Building Customer Loyalty on Uber Eats

Building customer loyalty is a key aspect of keeping your customers coming back regardless of if your business leans toward delivery or pickup, or a mix of both.

Making the most of the Uber Eats tools available to you can be a cost-efficient means to build customer loyalty without the hassle of having to set up larger scale loyalty strategies or loyalty programs.

Read on for some tips for how small business owners can build customer loyalty and retention on Uber Eats.

Ratings and reviews are an area where restaurant partners can shine on the Uber Eats platform. They are also opportunities for you to create personalised connections with customers and build loyalty.

The advantage of being on Uber Eats is that reviews aren’t as common from in-person diners, so restaurants can make the most of this chance to build customer loyalty by reinforcing a positive experience or resolving a negative one. When a customer leaves a review on the platform, restaurants will get an alert via Uber Eats Manager.

Restaurants can respond within 7 days of a customer leaving a rating, review, or question via the Performance > Feedback tab in your Uber Eats Manager. Individual customer reviews (and the restaurant’s responses) are private but the average review rating will contribute to the overall restaurant rating of your restaurant on Uber Eats.

Want help responding to a bad review? Read here >

It’s important to track your customer loyalty and relationships through the Performance > Feedback tab in Uber Eats Manager with metrics like the overall average rating, the menu items rating and the delivery handoff rating.

These can be valuable indicators to make changes in your restaurant processes. 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 may also call out an item that they want you to bring back, or if the portion size of something is too small.

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 both Uber’s rides and delivery network and incentivises its members to not only use rides more but also order more often. 

Uber One provides greater benefits and value for customers that use Uber products more frequently. When restaurants partner with Uber Eats they can gain visibility into and exposure to this engaged customer base with the possibility of more orders and new customers.