About Quality Hero Program
The Quality Hero Program is designed to encourage Grab merchants to maintain high-quality service for Grab customers. By consistently delivering excellent service, merchants can earn incentives and gain recognition as quality heroes on the platform, helping to market their brand more effectively.
How can YOU become a Quality Hero?
To become a ‘quality’ Merchant & receive additional benefits, you will have to meet all the Quality Hero Program criteria which are evaluated on a monthly basis.
Eligibility Criteria
You have the opportunity to be evaluated for Quality Hero status if you meet the eligibility criteria:
Store Completion Score with a minimum score of 30%
No safety incidents
Lifetime Customer Ratings Count of at least 10
Lifetime Customer Rating of at least 4.0
Evaluation Criteria
Once qualified, you can focus on maintaining your performance to consistently meet the standards of a Quality Hero:
At least 20 orders
Avoidable Cancelation Rate of less than 1%
Less than 1% Missing & Incorrect Orders
Store Offline Rate should be not more than 5%
Order Delay Rate is below 27%
How to Track Your Progress?
Follow these steps to review your data and monitor your progress effectively. Make data-driven decisions to improve your operations.
1. Go to the ‘Home’ section of the GrabMerchant App to view your Quality Hero badge.
2. To check your progress towards becoming a Quality Hero, you can either: (1) click on the Quality Hero badge, or (2) explore the ‘Just for You’ carousel to monitor your progress.
3. You can review each goal to gain specific insights, such as your order count, order delay rate, offline rate, cancellation rate, and incorrect order rate.
Your exclusive rewards and perks as a Merchant Quality Hero!
Quality Hero Badge
The Quality Hero badge will remain visible to customers throughout the entire cycle (1 month), provided there are no food safety incidents during this period.
This badge is awarded as a recognition of your exceptional service quality and commitment to excellence. Displaying the badge may help your brand stand out, attract more customers, and build trust in your business.
Stay tuned for other rewards and perks exclusively for you!
Here’s how you can join the program
All GrabFood Merchants can join the Quality Hero Program and track their performance against the monthly targets.
However, only Merchants that meet all the minimum criteria for each metric in the programme will be awarded additional benefits.
Therefore, we encourage you to consistently:
Actively sell on Grab
Regularly update your store details in the GrabMerchant app
Maintain the safety and quality of your orders
Consistently achieve high ratings
Consistently avoid order cancellations
For more information, you can check our Merchant Help Centre here.