From day one, our goal has been to build the best possible platform for all our users, and the only way to achieve that effectively is to continuously listen to and collect feedback from all members of our community. In March, we launched an enhanced effort to get feedback directly from Dashers on our pay model and how we can make DoorDash work better for Dashers overall. We held roundtable discussions with Dashers in Chicago, Austin, and San Francisco. We also invited Dashers to take online surveys, asking them to prioritize the improvements that they’d most like to see.
Thousands of Dashers provided feedback on everything from the pay model to restaurant wait times. The feedback was invaluable. And yes, at times, the feedback was also humbling. We now have the opportunity to channel this feedback into positive changes for Dashers — changes that I believe will make our platform even stronger and will continue to improve the Dasher experience more broadly. We are committed to maintaining this ongoing dialogue and we expect our platform will continue to evolve over the years to reflect feedback from the Dashers, consumers, and merchants we serve.
Overall, we heard that Dashers value transparency and fair, consistent earnings. With our current pay model, Dashers see a guaranteed minimum — including tips — prior to accepting a delivery. The guaranteed minimum is based on the estimated time and effort required to complete the delivery. Providing this guarantee upfront means that Dashers are more likely to accept all kinds of deliveries because they know what their earnings will be even if the customer provides little or no tip. As a result, customers receive their orders faster and more reliably, which in turn generates more opportunities for Dashers. Dashers will continue to see this upfront guaranteed minimum, and as described below Dashers will also be able to see the breakdown in their earnings for each delivery.
We also heard that there are things we can do to improve the Dasher experience. In an online survey, we asked Dashers to prioritize how we can make DoorDash work better for them. Here are the top 10 things Dashers told us, in priority order:
We’ve spent the past weeks hard at work planning, building, and testing ways to address these concerns. We’re excited to announce several product changes and other initiatives today.
It has always been important to us to provide information to Dashers, consumers, and the general public about how our pay model works. We’ve updated our Dasher and consumer FAQ pages to explain the model and the benefits it provides to all of our users. We’re also making it even easier for consumers to learn about the pay model by adding a link to the FAQ page right on the checkout screen.
We also want to formalize how we receive feedback from Dashers so we can stay in tune with their perspectives on an ongoing basis. We’re therefore launching a Dasher Community Council with representation from Dashers around the country. DCC members will help shape DoorDash’s future by testing new product features and acting as a sounding board for ideas. The DCC also helps strengthen the Dasher community by voicing community concerns and planning community-building events. For Dashers interested in volunteering for a role on this Council, please see more information here.
Finally, I want to use this opportunity to announce something I think is especially important. Beginning June 27, 2019, occupational accident insurance will be available for all U.S. Dashers while on a delivery. There’s no cost to Dashers and no need to sign up. This insurance includes medical expenses, disability payments, and survivors payments resulting from a covered accident. DoorDash is already a leader in offering unprecedented freedom and flexibility to enable everyone from students to teachers to retirees to achieve their goals on their own terms. Dashers tell us that being their own boss is the #1 reason they choose to work on our platform. I believe that DoorDash can also be a leader in helping to provide more security in this new type of work. Today’s announcement is the first step in that direction. More details on coverage limits and eligibility are available here.
At DoorDash, we will continue listening to our community so we can build the best platform for all of our users. I want to thank the Dasher community for participating and providing feedback. I believe these changes will help us create a better experience for the Dashers, consumers, and merchants we serve and we look forward to maintaining this open dialogue so we can continue to improve in the years to come.