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Let us hear from you

The Delivery Partner Dialogue Forum aims to create a platform that’s easier for everyone to use by listening to the voices of delivery partners and hearing about their everyday situations. The Dialogue Forums are held regularly as part of Uber Eats’ efforts to build 2-way, open communication.

What is “Delivery Partner Dialogue Forum”?

The Delivery Partner Dialogue Forum is organized and managed by Uber Eats in cooperation with a third-party organization to ensure fairness. During the dialogue, Uber Eats employees hear directly from participating delivery partners on predetermined topics.

Initiatives based on delivery partner feedback

Customer Name Display Format update

  • The format of customer names displayed in the app has been updated to “first initial. last name.” This update allows delivery partners to see the customer’s last name in the app screen, making it easier to identify the correct delivery locations, especially at single-family houses or locations with name plates.
  • What has changed
    • Previously, customers’ names were displayed as "First Name. Last Initial." From now on, they will be displayed as "First Initial. Last Name".

      Example:
      Before: Taro S.
      After: T. Suzuki

Note: In some cases such as when a customer has not set their last name in the app, their first name may still be displayed as before.


Improved Visibility of Delivery Addresses for Batched Orders

In response to requests for earlier visibility of delivery destinations, we have updated the information displayed in the “Trip Planner.” Previously, delivery addresses could only be viewed after picking up items from the merchant. Now, all delivery addresses can be accessed immediately after accepting a delivery request.

This allows delivery partners to review the full route in advance, even before completing pickup. For batched deliveries, delivery partners can confirm the order sequence and destinations ahead of time, enabling smoother and more efficient deliveries.


Introduction of Selectable Weekly Quest Options

In response to feedback requesting more flexible working options, we have introduced a feature that allows delivery partners to select their preferred weekly quest.

Previously, weekly quests that spanned multiple days were assigned automatically. With this update, delivery partners can now choose from available quest options within the “Opportunities” section of the Uber Driver app, allowing them to select the option that best aligns with their working preferences.


Automatic sending of notifications to orderers requesting updated delivery address information

  • We introduced this function based on feedback from delivery partners who wanted to inform orderers when there's an issue with the delivery address or pin location.
  • If a delivery partner reports the wrong address or pin location in the driver app, an email is automatically sent to the orderer, encouraging them to correct their address information.
  • Uber Eats will send the email to the orderer with a time delay. The information of the delivery partner who submitted the report will not be shared with the orderer.
  • Reports of delivery address or pin location errors can be submitted through Help > “Help with a trip” > select a trip > “Reporting Wrong address or Pin” > input details > “SUBMIT” in the Driver app


Feature that allows orderers to add photos of the delivery destination

  • We introduced this feature in response to feedback from delivery partners who wanted to be able to check photos related to the delivery destination for a smoother delivery.

  • This feature allows orderers to add photos of the delivery destination when registering an address. This allows delivery partners to find the delivery destination using photo information in addition to address information and pin location.

  • If the orderer has added a photo, you can view it by following the steps below.

    1. After accepting the delivery request, complete the pickup
    2. Swipe up on the delivery time and distance displayed at the bottom of the app screen

    *If multiple photos exist, you can view other photos by scrolling from left to right.

Frequently asked questions

How are participants determined?

A preliminary questionnaire will be sent to delivery partners who have experience operating in the vicinity of the event venue. Participants are selected based on the responses to the questionnaire in order to prevent bias in terms of age, gender, vehicles in operation, and other categories. Please note that the target areas vary from event to event.

How are topics selected for dialogue?

Topics of high interest are chosen based on the responses to a pre-survey conducted among delivery partners nationwide.

Will participants be paid?

Delivery partners who participate will receive Uber credits or other rewards for their participation.

Are there any plans for future events?

We plan to hold this event twice a year. When the next event is coming up, we’ll inform you of the details by email or in-app message.

How is the third-party organization involved?

From the standpoint of enhancing fairness, we request the cooperation of third-party organizations. The third-party organization is asked to assist in the selection of participants and topics, and in facilitating the dialogue sessions on the day of the event.