Business Essentials

 

Great Service - Accepting Orders - Advertising - Allergens - Change Of Details - Price Promise - Reviews

Introduction

As one of our valued restaurant partners we want to help guide your business to success. The key to this success lies in a few important guidelines based on good service, reputation, and trust. We’ve listened to your requests and have created our Business Essentials to help support these requirements.

You will discover insights in each support section; ideas on how to drive performance and clarity around EAT.ch compliance and the legal responsibilities for your business.

We’ll continue to concentrate on the most important bit of our partnership – helping you get more orders by investing the commission you pay into developing technology and high profile marketing.

Our well established Operations team members have a wealth of experience within the food industry – perfectly placing them to support you with all your business needs. Watch this space for more exciting developments within our support teams this year...

 

Great Service

Why it’s good for you…

Great service every time will lead to repeat custom and positive word of mouth reviews, as well as strong online EAT.ch reviews. All this will encourage more orders and be great for your business

In a nutshell..

‘Hot, fresh, and on time’ are the three key areas to hit every time you get an order. Make sure you’re fully stocked and prepped before service; have the right staff levels to meet orders; and have plenty of drivers on to get food delivered on time. Also keep customers in the loop if something’s not quite going to plan, or you need to change anything about their order.

Our commitment to you…

We’ll help you keep standards high and encouraging EAT.ch customers to leave positive reviews after they’ve ordered. We’ll also continue to grow schemes such as our PeppaAwards – recognised by customers as a benchmark of good quality.

Remember...

Takeaway should be the ultimate little win for your customers, which is why it should be great every time. Even the slightest little hitch can leave a sour taste, and put people off ordering with you again. Remember also that great service isn’t just confined to the kitchen – your drivers are representing your business too, so make sure they’re flying your flag with pride.

 

 

 

Accepting Orders

Why it’s good for you…

Accepting all orders will protect your reputation as a business and keep your reviews positive.

In a nutshell…

We work towards 100% of orders to be taken all of the time, but we understand that there may be times you may be too busy to accept orders. If this happens you can take yourself offline on Partner Centre.

Our commitment to you…

Taking yourself offline via Partner Centre is quick and easy – just click on ‘Close for the day’. Partner Centre is available on your mobile too for when you’re on the go.

Remember…

If you get too busy to handle orders, remember to take yourself offline on Partner Centre. This will ensure minimal disappointment to your customers.

 

Advertising

Why it’s good for you…

Consumers love the simplicity of ordering online, but they don’t enjoy being bombarded with marketing emails and texts they didn’t ask for. Our effective EAT.ch marketing comms have been designed to increase orders for you, so let us do all the hard work.

In a nutshell…

It’s against the law to use customer details from the information you receive from a EAT.ch order to send text messages or other marketing promotions direct to the customer.

Our commitment to you…

Using our own digital marketing experts, we’re able to effectively contact customers who’ve opted in to receive marketing about ordering takeaway through EAT.ch. We’re committed to investing more in this service, with the goal of increasing your orders.

A few legal points...

If you break the law by marketing directly to EAT.ch customers without consent, we’ll have to terminate our partnership with immediate effect.

 

Allergens

Why it’s good for you…

Customers are becoming more aware and focused about the ingredients in food, and those with allergies and intolerances need to know correct info so they can make informed choices.

In a nutshell…

It’s a legal obligation to advise customers to contact you if they need information on the specific allergens or for you to show the specific information on your menu.

Our commitment to you…

We will comunicate in the order confirmation receipt the information provided by the customer! We will work towards a better communication and relationship.

 

Change Of Details

Why it’s good for you…

Having up to date information makes it easier for us to contact you with help, offers and assistance. So make sure we have your correct email address and telephone number.

In a nutshell…

Don’t forget to update us with any changes to your details such as name, address or ownership change. We need your up to date info to make sure you’re making the most out of your partnership.  

Our commitment to you…

We’ll keep making it easier for you to update your account details through Partner Centre.

Remember…

If we don’t have the most up to date info you risk being taken temporarily offline to prevent info or money being sent to the wrong location.

 

Price Promise

 

Why it’s good for you…

Customers trust consistency and want to know they are getting a fair deal, which can lead to repeat orders and positive reviews.

In a nutshell…

You must advertise the same menu prices on EAT.ch as those you offer elsewhere. Plus it’s in our terms and conditions that you must stick to this little rule.

Our commitment to you…

If your menu needs to be updated, you can either do it on Partner Centre or send a copy to our dedicated menu team at menu@eat.ch

Please Note: If we have contacted you regarding our Price Promise Policy, we will require a paper copy of your menu and digital copies will not be accepted.

A few legal points...

If we are notified of a price difference your account will be taken temporarily offline until your menu is updated to reflect your shop prices. If we’re unable to resolve the issue we will no longer be able to partner with you.

 

Reviews

Why it’s good for you…

Building a good online reputation will help you find new customers and encourage existing customers to order more often.

In a nutshell…

Our research shows that online reviews are more important than ever, and that customers are making informed decisions about where to order from based on existing reviews. Therefore it’s essential that they’re given access to fair, honest and accurate information from both EAT.ch and our restaurant partners.

Our commitment to you…

Reviews will not be removed unless they are proven to be fake or offensive in any way. If you suspect fake or malicious reviews are being posted about your restaurant, you can email reviews@eat.ch and we’ll look into them for you.

A few legal points...

Fake reviews produced by your own restaurant aren’t acceptable, and we’ve got systems in place to spot them and prevent any further ones being posted. Leaving fake reviews could ultimately lead to your account being terminated.