4 Ways to Build Customer Loyalty with Delivery or Pickup

Whether your business leans toward delivery, pickup, or a mix of both, building loyalty is the way to keep customers coming back. As COVID restrictions begin to ease in many places and customers have the option to return to their favourite businesses, it’s critical to not only attract but also retain customers in this new environment. Read on for 4 essential tips business owners can use to build loyalty with their delivery and pickup customers.

Prioritise the experience you create for your patrons. Customers who feel heard and taken care of naturally will feel a closer connection to your business. From stellar service to amazing specials, you know best what makes your restaurant, grocery, or convenience store stand out. Once you nail this, the other pieces will fall into place.

One critical point: this is not the place for modesty. If you’re going above and beyond, make sure your customers see your passion for their satisfaction. Even a small gesture, like writing a thank-you note on the receipt, can leave a big impression.

Some third-party platforms also offer customers subscription-based benefits. For instance, Uber Eats gives merchants access to Uber One members. This program extends across Uber’s rides and delivery network and incentivises members to not only use rides but also order more often. 

Uber One offers Uber Eats users $0 delivery fee when they spend at least $20 at selected stores (excluding fees), plus other discounts on orders. When merchants partner with Uber Eats, they can gain visibility into and exposure to an engaged customer base, which can help result in more orders and new customers.

Customers tend to trust other customers. Review sites like Yelp have built their entire business model on that premise. So it stands to reason that reviews for your business—wherever they may be—influence how potential and existing customers think of you. Even negative reviews, if handled well, can work in your favour. It all comes down to how you respond.

On Uber Eats, customers are prompted to leave a rating of up to 5 stars and a review after every order. In the Feedback tab in the Uber Eats Manager app, you can get the full picture of the customer’s sentiment. You can use this space to thank customers for a positive review or make things right with a thoughtful response to negative feedback. Consider rewarding customers who leave rave reviews in addition to those who leave a complaint or have an issue with their order. At the end of the day, people want to see that you care.

Please note: Individual customer reviews and the business’s responses are private, but your average reviews contribute to the overall restaurant rating on Uber Eats.

Last but not least, it’s important to track your relationship with customers. This will help you understand the broader context of individual reviews—whether a bad customer experience was a one-off mishap, a recurring problem, or a case of chronic negativity. Feedback always matters—the good, the bad, and the non-constructive—because it helps you improve your business, serve customers better, and build loyalty. 

Uber Eats gives you tools to field and track customer reviews with actual data in the Feedback tab in Uber Eats Manager. This includes a breakdown of valuable metrics which can help you in countless ways. For instance, a low rating on a number of your items may mean that it’s time for a menu refresh, while a weak delivery handoff rating can point to a need for more travel-friendly packaging. Customers can also call out an item they miss or if the portion size of an item is too small. 

Customers appreciate an exceptional experience and will reward you with repeat business. When you partner with Uber Eats, you can access tools that can amplify your connection with your delivery and pickup customers. Using these tools can make their loyalty your secret to success.

If you’re new to delivery, get started >

Existing merchants can learn how to get the most out of Uber Eats marketing with Merchant Academy >