In general, as a software, Uber Eats still has a lot of room for improvement. As a company, although Uber is already good in some aspects, it still needs to make further progress, changes, and innovations in response to feedback.
Uber Eats: Food Delivery is an application under Uber Technologies.
This App mainly provides food delivery services. The software will include the menu provided by the restaurant. Without going out, guests can enjoy the food delivered to their homes. If the guest chooses the delivery service after placing the order, the location of the delivery person can be seen in the software in real-time. In addition, consumers can leave their own comments and ratings for others to refer to.
During the epidemic, the demand for such services has soared, almost twice as much as before. There may be two main reasons: 1) People hope that they can help more restaurants that have been hit hard by the epidemic, especially the small local ones, 2) The epidemic has made more people prefer to enjoy food at home while dining out is likely to increase the risk of infection, so food delivery is the most reasonable choice.
This software currently ranks third in the Food & Drink category of the Apple Store and has a high score of 4.8. But these are just appearances. If you take a closer look at the comments, you can find that the most praised ones are criticizing many problems with Uber Eats. In fact, this is not a rare phenomenon. In many cases, customers will deliberately give five stars because their bad reviews can be seen by others more easily. Unfortunately, many of Uber Eats' "good reviews" are of this kind. Uber Eats has not been very popular since it went public. Most of the complaints can be summarized into the following categories: 1) As a software that harmonizes restaurants, food delivery staff, and customers, the function of Uber Eats does not help these three parties communicate well. This will not only lead to untimely delivery of the food, but also cause the delivery staff to run in vain (waste gasoline and pollute the environment), or force the restaurant to dump the prepared food. 2) Uber Eats is good at using advertising and activities to encourage customers to spend money on food or products that may not be necessary. According to the comments, many people complained that they could not get the discounts or items promised by the software after investing money. All in all, many problems with this software can directly or indirectly lead to a waste of resources. Although there has been a lot of feedback, Uber Eats seems to have not made any special progress over the years, and it still makes frequent mistakes on these old issues. According to customer reviews, I think this software still has a lot of room for improvement.
Uber has a People and Culture Report almost every year and will disclose specific figures, such as the ratio of men to women, the proportion of colored races, and so on. Not only that, Uber Eats has been committed to promoting sustainability since 2019. One of the measures is to provide Utensil Opt-In. Customers can freely choose whether they need tableware or not, which greatly saves the amount of disposable tableware. Moreover, Uber Eats and EnviroPack are long-term partners to monitor and ensure that the hotel’s packaging is eco-friendly and recyclable. Other designs of the software, such as the thoughtful presentation of food ingredients, complete identification of key allergens, and so on, also reflect Uber Eats's policy of emphasizing customer differentiation. So I think Uber Eats is commendable in this regard.
Nevertheless, Uber Eats can do better in some other ways: 1) I did not see on Uber’s website that the company has set goals for sustainability. Most of the policies were in place a few years ago. If there is no goal, it is easy to doubt that Uber Eats has not made progress in the past few years. 2) Part of the data is still missing. For example, Uber Eats will state that their food delivery methods can reduce carbon emissions, but there is no data and research support behind this.
Uber is a very large company with many products under its umbrella. Here I will mainly focus on the policies and departments related to Uber Eats. To be honest, through research, I found that Uber still has big problems in many aspects. First of all, it does not treat drivers very well. In fact, there have been lawsuits between drivers and Uber over the past few years, many of which have revolved around minimum wage laws. Uber has refused to classify drivers as workers for a long time, so many of their rights cannot be protected. Many employees are people of color - this is used by Uber to celebrate the diversity of the company - but if it is just to bring together vulnerable groups and persecute them more deeply, then even if Uber provides jobs to these people, we have to think more deeply about whether this is appropriate.
The current epidemic is still severe, and the catering industry has ushered in an unprecedented crisis. To some extent, Uber Eats allows the restaurant to survive when it is closed, but the extreme lack of drivers makes this only a drop in the bucket. Although Uber claims that they have invested money to help restaurants, there are no specific measures and results on the website. During the epidemic, Uber Eats' bills almost doubled, which also greatly increased energy consumption and carbon emissions. In response to these, they did not have any relevant statements.