Grubhub Unveils New, Faceted Ratings and Reviews System

Over 6.5 million diner-provided data points collected since December 2015 deliver actionable, accurate information for Grubhub customers and restaurants.

CHICAGO, July 11, 2016

Grubhub, the nation’s leading online and mobile food-ordering and delivery platform, today announced the launch of its new, faceted ratings and reviews system. The new system provides in-depth insights into three aspects of the takeout experience: accuracy of delivery time, order accuracy and food quality. It also raises the bar for transparency and trust in the online restaurant ratings and reviews space, with an unprecedented volume of diner-generated data and fraud prevention enhancements.

“Grubhub works hard to connect diners with the food they love from their favorite local restaurants, and to help restaurants succeed with innovative tools and technology,” said Sudev Balakrishnan, Senior Vice President of Product, Grubhub. “We saw an opportunity to empower our diners by giving them accurate information on the aspects of the ordering experience they care about most, so they can make the ordering decision that best meets their needs. At the same time, we are able to help restaurant owners attract and retain more loyal diners by providing transparency into the factors that influence the rating of their restaurant.”

The new system is powered by a true collaboration with diners. Each day, Grubhub collects, on average, 70,000 data points from its customers. These data points are provided by diners shortly after they receive and consume their meal, via a short text survey, or a survey that appears when the diner logs back onto the Grubhub site. In either case, the diner is asked a short series of questions about their experience. The data from these responses is then aggregated into an overall star rating as well as a score for each facet of the ordering experience.

Cultivated through extensive market research and usability testing with both new and existing diners, the new system provides significant benefits for diners and restaurant owners, and is tailor-made for the online food ordering experience.

Benefits for Diners

  • More useful information to make educated ordering decisions, including insights into:
    • Order accuracy
    • Food quality
    • Accuracy of delivery time
  • An easier, faster way to provide timely reviews of local restaurants
  • Increased trust due to improved accuracy and timeliness of reviews

Benefits for Restaurants

  • Insights into what Grubhub users love about their restaurant
  • Detail on actionable opportunities to improve service and grow diner loyalty
  • Improved accuracy and timeliness of reviews

About Grubhub

Grubhub is the nation’s leading online and mobile food-ordering company. Dedicated to moving eating forward and connecting diners with the food they love from their favorite local restaurants, the company’s platforms and services strive to elevate food ordering through innovative restaurant technology, easy-to-use platforms and an improved delivery experience. Grubhub is proud to work with more than 44,000 restaurant partners in over 1,000 U.S. cities and London. The Grubhub portfolio of brands includes Grubhub, Seamless, AllMenus, MenuPages, Restaurants on the Run, DiningIn, LAbite and Delivered Dish.