Tips to boost customer ratings

Great Customer Service Starts With You

As an independent delivery service provider, every delivery is more than just dropping off an order—it's an opportunity to create a great experience for diners and merchant partners. Small actions make a big difference and help build trust, improve ratings, and encourage repeat orders.

1. Be Polite and Professional

A friendly attitude goes a long way. Whether you're interacting with restaurant staff or customers,:

• Greet people with a smile and a respectful attitude.
• Be patient, even during busy periods.
• Thank customers and restaurant employees whenever possible.
• Remain professional in every interaction.

Kindness leaves a lasting impression and reflects positively on the delivery experience.

2. Be Prompt and Reliable

Customers count on receiving their meals promptly. Help ensure timely deliveries by:

• Heading to the restaurant promptly after accepting an order.
• Minimizing unnecessary stops or delays.
• Following the most efficient route while driving safely and in compliance with all rules of the road.

Being on time helps keep food fresh and your customers satisfied.

3. Communicate When Issues Arise

Sometimes unexpected situations happen, such as restaurant delays, traffic, or difficulty locating a delivery address. Clear communication helps reduce frustration.

• Follow the in-app flow of There’s a problem at the bottom of the order screen for reporting issues..
• Contact Care when assistance is needed.
• Keep messages brief, courteous, and informative.

Customers appreciate being kept informed rather than wondering where their order is.

4. Verify the Order Before Leaving the Restaurant

Taking a few extra seconds to confirm an order can prevent missing items and unnecessary redeliveries.

• Check the receipt to confirm you have the correct order.
• Verify the number of bags, drinks, and other packaged items matches the order.
• Ask restaurant staff if anything appears to be missing.
• Remember that sealed bags should remain sealed. Never open packaging to inspect food.

A quick verification helps ensure customers receive everything they expect.

5. Always Use an Insulated Delivery Bag

Temperature matters. An insulated delivery bag helps keep hot foods hot and cold items cold throughout the trip.

• Place food in an insulated bag immediately after pickup.
• Keep the bag zipped or closed during transport.
• Handle orders carefully to avoid spills or damage.
• Clean your insulated bag regularly to maintain a professional appearance.

Delivering food at the proper temperature improves quality and customer satisfaction. Head to the Grubhub Driver Shop if you need a new delivery bag. 

Every Delivery Matters

Excellent customer service is built through consistent habits. By being courteous, delivering promptly, communicating proactively, verifying orders, and using an insulated delivery bag, you help create a positive experience for diners and strengthen relationships with merchant partners.