For partners; a reminder of some of the key contractual commitments and rights in your relationship with PWB
Introduction
Welcome to Peckwater Brands and thank you for signing up! Prior to the onboarding process you will have signed a contract with PWB and paid a deposit.
This article provides a reminder of the key commitments/terms and explains why they are important - it is intended to provide guidance but it does not replace, supersede or remove any of the rights or obligations set out in your contract. If in doubt, please consult your contract for the definitive terms of your relationship with PWB.
Please note: you will have received a signed copy of the contract via email on the date it was signed via. If you are unable to find this please contact your PWB sales representative.
The PWB system is based on Performance KPIs around Uptime, Prep Time, Ratings and Supply Chain Compliance which you have committed to in your contract.
We have also called out some important points to note around Inspections and PWB equipment.
Performance KPIs
Maintaining performance in line with these KPIs will ensure the platform algorithms give you a high ranking in your area from the outset and will protect your place in that ranking.
Ranking determines your virtual footfall - i.e. how many customers will see your restaurant on the platforms:
- A high ranking means you appear are at the top of lists in customer searches and filters. It also brings you up as suggestions for new customers. In a nutshell, it maximises your revenue potential on the platforms.
- A low ranking on a platform means less menu views, fewer customers placing an order, and ultimately lower sales for you and your business.
Please note: our KPI expectations are calculated as the average across the preceding 14 days (L14D avg)
Platform Uptime:
All partners must maintain a minimum uptime ratio of 90% (L14D avg).
Uptime measures the duration for which your listings on the platforms are live vs your declared schedule. We know that the algorithm (the AI of the platforms) favours and promotes listings with higher uptimes.
At PWB we ask you to maintain an uptime of 100%. This means that you should be online and open for orders for all of the hours that you have committed to.
Partners with uptimes below 95% earn significantly lower revenues than comparable listings with greater uptime.
The hours set out in your contract are the trading hours you are set up with on the platform. Be committed to your opening hours - if you are not online during those hours you will be penalised by the platforms and you will drop down the delivery platform rankings.
Tip: If you need to change your opening hours, reach out to us via the customer support chat in Partner Portal to get your hours changed.
Prep Time:
Partners are expected to aim for <14 mins prep time (L14D avg).
Prep time is the time it takes from receiving the food order to handing that order over to the delivery driver. Your prep time score impacts how you rank on the delivery platforms and is also a factor in a customer's decision to order with you.
The platform algorithms will accept a prep-time of 10 - 12mins without acting against the listing. Riders are now requested to arrive ten minutes after the ticket automatically prints. By following our training guides and processes, for example ensuring pre-breaded chicken is immediately placed into the fryer when the ticket arrives, you can produce hot food, freshly cooked and correctly probed within 10 – 12 minutes.
A high prep time can also risk your rider supply and there are no orders without riders! If high kitchen prep time leads to riders waiting, it will increase the likelihood of riders rejecting your orders.
Caution: Up to 80% of orders rejected by riders are due to wait times in the restaurant.
Platform Rating:
All partners must maintain a minimum platform rating of 4.2 (L14D avg).
Ratings are given by the customers in response to their food experience. The rating of a listing is the principle factor that drives traffic on the platforms to that listing.
A high rating provides a strong signal to other customers, encouraging them to order from your restaurant, and additionally supports your ranking on the platforms.
A low rating is an indicator of 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.
Our brands, systems and procedures are tried and tested on the platforms - maintain operational excellence and you will consistently achieve top ratings. Conversely, low ratings indicate there are operational areas for improvement, and your performance manager will be in contact to provide support and additional training as needed.
Please note: Further tips on improving ratings can be found in the Performance section of the Knowledge Centre.
Supply Chain Compliance
All partners must be fully compliant with our supply chain policy
At PWB we ask that you order from Brakes using Apicbase, our supply chain and inventory platform.
Inspections
In order to ensure that our brands are being operated to the correct standards we are entitled to audit the areas of your restaurant that relate to PWB - i.e. where you store, cook, prepare and dispatch PWB brands, the equipment you use and the products that you produce. We can do this at any reasonable time i.e. during your operating hours without notice.
If a PWB representative arrives at your premise you must cooperate fully with them.
Caution: If someone arrives claiming to be there on behalf of PWB and you are unsure whether they are a genuine PWB representative please contact customer support or your performance manager.
PWB equipment
As part of your launch package you will have been provided with a PWB Tablet, a printer and 3x Deliveroo tablets. Should you launch with Just Eat you will also be provided with Just Eat tablets.
This hardware is all available on lease to you for the duration of the contract. You are responsible for looking after and maintaining this equipment. If any equipment breaks or gets lost or stolen, please contact customer support for a replacement. Depending on the circumstances you may be charged for the replacement equipment.
On termination you will be asked to return your equipment to PWB. Any equipment that is not returned may be deducted from your final payment.