How to Maintain High Delivery Rider Ratings on Swiggy & Zomato

Why rider ratings matter for your restaurant

Swiggy and Zomato show your restaurant rating to riders before they accept orders. Below 4.0, riders deprioritize your pickups.

Riders also share experiences in WhatsApp groups — reputation spreads fast.

• Above 4.3: normal rider acceptance
• 4.0–4.3: occasional rider avoidance during peak
• Below 4.0: significant rider deprioritization
• Riders share pickup experiences in local groups

7 ways to maintain high rider ratings

Fast pickup, clear signage, and respectful treatment are the top three factors riders rate restaurants on.

• 1. Food ready within 3 minutes of rider arrival
• 2. Clear "Delivery Pickup" signage at entrance
• 3. Dedicated pickup counter — no rider wandering
• 4. Sealed, labelled bags with order sticker outside
• 5. Greet rider by name from app
• 6. Offer water during long waits
• 7. Never argue about wait time — fix the process

Packaging that riders appreciate

Leaking bags, missing items, and unsealed containers generate rider complaints that hurt your restaurant rating.

Proper packaging protects the rider's rating too — they get blamed for spills.

• Separate gravy containers — sealed
• Tamper-evident bag seal with order sticker
• Veg/non-veg clearly labelled on bag exterior
• Include napkins and utensils — reduces customer complaints to rider

Convert delivery customers to direct orders

Insert DineCard QR menu card in every bag. Regular delivery customers who order direct save you 25% commission.

Track insert-to-direct-order conversion monthly.

• DineCard QR insert: "Order direct, save 10%"
• WhatsApp order link on DineCard menu
• Track direct orders from delivery packaging inserts
• One converted regular saves ₹125/order in commission

Monitor and respond to platform ratings

Check Swiggy/Zomato ratings weekly. Address every complaint mentioning packaging, wait time, or missing items within 24 hours.

Improving from 3.8 to 4.3 can increase delivery orders 15–20%.

• Weekly rating check in partner dashboard
• Respond to every negative review within 24 hours
• Fix root cause of recurring complaints
• Target: 4.3+ on both platforms consistently

Frequently Asked Questions