Grab, the leading superapp in the country, gets the thumbs up of Filipino consumers as it clinches the top spot in the 2023 Philippines’ Best Customer Service for Food Delivery Services.
Global market research organization Statista surveyed more than 11,000 consumers in the Philippines from April to May 2023, yielding over 115,000 evaluations for retailers and service providers in different categories. In the survey, consumers were asked to assess brands based on their likelihood of recommending them to friends or family, as well as in three specific areas:
- Accessibility: measures the availability of customer service in a shop or on a helpline.
- Professional Competence: measures the quality of information received and whether questions were answered correctly and in sufficient detail.
- Quality of Communication: measures whether the contact – via e-mail, telephone or face-to-face – was friendly and polite.
Grab takes pride in providing top-notch customer service parallel to the equally impressive gastronomic experience it offers to every consumer. Filipino foodies are assured of a seamless and convenient gastronomic experience on GrabFood as they enjoy and explore its unique culinary finds and wide selection of food and beverage options.
Grab Philippines Senior Director for Deliveries Anton Bautista shares, “We are driven by our strong commitment to providing our consumers with stellar service that is seamless, convenient, and reliable. As we continue to connect countless Filipinos to various restaurants, fast-food chains, and mom-and-pop shops in a post-pandemic reality, we will continue to go the extra mile to outserve and support the evolving needs of our kababayans . We are honored and humbled for this commendation, as this reaffirms our efforts in offering Filipinos the very best of Grab, everyday. ”
The Grab platform touts industry-leading technology and features that ensure consumer satisfaction. Among these is the in-app chat feature where consumers can easily contact their assigned rider for any unique instructions regarding their delivery. The app also allows consumers to monitor the progress of their order, from when it is being prepared in the kitchen to the actual live location of the rider going to the drop-off point.
Additionally, the platform is also embedded with a post-delivery rating system, allowing users to share their feedback on not just their food but their experience with the delivery-partner. Post-delivery, consumers may also conveniently go to the Grab App’s 24/7 Help Centre to view articles that provide topline explanations on common concerns by users. Via the Help Centre, users can also reach Grab Support to lodge any concern or request for assistance. Grab Support then promptly conducts a thorough investigation and offers a clear resolution to the user via in-app messaging and email.
GrabFood delivery-partners also undergo rigorous safety and consumer-handling training sessions in order to fulfill delivery orders successfully and pleasantly. These dedicated delivery-partners also consistently receive valuable tips on interacting with users via the driver app. Furthermore, they are given exclusive access to online resources through Grab’s learning platform GrabAcademy, which offers guidance on consumer interactions.
ADVT.