Deliveroo Hong Kong debuted the Hong Kong Riders Forum, set to take place on a quarterly basis with the company's general manager Brian Lo and his operation team. The initiative was rolled out in late August.
"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. 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." said Brian Lo, general manager of Deliveroo Hong Kong.
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.
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 the company's expansion plan in the city.
Discussion notes were sent to the wider fleet of riders for their references after the forum.
Since the outbreak of COVID-19, Deliveroo has received over 35,000 rider applications, an increase by of more than 100% compared to the application numbers year-on-year. Deliveroo has added over 3000 riders, taking its total rider fleet from 4000 in December 2019 to more than 7000.
The company said its rider onboarding strategy is designed to match estimated growth of rider numbers to ensure riders a reasonable earnings.
"We are always looking for new ways to improve our riders’ engagement, and so, we felt that the best way to do so was to provide them with an engaging and open space. The forum has been set up to be a place where riders’ voices are not only heard but also empowered. We want our riders to know that we support them and that everyone’s voice counts," Lo said.