How to maintain and increase restaurant rating

The following influences the overall restaurant rating that users see:

• User ratings: if all the items in an order are correct, the food is high quality, and the courier isn't late, ratings will be high.
• Orders canceled by the restaurant: the less orders you cancel, the higher your rating.

To learn more about cancellations, check out the How order cancellations affect a restaurant article.

How to maintain your rating

If your rating is high, you've been doing everything right — you just need to keep up the good work.

But sometimes it can be difficult to keep track of everything, so we recommend using the checklist. Go through it once a week and pay special attention to user reviews and ratings. Even positive reviews can sometimes show what you need to work on.

Preparation time

If orders in Yango Deli often turn red, review your kitchen workload and put the restaurant on pause in critical situations to avoid cancellations.

Packing time

If sometimes you don't have enough time to pack a hot item, try reducing the time between preparing and packing orders. Don't start preparing the next item until you've packed the previous one.

Updated menu

Before opening, check if you have all the ingredients and can prepare all items on the menu. If you're missing something, update the stop list and start the day.

Number of employees and their workload

If you don't have enough employees, staff the busiest shifts first (normally in the evening from 18:00 to 21:00, and around lunch from 12:00 to 14:00).

How to increase your rating

If your rating drops, pay attention to user reviews. See if they're complaining about the same thing in different reviews and find out the reason. Remember that one high-quality order can raise even a low rating higher.

Here are a few recommendations. If the complaints are about:

Item taste or quality

Check the ingredients and user comments. If the majority of complaints are about one particular item, it's worth reviewing the preparation process or checking your suppliers.

Issues with packaging

Always make sure containers are securely closed and bags are tied or sealed.

Issues picking orders

Compare the final order with its summary in Yango Deli before handing over the order to the courier. Remember to add the right number of utensils and follow user instructions.

Long order preparation

Increase preparation time in the Preparation time section. If your workload is critical, put the restaurant on pause and prepare the orders you currently have.

Food temperature issues

Use special packaging that keeps food and drinks hot during delivery, and also wrap them in thermal bags.

How to avoid order cancellations

If orders are getting canceled, analyze the reasons:

High workload, weekend, special events, or emergencies

If you can't accept orders temporarily, put the restaurant on pause in the Restaurants or Orders section. This way, you can prepare the orders you already have and avoid losing revenue and user loyalty.

We couldn't reach you by phone

Check the restaurant's contacts or update them in the Restaurants section.

Missing item

Check the order summary before you accept the order, and update the stop list as often as needed. If you've already accepted an order but can't prepare it in full, call the user and offer a replacement for the missing item.

The restaurant closed earlier than in the work schedule

Update the restaurant's business hours to reflect the real time you can accept orders. Also take into account the time it takes couriers to pick up orders.

Technical problems in the restaurant

At the start of the day, make sure your devices are in working order and the internet connection is good throughout the restaurant. It's best not to use old devices because the app may work slowly on them. If everything is in order, but you're still experiencing technical issues, contact support.

Late couriers

Increase the delivery time or make the delivery radius smaller. If you're running late preparing orders, you can increase preparation time temporarily.

Order prepared incorrectly

Check if the order summary in the app matches the prepared order before handing it over to the courier. Follow user instructions for the order and add utensils if necessary.

Order never delivered

Call the user to arrange delivery before confirming the order. If you can't reach them by phone, contact support. If you can't deliver orders on time, increase the delivery time or make the delivery radius smaller.

Order prepared and delivered ahead of time

Reduce the delivery time in the Delivery zones section. If you want to deliver an order in advance, you have to get user approval first.