Wolt Courier-Partner Survey

We have already received the results of our recent courier-partner survey!

We are pleased that the vast majority of you are satisfied with the partnership, but we are conducting these surveys to understand how we can increase this number even further. ❤️

After the survey:

We analyse the results and compare them with previous surveys;

We read your comments, tag them by topic and pass them on to the responsible teams;

We share with you the key aspects of the survey.

This time, we want to focus more on the most recurrent comments in the survey. But before that, we'd like to share with you the three top-rated categories, as well as the three categories where you'd like to see more of our efforts.

Lack of orders

We agree that this is one of the most pressing issues in the last quarter of the year. We are in the same boat (after all, our goal is to get as many orders as possible from our customers), so we are certainly not happy to see a drop in orders, even in the summer season, when such problems are predictable - customers are on holiday, spending more time outdoors, in the city, going out for lunch in restaurants or shopping in shops. Seasonality is one of the most important aspects that we can use to judge whether there will be more or fewer orders 🙏 We therefore remind our courier partners that it is important to pay attention to this - it is only natural that at some times of the day, week, month, or year the number of orders might be lower, while at other times it might be higher 🚀 You can also plan your own time based on the various trends 💪

We also want to assure you that, together with other teams, we are doing everything we can to ensure that the number of orders only goes up. 🚀

Restaurant and shop teams are adding more and more new names to the list of existing partners, and often partners who have worked with us in the past return to the platform 💙

The marketing team offers our customers more and more relevant promotions: discounts on delivery, special promotions on certain dishes, etc. 🙏 Let's not forget the monthly delivery subscription Wolt+ , which comes with even more discounts and offers 💪

And we, the operations team, strive to find a middle ground between the number of orders and the activity of the courier-partner community. Higher than usual courier-partner activity may give the impression that the number of orders is lower, but this is not the case, it is simply that the same orders are spread over a larger number of members. When there is less partner activity, it may appear that there are more orders, but this is also not the case, as the system simply distributes the orders that are currently available to fewer courier-partners and then it appears that "there are more orders".

Nevertheless, we can be happy that the number of orders is growing as October arrives, and every Friday and weekend is stronger than the last 💪So it is most worthwhile to connect on the days mentioned above, in the case of precipitation and bad weather, as well as during the weeks of customers' payroll - there are definitely enough orders for every courier partner who connects to us 🙏

If you see messages about lack of activity, then the customer experience is really poor and after a while, as new partners come on board, everyone's income may drop a bit. Therefore, please respond to these messages and join when you can, thus reducing the need for new partners and increasing your income. 🎉

Falling courier-partner earnings

This correlates with the number of orders - the more orders, the higher the courier-partners' income 🚀 Of course, we'd like to remind you that planning when and where to join can have a big impact on your income. Use the table below to see the best times to join the app to maximise your income!

And now let's move on to the most common comments!

As a reminder, before we accept your dropped order, you can immediately see the real distance travelled and the income you will receive for that distance! Each Wolt courier-partner has the option not to accept the order offered to them.

We expect and predict that as the number of orders grows, so will the revenue of our courier partners. ⬆️ Also, don't forget Fridays, weekends and the fact that the best indicators of higher order volumes are lunchtimes and evenings. Orders are ALWAYS higher at these times than at normal times.

Also, the aspect mentioned at the bottom of the page ⬇️ can also contribute to the rising revenue.

Tipping after ordering

As a reminder, the Wolt app has recently enabled customers to leave a tip after the order has been placed. So now customers can leave a tip in the app in two ways: before and after the order is placed. 👌 It is important to note that 100% of tips left by customers reach you 🚀

Post-order tipping has been a leading comment in our surveys, so we're glad that this issue has been resolved and that courier partners now have the opportunity to earn even more income from excellent service 🙏

It is also important to mention that this feature will be continuously improved 👊 The main goal of the team working on this update at the moment is to implement the post-order tipping in every country where Wolt operates, and once this is done, the team will be able to move on to the visualisation changes as well 😎 Of course, we could have waited for the changes to be implemented, but we didn't want to wait and wait, so we asked for the functionality to be activated in Lithuania as soon as possible 👊

Functionality issues in the Courier-Partner App

As with every survey, we received a number of great ideas that are relevant to our courier partners 👏 Thank you for your ideas 🚀 Some of these ideas are being worked on, some are already being tested in other countries, and we are looking forward to seeing, that before the end of the year we will be able to share with you a number of relevant updates that will make your daily routine easier 🙏 It is important to mention that Rome was not built in a day either - updates to the app often require a lot of time, effort and testing before they reach Wolt's courier partners 👌

Some of the most popular functionalities mentioned in the survey are the cash function and the "hotspots" in the app 🚀 We do not plan to implement cash transactions at the moment, but it is great that this topic is being highlighted among our courier partners - maybe in the future we will be able to introduce this feature. As for "hotspots", this feature is being worked on by our team of developers 🙏We are not only receiving comments from our courier partners in Lithuania: this potential update is also relevant in other countries 🚀

We always encourage you to share your ideas! After all, most of the updates and ideas that appear in the app are thanks to you! 💙

App crashes

We also get comments in our surveys about problems with the app: stuttering, not loading, navigation problems. Often these problems are caused by the Wolt Partner app not being updated - the first thing to do is to make sure you are using the latest version of the app. You can check this by going to the Google play or App store app platforms. If the app is not up-to-date, please make sure you do so, as you will only be able to use the full functionality of the app if you are using the latest version. If updating doesn't work and the app doesn't work smoothly, you can also try these few tips:

1. Do not use the battery saver mode

2. Don't have other apps open

3. In the settings for the ''Wolt partner'' app, location detection should be set to ''Always''

If this doesn't help, we have to look at each situation individually. As this survey is anonymous, we don't see your names and we don't fully know what exactly might have caused the problem. So if you and your app are experiencing stutters and problems: contact our support team or leave a review directly in the Wolt Partner app - when you log out, leave a review of how your app is working and we can take a look at the situation individually 💪

Payments of income

In the past, courier-partners have commented on surveys that they would like to see more frequent income payments: more than twice a month 🙏 We have now introduced an update, which will result in four income payments per courier-partner per month 💸

However, when we introduced this update, we received comments that the payments are too frequent - a point where some courier-partners are divided 🤔So together with our colleagues we are looking for solutions that would be suitable for courier-partners who would like to receive the income more frequently and for courier-partners who would like to receive the income less frequently 👌

As a reminder, we share the current payout arrangements at the end of the month or on the first days of the month 🎉

Equipment

We also received comments about changing equipment and vehicle - that sometimes it takes longer than you'd like 🙏

Our equipment partners ''Allparcels'' do their best to take care of your equipment as quickly as possible. Regardless of the recipient's city, they will make sure that your shipment is delivered in the most acceptable and convenient way ✌We understand that all sorts of situations can happen, but once you have registered for a pick-up, exchange or return of your equipment, you will receive a notification from our partners within 1-2 days confirming the delivery of your equipment (which will include the tracking number), and will take a couple of days to reach you as well. We would like to ask for a little patience from you in these situations - it is natural that there may be more or fewer requests for equipment at the same time - so sometimes you may have to wait longer 🎉

We would like to touch on another issue, which is the possibility of having two different sets of equipment for two different vehicles 🙏 Unfortunately we do not allow you to have two different types of bags at the same time for deliveries. It is important to note that we provide the equipment free of charge: we do not sell it, nor do we charge a deposit. We have a huge community of courier-partners, and it would be inefficient and financially costly if they all had both bags. However, in Lithuania we are prone to seasonality, so to have both bags for a longer period of time would simply leave one of the items in the warehouse, which is why we offer free swap. For efficiency, cost distribution and security, we provide one type of equipment. The equipment travels from other countries, so much larger quantities would be needed and the whole logistics chain would be longer.

Thank you for your comments, ideas and feedback! Don't forget - we see them, we read them and we pay attention 💙 We are one community, one family, so let's communicate, let's respect each other and let's move forward.