Our three-sided marketplace
Our opportunity
Establishing and operating a three-sided marketplace is complex. Our platform connects local consumers, riders and restaurant, grocery and retail partners – all of whom we see as our customers. We must provide a compelling customer value proposition to all three sides.
We must develop the technology and logistics that make the marketplace work seamlessly. We must also create demand and balance supply to drive network density.
Doing all of these things together is challenging. But by doing them successfully, we bring ever-increasing platform utility to our customers, and support the growth flywheel and economies of scale that drive value for Deliveroo’s shareholders and wider stakeholders.
Our consumer value proposition
Availability
Being available when and where consumers want to order, to capture as many meal and shopping occasions as possible.
Selection
Providing access to local favourites and national chains, with exclusive content in every neighbourhood.
Consumer experience
Delivering a seamless end-to-end experience from in-app discovery to reliable delivery to customer care.
Price
Providing access to a range of food and product prices, fees and promotions to meet expectations of value.
Brand
Ultimately, consumers choose to order from Deliveroo, so what we stand for and our brand image are critical to that decision.
Our technology
Our sophisticated logistics technology underpins all we do and ensures the three sides of the marketplace interact seamlessly together.
Delivering value
Consumers
We unlock a wealth of choice for consumers, providing fast, reliable delivery of restaurant food, groceries and retail products. Our Plus subscription programme further enhances consumer value with free delivery (above a minimum order value) and other benefits.
290m
orders delivered in 2023
Merchants
Access to Deliveroo’s logistics, innovations and more than seven million monthly active consumers (‘MACs’) provides merchants with new ways to grow revenues, increase brand value and maximise the profit potential from online delivery.
£7.1bn GTV
enabled through our platform in 2023
Riders
We provide riders with attractive earnings opportunities combined with full flexibility over when and where to work. Our free insurance provides security, with accident and third-party liability cover globally and additional cover in many markets.
83%
global rider satisfaction score in Q4 20231
Communities and environment
We support communities through charity partnerships and employee volunteering. We also focus on reducing plastic waste, food waste and the carbon emissions created by our operations, and supporting the wider supply chain to implement more sustainable practices.
>3m
meals donated to families in need in 2023
Employees
We offer an inclusive environment where individuals can evolve their skills and experience and leave their mark, in step with the rapid scaling of our business. Our people have the opportunity to be part of something bigger through the impact we make in our marketplace and communities.
7.4
out of 10 employee engagement score in December 20232
Shareholders
We aim to balance continued strong growth with progress to profitability, and have set out our path to reach an adjusted EBITDA margin (as % of GTV) of 4%+ by 2026. Capturing growth opportunities and driving towards our target margins will create substantial shareholder value.
£300m
structurally surplus capital announced and returned to shareholders in 2023
1 Figure based on Q4 2023 monthly survey results. During the reported period, c.23,000 riders completed the survey globally, representing c.17% of riders who delivered an order across the quarter.
2 Figure based on December 2023 monthly Peakon employee engagement survey results.
