Our actions following the National Survey of Delivery People
October, 2023 | South Africa
Introduction
I would like to express my gratitude for your commitment and active participation throughout this extraordinary year. Dialogue with delivery people using our application is our priority. We’re dedicated to this goal and have named it the “National Survey of Delivery People” to showcase our commitment. Every year for three years now, the National Survey lets delivery people share information about their experiences with the app. We use their feedback to make things better and create a plan together.
Over 6,000 of you have shared your thoughts during roundtable discussions and in response to the third survey. Your valuable input has enabled us to pinpoint key areas for enhancing your experience on the Uber Eats platform. This process allowed us to identify key priorities, leading to six main projects with practical solutions. Thank you for being a vital part of this process.
I am happy to present the findings of our third national survey, which we intend to conduct every year. We hope these initiatives will make your experience better with Uber Eats.
Charles Mhango, Head of Operations for Uber Eats Sub-Saharan Africa
Audio Recording
Record interactions with customers and merchants if you feel uncomfortable or unsafe.
In addition, we designed our new audio recording feature, which allows you to record audio while on a delivery and share it with the Uber Support team. If you feel uncomfortable while on a delivery, you can now record the audio of the trip within the app. If a user files a report with an audio file, the safety team will review it. Uber will take appropriate action in accordance with our policies.
Uber Direct Live Chat
Engage in live chat with customers to ensure smoother drop-offs.
47% of earners mentioned they’d like us to have customer chat on all Uber Direct orders. We’ve now implemented this feature on all Uber Direct orders for better communication between you and the customer.
Uber Package Earnings
Ensuring that no package gets left behind
55% of earners said that they want a return trip payment on Uber Connect orders. If you can communicate with the requester, it is important that you do not finish the trip until you have delivered the item. Where you have been unable to deliver the item, and in case you have to return it, the Uber App will automatically calculate the trip fare. Return to sender: it is recommended that you return the item to the sender and communicate with the sender via the app that you are returning the item. Ensure the trip is still active, so the return trip fare can be calculated automatically.
Merchant and Customer Live Chat
Addressing how merchants can communicate with customer
Many of you, about 61%, expressed concerns about operational issues, especially when items are out of stock at the merchant’s place during pickups. So, we’ve introduced a live chat feature. It allows merchants to directly talk to the customers through messages. This way, the merchant can let the customer know if a particular item is unavailable, making the delivery process easier for you.
Uber Eats Pro
We’re making the program better to help with your day-to-day expenses.
Adding more valuable rewards to Uber Eats Pro, designed to help you reduce expenses while operating. These rewards include labour and maintenance discounted services, essential motorbike/scooter accessories, motorbike services, rent-to-own options, and advanced tracking solutions. We believe these incentives will not only make your experience smoother but also help you save on costs, ensuring that you get the most out of your delivery journey.
Customer Address Validation
Handling customer drop-off information
A lot of you said that customers sometimes don’t give complete address details, which can be frustrating. The app now has a feature that will make sure customers give all the needed information for their delivery address. This should save you time and make it easier to find and deliver to the customer.
Clear and transparent communication
Communication that is clear and easy to understand
We want to make sure our communication is clear and easy to understand, as it is crucial to us. 94% of you have expressed the need for specific reasons when your account is temporarily or permanently deactivated. So, we’ve improved our communication by providing explanations for these decisions. You will receive these explanations through email and your driver-app Inbox.
Moreover, we will be introducing a new feature in the driver-app that will help you distinguish messages from Uber and Support, making it easier to keep track of your interactions. This enhanced Inbox offers useful functions, allowing you to archive messages that you no longer need with a simple swipe or tap. You can always revisit these archived messages and return them to your main Inbox using the same controls.
To stay updated, we encourage you to ensure your email address is accurate in your profile and regularly check your driver-app inbox for messages from Uber and Support.
We would like to say a big thank you to all the delivery people who participated in this 3rd edition of the National Survey of Delivery People. Your input and conversations with our Uber Eats team in South Africa were incredibly valuable. We’ve paid close attention to your feedback, and we promise to keep you updated on the progress of our actions following this National Survey of Delivery People. We are committed to making your delivery experience even better.
If you were unable to take part in this third National Survey of Delivery People, please keep an eye out for future surveys and roundtables, or other opportunities to provide your input.
Posted by Uber
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