Customer ratings and reviews are published directly to the Deliveroo app, so they can be seen by everyone, not just you. This helps you understand your customers better and improves your relationship with them, as well as, creates a better overall customer experience.
What can customers do?
On the reviews page in the Deliveroo app, customers can see all individual ratings, reviews, and tags, as well as a summary of the ratings breakdown. They’ll also be able to view and rate their past orders through their order history page, as well as delete their own past ratings and reviews as necessary.
What can partners do?
Visit the 'ratings and reviews' section on Hub, to reply to your customer reviews and help resolve a question or issue. Customers will receive your reply as an email, replies will not be shown in the Deliveroo app. If you see a review that you think breaks our rules, you can submit a report to us through the Deliveroo app by clicking on the three dots next to the review or speaking to one of our team via the ‘Help’ tab on Hub.
How do we moderate reviews?
We care about our customers’ experience but also about maintaining our partners’ reputation. That’s why we’ll always moderate reviews carefully.
Reviews submitted to Deliveroo have to meet our high standards of compliance, quality, safety and trust. We reserve the right to remove any content that violates these guidelines. Partners and customers who violate content guidelines may have their reviewing rights revoked and/or their accounts removed.
For more detail, please see our “Deliveroo Terms Of Use For Website And Applications” and the Review Community Guidelineshere and, for partners, our Community Guidelines Policy, which forms part of your agreement with Deliveroo.
Staying compliant with Reviews and Ratings
Customer reviews and ratings play an important role in helping customers make informed decisions and in building trust on the Deliveroo platform. To ensure reviews remain fair, transparent and reliable the law in the UK, and Deliveroo’s policies, set clear rules on how reviews can be collected, displayed and managed.
In the UK, the Digital Markets, Competition and Consumers Act (DMCC Act), has introduced strong requirements around online reviews and ratings. These rules are designed to prevent misleading practices and ensure that reviews genuinely reflect customers’ experiences, and are not manipulated.
Partners should make sure they are familiar with the rules in the DMCC Act.
As well as ensuring you comply with the law, you must make sure you comply with the Partner Community Guidelines Policy in relation to reviews and ratings on the Deliveroo platform, including the following rules:
Spam, fake or manipulated content:
Reviews submitted on Deliveroo should be based on actual ordering experiences, and should not attempt to influence your ratings positively or negatively. If we think any reviews might not be genuine they’ll be removed.
No Incentives or Solicitation
You must not offer or promise any payment, discounts, credit, vouchers, free items or other incentives in exchange for a customer leaving a review or rating on Deliveroo. This applies to all reviews and ratings, whether positive, negative or neutral. This requirement reflects both Deliveroo’s policies and UK consumer law. Examples of prohibited activity include:
Offering credit or discounts in exchange for leaving a review.
Including flyers in orders that promise a reward for posting a review.
Asking customers to amend or remove a review in exchange for an incentive.
If we identify reviews that we believe have been incentivised, we may remove them from the platform. Where incentivised reviews are removed, they will no longer be included in your overall rating. This may result in changes to your site’s rating.
You may offer a credit to a customer through the Deliveroo platform after they have left a review as part of resolving an issue or improving their experience. However:
this must not be promised or advertised in advance of the review being left; and
it must not be conditional on the customer removing or changing their review.
Deliveroo monitors and moderates reviews and ratings on our platform. We may remove ratings which do not comply with our Partner or consumer policies. The key areas we moderate reviews for consumer abuse are:
Inappropriate and offensive content
Users must be respectful in their reviews. Any reviews that are inappropriate or offensive may be removed. This includes:
Profanity
Derogatory or racist comments
Sexually explicit language
References to illegal activity
Violent, threatening, or abusive language
Threats and harassment:
Deliveroo is a safe community for partners, your staff, riders and customers. We may remove any content that threatens, harrasses, or discriminates against any individual or group of individuals.
Personally-identifiable information:
To keep everyone’s information safe, we ask users never to share personally identifiable information in their reviews. This includes phone numbers, email addresses, order numbers, or credit card numbers If this information is included, it may be removed.
Advertising and promotions:
Reviews should not include advertisements or promotions for any businesses or ventures, particularly other partners or delivery services. Any instances of this may be removed.
Defamatory accusations:
To make sure reviews remain safe and accurate, we may remove instances of defamatory accusations against your business, riders, and Deliveroo. This could include accusations of food poisoning, withholding allergy information, deliberately making food arrive late, not delivering food at all or an illegal activity, that are untrue.
Off-topic content:
Reviews should be focused on experiences related to your business and the items you sell only. Reviews that overly focus on Deliveroo, experiences with the rider or delivery process, or other situations that are outside of the restaurant’s control will be removed.