"Per Kilometer price needs to be reviewed. Fuel price is going up every week. Payment for delivery is not so good. And not enough delivery requests make it worse."

“More money for trips as fuel gets expensive and car maintenance is also expensive”

"Sometimes promotions are too hard to crack..."

"Some restaurants take lot of time to prepare food even more than 30 minutes which is major wastage of time for delivery to customer"

“Long wait at restaurants kills the momentum and it also impacts the earnings.”

"Some restaurants take lot of time to prepare food even more than 30 minutes which is major wastage of time for delivery to customer"

“Long wait at restaurants kills the momentum and it also impacts the earnings.”

"I think the maps and navigation generally run very well. My only problem is there’s a glitch in the pinning of one of my local restaurant and I’ve tried reporting it to the support team but they never do anything to change the glitch ie the location of the restaurant on maps"

"The fact the maps are so inaccurate is an absolute painful process. How do they end up being so wrong? And shopping centres, you have to google where you’re going to get an actual accurate address.”

"More accurate, especially at units and apartments. Usually you arrive at the back of the apartment. Put the map at the building door/entrance not the person”

¹ Verbatim feedback has been edited for clarity and brevity.

Quests are sometimes too difficult to achieve and there are multiple external factors impacting achievability including demand, closing times etc. Advisors also highlighted that this is felt more greatly by those who have been delivering longer. The Advisors suggested that making shorter, quicker Quest promotions that reward smaller trip tiers would feel more achievable and feel worth their time.

With the introduction of upfront estimated earnings, calculating Boost has become confusing. Advisors suggested retiring Boost and investing in more useful promotions such as daily Quests.

Inflation has impacted Delivery Person costs like fuel and other vehicle and personal expenses. Advisors explained that they do not feel like current earnings have risen in line with the cost of living and with increasing prices, they do not feel like this is sustainable. Advisors suggested that Uber Eats should look into additional partnerships (potentially via the Uber Eats Pro Program) including vehicle maintenance and insurance to help manage these costs.

Wait times at merchants can be unpredictable and have many flow on effects including consumer satisfaction and overall earnings for the Delivery Person. Negative consumer feedback due to wait times is often reflected on the Delivery Person when they have no way to impact wait times. Advisors suggested continued education for merchants on best practices and encouraged the Uber Eats team to improve batched order dispatching and penalise merchants with continued excessive wait time.

Maps & Navigation Discussion – Forum

Maps suggesting incorrect routes or not updating alongside infrastructure changes such as road closures and changes to permitted turns. Advisors highlighted the need for continued mapping updates to reflect changing road conditions (including temporary ones).

Offer cards are not user friendly - the decline button is too small, and clicking anywhere on the offer card accepts which results in accidental accepts. Advisors suggested redesigning the offer card.

Advisors also raised that there is no avenue to report mapping and navigation issues in-app. This can include temporary routing issues such as roads being closed due to road work and more permanent updates. Advisors workshopped ideas around ways to report in real-time and suggested that Uber Eats provide a feature in the app to facilitate this safely.

Merchant pins, particularly those located within shopping centres, can often be inaccurate, taking up additional time and effort in locating the actual pick-up location. With the added stress of parking the vehicle, this can be very frustrating and create a negative experience for all parties. 

The same issue is reflected in drop off pins, where they occasionally default to the closest location to the consumer (e.g. on the road behind), rather than the correct street address. Advisors suggested that Uber Eats add the requirement that consumers in apartment blocks manually select their pinned location to help reduce inaccuracies at drop off.

Advisory Forums were introduced in 2021 as a way to foster open discussions and collaboration between Delivery People and the Uber Eats Operations and Leadership teams. The forums will occur twice a year and aim to be a source of insight for the different issues that Delivery People consistently face while delivering with the Uber Driver app.

Stay tuned for further communications on how you can share your feedback by filling out the Have Your Say survey or by booking and attending an Open Hours session to speak to one of the Advisors directly on the selected topic(s). There will also be opportunities to apply to be an Advisor in 2025.