Grab Thailand kicks off the “GrabConnect” programme, hosting caravan activities led by its executives team to meet and listen to feedback from driver-, delivery- and merchant-partners face-to-face, aiming to foster a closer connection and create a better understanding between the partners and the platform. Feedback and suggestions are collected for further improvement in various areas, ranging from driver-partner’s benefits to communications and location mapping system, and the development in learning courses to the expansion in financial services for the merchant-partners. Ultimately, this initiative is aimed at improving platform users’ experiences and service quality while balancing the needs of all stakeholders in the ecosystem.

Alejandro Osorio, Country Head of Grab Thailand, said, “Both driver- and merchant-partners are our key stakeholders and considered as pillars of business. They’ve played a significant role in providing services in response to the needs of millions of users on our platform. Today, we have more than 400,000 driver- and merchant-partners and small business operators, who are able to earn their additional source of income, increase their sales, and expand their businesses on our Grab platform. So far, we have been communicating through both online and offline channels to promote better understanding and listening to the opinions of our partners continuously. Moreover, we also conduct quarterly surveys on platform satisfaction to further advance our platform development and the quality of service we provide.”

“To build on a closer connection and communication with our partners, this year Grab has initiated the ‘GrabConnect’ programme that enables the management team and employees of Grab Thailand to meet and interact with our driver- and delivery-partners, as well as our merchant-partners through face-to-face engagement meetings. This provides a great opportunity for our teams across Grab to understand the partners holistically, including their experiences on and off the platform, limitations, challenges, as well as, their expectations towards Grab. We started our programme in Chiang Mai and Bangkok, and will expand it to other provinces nationwide.” 

After collecting feedback and suggestions from driver- and merchant-partners across different channels, including the GrabConnect programme, Grab Thailand will keep developing and advancing its operations in the following areas.

• Driver- and delivery-partners

• • Continue to improve communication systems and channels such as increasing the number of call center agents by 60% to provide better service support for both the driver-partners and users in a more efficient way.

• • Enhance location mapping to be more comprehensive and accurate by arranging “The Place Hunter 2022” activity that allows driver-partners and users to participate in pinning new places within the application to win special prizes and discounts every month.

• • Explore opportunities to improve benefits for drivers to alleviate financial burdens such as offering fuel discount vouchers to driver-partners worth over THB 8 million in total, providing incentives during special occasions such as the Songkran festival, and improving the insurance claim process to be more convenient for them.

• Merchant-partners
  • Revamp training courses on GrabAcademy in a more interesting and meaningful way by partnering with experts and successful restaurant owners to share their expertise and experiences in food delivery in a fun and tangible way. 

• • Expand opportunities for financial service such as digital loans for merchant-partners as cash flow is crucial for small business operators. Grab will continue to offer loans to over ten thousand eligible merchant-partners this year. 

“We plan to arrange the GrabConnect caravan every quarter, covering more provincial areas to better connect and understand the needs of our driver- and merchant-partners at full force. Grab would like to extend our appreciation towards every opinion and feedback provided from them as well as our users. Those voices are all significantly valuable and beneficial to improve and enhance our platform and operations to be more efficient across all aspects, in order to ensure the heart-winning services of Grab among Thais and maintain our role as the region’s leading superapp in the long run,” added Alejandro.

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