Best practices to boost merchant ratings

At Grubhub, we know that the relationship between you and our merchant partners is the engine that keeps things moving. Recently, some merchants have shared feedback regarding the pickup process, and we want to help you ensure every interaction is a 5-star experience.

Maintaining a great reputation with local spots often leads to smoother pickups and faster turnarounds. Based on feedback from our top-rated partners, here are simple ways to increase your ratings:

Bring the proper delivery bag inside 🎒

This is the #1 request from our merchant partners. Carrying your insulated bag into the restaurant shows staff that you are prepared to keep the customer's food at the perfect temperature. It also helps staff quickly identify you as a Grubhub delivery partner. Head to the Grubhub Driver Shop if you need a new delivery bag. 

Name first, phone second 🗣️

When checking in, please lead by clearly saying the name on the order. Merchant staff have told us they appreciate a verbal confirmation rather than having a phone screen placed directly in their line of sight. It makes the handoff feel more professional and personal.

Patiently wait for staff to engage ⏳

Kitchens can be hectic! We recommend standing in the designated pickup area and waiting for a staff member to reach out to you. If the order isn't ready immediately, finding a spot that doesn't block customer traffic is always appreciated.

Ensure your profile photo is up to date 📸

Merchants see your photo in their system when you are assigned an order. Please make sure your profile photo is a clear, current likeness of yourself. Merchant staff frequently note when the person picking up the order does not match the profile photo, which can lead to security concerns and significant delays in receiving the order.

Mark your status checkpoints accurately 📍

Please be sure to mark "Arrived at Restaurant," "Order Received," and "Order Delivered" promptly in the app. Proper status updates ensure the order is tracked correctly for timing and allow us to notify the diner automatically if things are running behind. Accurate tracking prevents unnecessary calls from support and keeps the diner informed.

Kindness goes a long way 😊

A simple "Please" or "Thank you" makes a world of difference. Being kind to the staff—even when they are busy—builds a positive environment that makes restaurants want to see you back again and again.