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Zomato Planning to Add Gold Programme to its Delivery Menu

The broad contours of resolving each of the issues were chalked out and meetings with the two aggregators are likely to take place in the second week of September to update the reformation progress

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Zomato NRAI
Zomato in a smartphone device. Pixabay

While the tussle between the National Restaurant Association of India (NRAI) and food aggregators as well as delivery platforms appears to be resolving soon, Zomato is hellbent to carry on with its plans, to make its contentious Gold programme now available for delivery.

In an earlier meeting with the NRAI, both the trade body and food aggregators reached an in-principle agreement barring on Zomato Gold, with the NRAi saying it is an “entirely unacceptable proposition” due to the stated stance of #ZoGoisNoGo.

“There has been a long-standing demand from our users to bring Gold to delivery, since delivery constitutes a large part of their engagement with us,” a Zomato spokesperson said in a statement on Saturday.

“We have been working on this and will be launching a programme soon across multiple cities,” it added.

According to Anurag Katriar, Head of NRAI Mumbai Chapter, Zomato which has been at the logger-heads with the association over the Zomato Gold programme in dine-in services wanted to push through its Gold programme in the delivery services which the NRAI has outrightly rejected.

According to Zomato, “we have utilised the recent time to secure valuable feedback from our restaurant partners to ensure the Gold programme we launch is sustainable and aids the growth of the industry”.

zomato, NRAI
Founded in 1982, the NRAI represents the interests of over 5 lakh restaurants. Pixabay

In the meeting, the NRAI deliberated eight critical issues pertaining to the online delivery space with two key aggregators, Swiggy and Zomato.

“Both of them deduced issues of deep discounting, high and uneven commission charges, data masking and mandatory bundling of services which are crippling the restaurant industry. There is an in-principle agreement to resolve these issues within a specific timeline,” Katriar said.

The broad contours of resolving each of the issues were chalked out and meetings with the two aggregators are likely to take place in the second week of September to update the reformation progress.

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“In the back to back meetings, Swiggy’s approach was fairly constructive. They understood all our viewpoints, and promised to come back with an actionable plan in the follow-up meeting,” he said.

A Swiggy spokesperson said that the company and the NRAI are committed to creating value for both restaurants and consumers in a sustainable manner. (IANS)

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Zomato Delivery Executives in Bengaluru, Mumbai Protest as Company Claims Efficiency

According to Zomato executives, their incentives have been reduced while the company has increased the travel distance to make them eligible to earn bonus points

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Zomato NRAI
Zomato in a smartphone device. Pixabay

As thousands of Zomato delivery executives in Bengaluru and Mumbai protested against the revised rate cards, the online food aggregator on Monday said that reduced average delivery time (less than 30 minutes) has enabled its delivery partners to perform more deliveries in the same amount of time.

In Bengaluru, the remuneration per delivery has been reduced to Rs 30 from Rs 40.

“Different metrics such as base pay, user satisfaction, delivery touchpoints and minimum guarantee etc. help us appreciate our delivery partners in accordance with their efforts,” a Zomato spokesperson said in a statement.

“Reduced average delivery time and increased system efficiency have enabled our delivery partners to perform more deliveries in the same amount of time,” the spokesperson added.

The food delivery platform on September 7 said that it has laid off 541 people — 10 per cent of the company’s strength — across customer, merchant and delivery partner support teams.

zomato, NRAI
Founded in 1982, the NRAI represents the interests of over 5 lakh restaurants. Pixabay

The reason behind the move is an improved Zomato platform with Artificial Intelligence (AI)-driven bots and automation in resolving customer queries that has led to an overall reduction in direct order-related support queries, the company had said.

“We regret the inconvenience caused to our users and are continuously working to resume our services in the affected areas,” said Zomato.

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According to Zomato executives, their incentives have been reduced while the company has increased the travel distance to make them eligible to earn bonus points.

The company, which is at the loggerheads with the National Restaurant Association of India (NRAI) over deep discounts in its fine-dining Gold programme, claimed it has improved the speed of service resolution and now only 7.5 per cent of its orders need support (down from 15 per cent in March). (IANS)