Customer reviews and ratings
Restaurant reviews and ratings
Giving restaurants the ability to view not only their ratings, which they could already see as a plain number, might not seem like a bit deal. However, we were missing out on surfacing the raw customer feedback we were collecting to them.
Initially, we had a lot of pushback from account managers across different markets for this feature, who were worried visibility of negative feedback would mean more churn. But after lots of conversations and a 2 month long stage of testing, we were finally able to launch. And the partner feedback couldn’t be better. We monitored this through a beta launch, followed by a global launch, all while collecting feedback from partners directly through forms and indirectly through account managers. You can’t fake reactions like this.
Why do it?
So we can provide our restaurant partners with verbatim reviews and ratings that mirror the customer app.
Decision-makers want control over their own growth on Deliveroo
It was the top data ask mentioned unprompted in our customer interviews
They believe we are withholding information strategically to avoid sharing our customers
