UK- A survey by Rodeo revealed more than three quarters of delivery riders are opposed to picking and packing grocery orders barely a week after Uber Eats announced its couriers will be required to pick, pack and pay for customers’ orders from shelves before delivery.
The survey found 77% of Uber Eats riders are against the new pick and pack feature announced by the platform.
Respondents argued the move will be used by the delivery platform as a means of cutting driver pay.
The survey also revealed riders were concerned about the quality of customer experience. The respondents highlighted Uber allows riders to rent out accounts to third parties without any prerequisite checks and complete several orders on different delivery platforms simultaneously (multi-mapping). The new pick and pack feature would result in a lack of control over customer experience.
Alfie Pearce-Higgins, Rodeo’s founder said, “Given the lack of control there seems to be a risk that asking drivers to pick and pack orders could lead to a variable customer experience.”
Riders also opposed the feature, saying it would absolve the delivery platform of any negative customer experience and blame will be solely on the riders.
A rider told Rodeo during the survey, “We’re delivery drivers/riders. The whole point of the service is to just collect and deliver. That way mistakes with the order are solely down to the place we collect from, thus shifting blame away from the delivery people themselves.”
Some respondents opposed the move, expressing skepticism that the compensation would not match the labor required to implement the new feature. They argued couriers would be required to front item payments for orders and get reimbursed later or use credit facilities provided by Uber’s Plus Card to make payments, which would be problematic.
A respondent said, “What if the customers decided to cancel the order? Does that mean riders have to take the order home and lose money?”
Uber reiterated it introduced the new feature as a means of enhancing customer experience. The platform revealed the new feature in its courier-facing app to ensure they pick the right item and deliver in the shortest time possible.
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