It’s time to UberEat

24 Mar
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Owner and Manager of Mr Pad Thai Natalie Sirisom showcasing the UberEats delivery bag. Picture: Eliza Reilly

By Eliza Reilly, Bond University Journalism student

UberEats has hit the Gold Coast with a rapidly growing number of local businesses signing up to the delivery service, according to the team behind the service.

Providing a pathway for restaurants to find new customers is the goal for UberEats says Uber customer service representative Adam McLean after the app was launched on the Gold Coast on February 15.

“UberEats is like the middle man so customers can go on to our app and look at what type of food they would like,” he said.

“We’re growing quickly, every single day the team is calling up restaurants that eaters want on the platform and having a chat to them about what we can do for their business.”

Customers can place orders at any of the range of businesses on the app which are then relayed to the eateries and delivered straight to the customer’s home by an UberEats courier.

“The service is basically set up so that restaurants can be self-sufficient and UberEats is there to manage the platform and resolve issues they may face,” Mr McLean said.

A $5 booking fee is charged on every order to help UberEats cover operational costs which is consistent with all the other Australian cities (Perth, Adelaide, Sydney, Melbourne and Brisbane) which offer the service.

Travellers returning from these cities after experiencing UberEats and questioning its absence on the coast served as a major reason why the Gold Coast was the first regional city to receive the apps services.

This coupled with the Gold Coast’s vibrant food culture makes Crave Social Media and Graphic Design manager Kate Linton believe UberEats will thrive on the Gold Coast.

“The food culture on the Gold Coast is growing, we want to see the coast stand out not only for the tourist market but for our great food culture,” she said.

“If businesses provide quality food and UberEats can provide a great service, we think that it will be very successful for businesses on the coast.”

Food delivery options were limited prior to UberEats so the ability to sample a range of cuisines from the comfort of home or work further excites Ms Linton.

“Before UberEats the only food that you could really get delivered was pizza and as much as we love pizza, it’s not always what we want to eat if we want takeaway food delivered,” she said.

“We are loving the idea that we can get our favourite foods delivered straight to us for just a small fee.”

A Bond Gold Coast News poll of 30 people showed two-thirds of Gold Coasters surveyed have already tried the service resulting in an 8.5/10 average satisfaction rate.

The main reason for dissatisfaction was the delivery area which fails to cover some of Gold Coast major suburbs such as Currumbin and Carrara, however UberEats hopes to soon service these areas.

Owner and manager of Mr Pad Thai Noodle Bar Natalie Sirisom said despite everything being so far so good after three weeks with UberEats, she is unable to tell whether they are making any more profit than usual with the service.

“They take quite a large percentage of the money but at the same time it is their responsibility to provide bags and drivers and fix all of the problems that we may encounter,” she said.

“We don’t know if it’s going to work out yet but we will assess how it’s going in a few months’ time.”

When asked about the percentage UberEats takes from each order, Mr McLean declined to answer but said as they become more confident in their position, the company may be able to reveal their ‘trade secrets.’

“Essentially we’re trying to set it up so that the eater pays less and ensure that the restaurants are getting their money’s worth,” he said.

The struggle to find a delivery driver left UberEats as the logical business boosting option for Ms Sirisom following a string of customers ringing and asking for delivery.

“We saw an opportunity to boost our business so we thought we would sign up and give it a go,” she said.

“There is no contract so if we are happy with the service, we will continue to use it but if not we can easily stop and UberEats is okay with that so there is no pressure on us.”

The restaurant’s most popular dish by far ordered through the platform is its namesake, pad thai.

“Everyone knows our pad thai dish,” Ms Sirisom said.


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