We’re upgrading the way we track order accuracy. Instead of only counting missing items, we’re moving to Deliveroo’s Inaccurate Orders metric, which also captures incorrectly cooked dishes, wrong items sent out, and missing customer notes.
As a result, partners may see their “missing item” rate double or increase significantly - not because performance has changed overnight, but because our tracking now reflects the full scope of accuracy issues.
🎥 Video 1: Preventing Missing Items: The Silent Rating Killer
Key Takeaway: Final Checks Leader
It is a compulsory step to make one person accountable for final checks. They must tick each item on the ticket, confirm modifier + notes have been followed by the kitchen team, and label multi-bag orders clearly (bag 1 of 2, 2 of 2) with a second ticket printed to attach.
If something leaves the kitchen wrong, it’s on this step - so take the time to get it right. Do you do this in your kitchen? If not, you are vulnerable to mistakes.
🎥 Video 2: How Great Packaging Keeps Quality High
Key Takeaway: Package Like It Will Be Shaken, and Stirred
Everyone packing orders is accountable for proper, to spec packaging + sealing. Assume the packaging will be stacked, shaken + mishandled during transit.
The quality the customer receives is a direct result of how well you pack it here.
🎥 Video 3: Refunds: What You Need to Know
Key Takeaway: Know Your Role vs. Deliveroo's
Be accountable for what is in your control. Know what your team is responsible for and what Deliveroo handles.
When everyone in your team understands this, the team can focus on what parts they own:
Missing items from an order (ie. a drink)
Incorrect items in the order (ie. sending item 1 not item 2)
Cooking an item incorrectly (ie. under/over-cooking food)
Dietary requirements not met (ie. not following notes)
Real-World Example: What This Data Tells You As a Manager
Good managers don’t guess where problems are - they use the data. Claims give you specific signals about what’s happening on the line, a direct window into the patterns behind customer complaints, and where your team needs help.
When you analyse this properly, you can deliver targeted coaching instead of broad reminders that don’t stick.
The Example:
Out of 8 total claims, only 1 is a missing item. The other 7 are incorrect orders - and 6 of those 7 come from modifiers being applied incorrectly.
As a manager, this immediately tells you something important: your team is struggling to read and action modifiers on the ticket.
That means you don't need a broad "work harder' message - you need targeted, specific training focused on:
reading modifiers carefully
confirming they’ve been followed during prep
making final checks before bagging
This data shows you exactly where the breakdown is, which means you know exactly what behaviour to address and who might need coaching.
Final Thoughts
Getting orders right every time isn’t about luck - it’s about clear accountability at every stage of the process. When your team understands who owns final checks, why proper packaging matters, and what responsibilities fall within the restaurant vs the delivery platform, quality naturally improves.
And when you use real claim data to spot patterns, you can coach with precision instead of guesswork. Small, consistent improvements at these key moments have the biggest impact on customer satisfaction, ratings, and repeat orders.
Now Do the Quiz!
Before you move on, take a minute to check your understanding.
The quick quiz will test what you’ve learned about order accuracy, accountability, packaging, and analysing claims data.
It should take less than 2 minutes - and it'll help you identify anything you may want to revisit before training your team.