In September this year, we held our latest advisory forum in Auckland with delivery people from across New Zealand 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 33 hours of Open Hours calls
- 111 delivery people booked through Open Hours
- 220 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:
- high value earner recognition (e.g. milestones, events)
- available partnerships through Uber Eats Pro (e.g. fuel, phone plans etc), and
- rewards and discount amounts.
Top 3 ‘New Trip Type’ related topics they wanted advisors to discuss:
- food delivery,
- grocery delivery, 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 New Zealand face while delivering with the Uber Driver App.
What’s working?
- Refreshed BP partnership was well received, offering Increased fuel discounts, and new food, coffee and car wash discounts
- Phone plan discounts through 2 Degrees make mobile plans more affordable
Key concerns and suggestions for improvements:
- Insufficient recognition for delivery people at key trip milestones. Delivery People would like rewards at key trip milestones e.g. every 5,000 trips.
- 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?
- New trip types create new opportunities to earn, and keep the delivery experience interesting (e.g. grocery, alcohol)
- Grocery and alcohol orders are usually packaged well by merchants which helps make the delivery experience smooth
Key concerns and suggestions for improvements:
- Batched deliveries are sometimes not ready together which can result in long wait times and make food cold. It isn’t clear to delivery people when a customer has paid for priority delivery, which can make the order of batched deliveries seem inefficient.
- Concerns around the contents of consumer packages, and the potential that delivery people may be transporting dangerous goods.
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 developing improvements based on the discussion points 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 New Zealand
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