cost items and Delivery People would like Uber to explore launching Uber Eats Pro partnerships in these areas.
‘New Trip Types’
What’s working?
- Pack and deliver (Coles) – this is a favourite new trip type for many delivery people because the experience in app is pretty smooth and feels meaningful when delivering groceries to people who are unable to shop themselves
- Grocery pick up wait times have decreased recently (though there is still room for improvement)
Key concerns and suggestions for improvements:
- Pack and deliver – inability to make higher priced replacements, and Plus card issues such as compatibility with certain devices and maximum allowed purchase amounts
- Grocery- The bags estimation of orders is not always accurate, leading to delivery people sometimes needing to pick up more bags than estimated. And the package of some orders can be improved especially for frozen items
- Alcohol – ID scanning for alcohol can be complex. Customers sometimes refuse to provide ID even if they’re of legal age. Scanning and uploading licenses can be time-consuming, especially with poor internet connection or portal issues.
Positive changes
We want to thank the advisors who engaged with us and the delivery people who provided their feedback during Open Hours and through the Have Your Say Survey.
We are working to continue to prioritise the insights heard and will share updates on our progress through ‘The Pit Stop’, our quarterly newsletter that focuses on the actions we’ve taken in response to feedback from you.
Posted by Uber Eats
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