- Deliver a seamless order experience for all and transition from transactional to emotional.
- Consumers: enable access to extensive selection and seamless transactional experience for all food occasions.
- Merchants: provide demand, insights and innovations that drive sustainable growth.
- Riders: offer attractive earnings with flexibility, security and opportunities for personal development.
- Employees: create an inclusive environment where our people have growth opportunities and can leave their mark.
Progress in 2022
- Increased number of restaurant partner sites to ~158,000 (including >1,000 McDonald’s sites in the UK as part of our new long-term global strategic partnership) and grocery partner sites to >18,000 globally.
- Evolved sustainability strategy and grew our programme of actions to support our stakeholders and the communities in which we operate.
- Launched voluntary partnership with GMB Union in the UK that recognises riders as self-employed and provides for collective bargaining on pay and consultation rights on benefits and issues including health, safety and wellbeing.
- Rider attraction and retention rates remained robust despite high levels of employment vacancies across key markets.
- Significant investment in the technology organisation to innovate and build efficiencies.
- Adopted Executive Team targets for gender equality.
- MACs*: 7.4 million in 2022 (+6% YoY).
- Total merchant sites: ~176,000 in December 2022 (+25% YoY).
- Rider satisfaction: 83% in Q4 2022** (Q4 2021: 85%).
- Employee engagement score: 7.8 (out of 10) in December 2022 (8.1 in December 2021).***
- Build leading market positions (#1 or strong #2) based on hyperlocal market share.
- Expand coverage and increase penetration by growing category awareness and market share.
- Accelerate grocery offering and innovate in formats and commercial models with non-food partners.
- Support thriving incomes for merchants and riders.
Progress in 2022
- Grew market share across key markets including Italy, France and UKI.
- Broadened business in the Middle East, launching in Qatar to add to established strong positions in the UAE and Kuwait.
- Grocery offering strengthened with expanded/new partnerships in UKI with Waitrose, Sainsbury’s, Co-op, Asda and Spar, and in International with Auchan (France), Esselunga (Italy) and ParknShop (Hong Kong).
- Opened Hop sites in the UK, Italy, France, the UAE and Hong Kong and launched ‘Hop as a Service’.
- Broadened health and beauty offering by expanding UK partnerships with Boots (from 14 to 125 stores).
- Increased Plus subscribers globally, supported by initiatives with Amazon Prime (extended in UKI, and expanded to add Italy, France and the UAE).
- Orders: 299 million in 2022 (5% YoY).
- GTV: £6,848 million in 2022 (+7% YoY in constant currency).
- Revenue: £1,975 million in 2022 (+14% YoY).
- Add new high-margin revenue streams, such as advertising.
- Create the most efficient logistics network built on hyperlocal network density.
- Generate tech-driven efficiencies in the marketplace and our own operations.
- Drive operating leverage with scale.
- Aim to reach 4%+ adjusted EBITDA margin (as % of GTV) by 2026.
Progress in 2022
- Launched new advertising platform, alongside the existing restaurant sponsored positioning product, allowing FMCG and other brands to advertise to Deliveroo consumers in new formats: in-app and online.
- Reduced rider experience time through new meal preparation time models that have further reduced rider wait time at restaurants, as well as better balancing supply and demand in the network.
- Optimised the use of pricing levers (delivery fees, service fees and minimum order values) through experimentation.
- Optimised restaurant ranking models with improvements to homepage layout and upselling recommended items.
- Made the difficult decision to end operations in Australia and the Netherlands in order to focus resources on market positions that support the Group’s path to profitability.
- Gross profit margin (as % of GTV): 9.4% in 2022 (7.9% in 2021).
- Adjusted EBITDA margin (as % of GTV): (0.7)% in 2022 ((1.6)% in 2021).
- Free cash flow: £(243) million in 2022 (£(239) million in 2021).
* Defined terms can be found in the Glossary on page 190.
** Figure based on Q4 2022 monthly survey results. During the reported period, 32,481 riders completed the survey globally, representing 22% of riders who delivered an order across the quarter.
*** Overall engagement score in December 2022, compared to the same period last year. This measures sentiment across four engagement areas: ‘belief (in product)’, ‘satisfaction (in job)’, ‘loyalty (to Deliveroo)’ and ‘employee NPS’.