The company also announces that it will annually evaluate the need to readjust values passed on to professionals
At Commitment Letter prepared in partnership with delivery men and women leaders in the first National Delivery Drivers Forum held in the country in December 2021, iFood committed to meeting 18 demands brought by professionals — and set a deadline to report on them: March 31, 2022.
In these three months, 15 commitments were completely delivered by iFood within the agreed deadline or are in progress; another three will be finalized in April, with one item being revised due to technical complexity. In addition to the points included in the commitment letter, iFood recently announced the adjustment of earnings delivery drivers, with an increase of 13% in the minimum value of the route and 50% in the minimum value of the kilometer driven. The new rates come into effect next Saturday, April 2nd.
And the most recent delivery is that iFood decided to reevaluate, annually, the need to make new adjustments to the fees passed on to delivery people, in response to another request from partners.
“This process of active listening at the Forum and other events was very positive and brought a change of culture to iFood. If before we worked a lot on data collected from surveys with delivery men and women, with face-to-face meetings we were able to deepen our vision of what is most important and most urgent for them”, says Alexandre Martinez, logistics manager at iFood.
Another important demand for delivery men and women that was met in December was the reduction of delivery time. OL (Logistics Operator) migration to the Cloud, which fell from 60 to 35 days. “All these deliveries were achievements of the delivery men and women, not only for raising the issues but for giving us feedback to improve solutions.”
The three points that will not be fully delivered by March 31, 2022 are scheduled to be delivered in April or will be reviewed in the coming months. Are they:
- Enable new challenges from professionals deactivated from the platform (which is in the technical adjustment phase)
- Review the OL deactivation dispute (first half of April)
- Launch of the national campaign to value delivery drivers (until the end of April)
“A lot of things will still improve, especially with regional meetings to understand the issues that are most important for each place. Dialogue brings us more clarity on how we can improve every day. It will be a continuous and evolutionary process, which will certainly yield many fruits for everyone.”
Check below what the points of the Commitment Letter are and when they were (or will be) met:
December and January
- Migration of OL to cloud. Reduction from 60 to just 35 days
- Clearer messages explaining reasons for blocking and suspension directly in the delivery person's app
- Information campaign on reasons for blocking and suspensions
- Better communication about the reporting channel
- Automation of waiting rates in restaurants (currently under adjustment)
- In-app survey about experience in support points
February
- Transparency about account deactivation (preventive communication of which behaviors lead to deactivation and the reasons for this)
- More autonomy for delivery people when migrating from OL to the cloud with the inclusion of a button in the application for this type of request
March
- Humanized review of deactivations from the previous six months (other than serious fraud under the platform's terms of use
- Review of OL deactivation dispute (in the adjustment phase)
- Commitment to annual assessment on the possibility of readjusting the value of transfers
April
- Minimum fare review (starts on 2/4)
- National campaign to value delivery drivers
In progress
Commitments that have already been initiated, but do not have a defined deadline for delivery in the Letter
- Review scheduling experience (revisions and tests are already being carried out)
- Evaluate order grouping reduction
- Audits and inspection at support points (started in the first squares)
- Listen to delivery drivers' leaders to implement support points in their cities (started in the first squares)
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