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Deliveroo HK launches forum with riders to hear their concerns

Deliveroo HK launches forum with riders to hear their concerns

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Deliveroo Hong Kong has launched a rider forum to strengthen the ties between the company and its riders.

The Hong Kong Riders Forum is an initiative set to take place on a quarterly basis with Brian Lo, general manager of Deliveroo Hong Kong and the operation team. Launched in late August, the two-hour forum was held virtually due to the pandemic. Fifteen riders were invited to join the forum and discuss topics such as issues currently facing the fleet, how to foster stronger communication, and how the overall delivery experience can be improved.

In addition, riders also asked questions about the company and their concerns about their overall delivery experience, provided feedback, and talked about the general sentiments of the fleet. Some other issues discussed in the forum included orders assignment, restaurant waiting time, support given by rider operations and the customer service team, and Deliveroo Hong Kong's expansion plan in the city.

After the forum, discussion notes were sent to the wider fleet of riders for their references. 

"The purpose of the forum is to allow our riders to share their ideas and experiences directly with me, and the rest of our Deliveroo team, and make appropriate strategic and technical adjustments based on what we hear from our riders," said Lo.

"That’s why we’ve taken the steps to introduce an initiative that is the first of its kind in Hong Kong’s food delivery industry," he added.

Many people have joined food delivery platforms to earn a living since the outbreak of COVID-19 earlier this year. Deliveroo received over 35,000 rider applications in the first half of 2020, an increased by of more than 100% compared to the application numbers in H1 2019.

Deliveroo Hong Kong said its rider onboarding strategy is designed to match estimated growth of rider numbers to ensure riders a reasonable earnings. Since January, Deliveroo has added over 3,000 riders, taking the firm’s total rider fleet from 4,000 in December 2019 to more than 7,000.

"We’re proud to offer some buffers for those who have lost their jobs and are in need of earnings to make a living during their transition period, and to hear from both them and our veteran riders," Lo added.


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