Introducing Zomato’s First Delivery Partner Wellbeing Survey

At Zomato, we’re deeply committed to constantly improving the wellbeing of the delivery partners, who are the true backbone of our organization. In October 2024, we launched a five-dimensional delivery partner wellbeing framework, based on our surveys with 10,000+ delivery partners and discussions with worker rights research organizations like Social Compact and Jan Pahal. Built for the Indian context for gig worker-based platforms, the framework evaluates the effectiveness of delivery partner wellbeing initiatives and covers five key areas of wellbeing: financial, social, physical, mental and professional.

We’re now unveiling the first edition of our Delivery Partner Wellbeing Survey which holistically evaluates the wellbeing of delivery partners onboarded on the Zomato platform. For this, we commissioned NeilsenIQ (NIQ) to create a comprehensive wellbeing measurement tool, and capture responses from 3,107 Zomato delivery partners located in 35 cities covering all elements of wellbeing.

The results of the survey have been organized into two tiers as represented below:

Elements with scores above 80%, indicating high satisfaction

• Order delivery experience: 82% average score

  • Ease of using and navigating the delivery partner app (98%)
  • Satisfaction with language options on the app (96%)
  • Ease of booking gigs/delivery slots on the app (95%)

• Payout and Earnings: 81.6% average score

  • Ease of access to incentive schemes (93%)
  • Timeliness of payouts (92%)
  • Access to surge‑based payout schemes (92%)

• Diversity and respect: 80% average score

  • Respect received from others as delivery partner with Zomato (91%)
  • Satisfaction with platform’s initiatives in ensuring respectful treatment by customers and restaurants (83%)
  • Awareness of protection provided by platform against all forms of harassment (79%)

• Attire and assets: 80% average score

  • Suitability of attire for extreme weather conditions (86%)
  • Access to safety/first-aid kits (81%)

Elements with scores between 65-80%, indicating medium satisfaction

• Grievance redressal: 78.6% average score

  • Awareness of whom to contact during adverse situations (86%)
  • Ease of access to central delivery partner helpline (79%)
  • Grievance resolution timelines (within 48 hours) (78%)

• Growth and long-term engagement: 76% average score

  • Benefits associated with long-term engagement (80%)
  • Opportunities for learning new skills to enhance earnings (80%)
  • Satisfaction with informative content provided by platform to enhance earnings through deliveries (74%)

• Knowledge acquisition: 74% average score

  • Confidence during customer and restaurant interactions (75%)
  • Awareness of financial literacy programs organized by platform (75%)

• Health and safety: 73.3% average score

  • Ease of reporting accidents or incidents (89%)
  • Perception regarding safety of delivery as a form of work (87%)
  • Effectiveness of road safety awareness content provided by Zomato (80%)

• Financial inclusion and social security: 73% average score

  • Access to savings mechanism facilitated by Zomato (73%)
  • Satisfaction with savings mechanism facilitated by Zomato (73%)

Overall for 2025, Zomato’s Delivery Partner Wellbeing Survey Score stands at 78.3/100.

What does this mean for the future?

Delivery Partner Wellbeing has been core to our business for years. We have launched several initiatives covering different aspects of delivery partner wellbeing including emergency ambulance response systems in 800+ cities, real-time weather notifications, facility for income tax filing, maternity benefits, weather-appropriate and safety-enhancing apparel, etc. Through the wellbeing framework and the first Delivery Partner Wellbeing Survey, we’ve been able to identify which initiatives are successes and the areas that need more focus. This clarity gives us the direction to close key gaps, maintain our strengths and raise the bar for gig worker wellbeing nation-wide.

Explore the full report here.