We understand not all orders go perfectly and sometimes there are hiccups, however below are the targets we strive for to keep our customers happy, our overall reliability target is split into 4 metrics:
Reliable Orders: 90%+
Orders Ready On Time: 94%+
Missing Portions: Below 2.2%
Labels Printed: 92%+
Other Issues: Below 1%
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Orders Prepared On Time +/- 15-30 minutes: Vendors must be ready to hand over the food to the driver at the scheduled collection time. There is a 15 minute pick up window. If you are past this 15 minute pick up window we will be notified. Following our process, you will then get an email from our Vendor Support team. The aim of this email is to investigate what happened and understand where the responsibility sits. If the food is delayed to a customer as a result of the delay at pickup (vendor delay), the vendor will have to bear the refund as per our compensation policy.
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Missing Portions: Always count the number of portions and verify with the order checklist to ensure nothing is missing. Add the order checklist to the order when giving it to the driver.
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Labelling: All orders must be labelled using Just Eat for Business labels.
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Total % of orders with vendor related issues.
