For partners, explaining why cold food contributes to low ratings and how to improve this.
Why is cold food a problem?
Delivering cold food to customers is a significant contributing factor to low ratings.
Rating is the principle factor that drives traffic on the platforms to a restaurant listing. At PWB we expect our partners to have a rating of 4.2 or above.
A bad rating indicates poor food quality and this drives customers away. We know that once a listing rating drops below 4.2 sales drop 20% for every further 0.2 stars that it drops further. Once a listing drops below 4.0 you risk being delisted from Deliveroo.
Rating also directly impacts ranking. The lower your rating, the further a customer will have to scroll to find your listing. When a customer does eventually find your listing they will be unlikely to click on your listing or place an order due to your low rating. Fewer customers placing an order ultimately means fewer sales for your business.
How can I improve?
By addressing this issue, you can directly improve your ratings.
The easiest way to solve this problem is to use a heat lamp. As soon as your food is cooked, assembled and packed correctly, place it under a heat lamp to keep it warm until the driver arrives to collect it.
Tip: never hand food to riders without a thermal bag!