Deliveroo have a Value Programme which shapes the "benefits" and "limitations" sites qualify for on their platform. If your menus score 'Improve' or 'Action' they are at risk of being disabled on Deliveroo for 60+ days.
Please note this applies to your Sessions brands but also any other brands you have live on the Deliveroo platform.
Links -
- Full Policy from Deliveroo here
- Extra information from Deliveroo here
- FAQs
- What to do if you score Improve or Action here
Why did they roll this out?
Customer behaviour is now very driven by what they perceive to be good "value for money". They want to order from restaurants that are well priced and ones that they are guaranteed a good experience from.
To ensure sites are also focused on this, Deliveroo have created their Value Programme which rewards sites delivering good value for money and penalises those that are not.
How does it work?
Each month you will receive a Value Score based on your Deliveroo performance from the previous month - this score determines what extra features on the platform you qualify for or lose access to.
You are scored on the below metrics on the Deliveroo Hub:
- Inaccurate Orders (Wrong or Missing Items)
- Quality (<4.5* Rating)
- Late Prepared Orders (Rider Wait Time)
- Rejected & Cancelled Orders
The different scores can be found below:
"Great"/"Good" 😍
These scores qualify you for benefits on Deliveroo!
- Average new rating is 4.5* or higher
- Rider Wait Time is less than 22%
- Missing Items are less than 6%
- Rejected orders are less than 8%
- Cancelled orders are less than 2%
The benefits are shown at the bottom of this article.
"Okay" 😶
- Average new rating is less than 4.5*
- Rider Wait Time is less than 22%
- Missing Items are less than 6%
- Rejected orders are less than 8%
- Cancelled orders are less than 2%
"Improve" 😣
This score means you will be penalised heavily on Deliveroo!
- Rider Wait Time is between 22% and 44%
- Missing Items are between 6% and 12%
- Rejected orders are between 8% and 30%
- Cancelled orders are between 2% and 7%
See below for how this will show on your Deliveroo Hub for your menu:
The limitations are shown at the bottom of this article.
"Action" 😫
This score means you will be penalised heavily on Deliveroo!
- Rider Wait Time is greater than 44%
- Missing Items are greater than 12%
- Rejected orders are greater than 30%
- Cancelled orders are greater than 7%
See below for how this will show on your Deliveroo Hub for your menu:
The limitations are shown at the bottom of this article.
Benefits
If you score higher than "Okay" (e.g., Good or Great) you will be rewarded with benefits. See below for the benefits:
Limitations -
Applicable if you score "Improve" or "Action".
The limitations are combined ie your limitation in month 2 is combined from month 2 and month 1. If you don't improve one month, you will move into more severe limitations so you need to action improvements quickly:
- Once suspended (3 months in a row of scoring “Action”), you are either suspended for 60 days or permanently terminated.
- To be reinstated after the 60 days a resolution plan must be submitted and approved to be allowed back.
- Please note if you are suspended from the platform on a Sessions brand, we reserve the right to find a new Partner in the area.