Understand and increase customer satisfaction using Hub insights
Hub is your one-stop-shop for everything that is Deliveroo.
Our performance insights help you to grow your business and create great delivery experiences for your customers.
The better you perform, the happier your customers are and the more likely it is that they’ll keep coming back.
Create five-star customer experiences
Happy customers leave great reviews, which helps to attract new customers, building your success on Deliveroo. So how can you turn orders, into happy customers, into five-star reviews?
Here are three opportunities to offer the best customer experience:
- Order: Customer's order is quickly accepted by you
- Deliver: their order arrives on time and is complete (based on smooth handover)
- Enjoy: If the food meets or exceeds their expectations and delivery is fast, your customer is likely to leave you a higher review.
Understand your customer satisfaction
Hub helps you understand customer satisfaction and shows you how you can improve your performance using the below metrics.
Hub performance metrics explained
1. Rejected orders in last 28 days
Rejected orders are one of the worst experiences for a customer when ordering online.
Learn more about rejecting orders (link to chp.4 order reject) and how it can impact sales.
2. Missing or incorrect items in last 28 days
When an order arrives and a customer notices an item is missing or incorrect they will notify us to claim a refund.
Learn more about how customer refunds (link to chp.5 refund) work.
3. Orders prepared late
The % of orders where you've been more than 5 minutes past the target prep time, in the last 28 days.
In stores where riders are kept waiting, they may 'unassign' or refuse to accept orders, which may cause delayed deliveries in the future.
What do the colors mean?
To help you quickly take in your scores, these are color-coded.
Keep an eye out for your 'red' or 'orange' insights, these mean you need to take action to improve.
Higher scores in green mean you're giving a good, or even excellent customer experience.
Green = excellent performance
Rejections: less than 0.5% of orders are rejected
Missing or incorrect items: less than 1% of orders have missing items
Orders prepared late: less than 3% of orders were late
Orange = areas to improve
Rejections: 0.5% - 1% of orders are rejected
Missing or incorrect items: 1% - 2% of orders contain missing items
Orders prepared late: 3% - 10% of orders were late
Ratings: Average ratings from 4 - 4.5
Red = focus areas
Rejections: more than 1% of orders are rejected
Missing or incorrect items: more than 2% of orders have missing items
Orders prepared late: more than 10% of orders were late
Ratings: Average ratings below 4
How can I improve my scores?
Your scores will refresh every time you log in to Hub.
These scores are all measured over a period of 28 days. This means that if you reduce order rejections, it will take up to 28 days to see this reflected in your scores.