How to keep riders happy and productive

Whether it’s ordering a pizza for dinner or the latest gadget through an e-commerce platform or even getting a ride home through the bustling city streets, most Filipinos today know just how important delivery and mototaxi riders are.

From major e-commerce platforms to ride-hailing apps and even small businesses that rely on riders for last-mile deliveries, a rider’s efficiency can make or break how an end consumer sees a business.
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In the competitive and fast-paced delivery and mototaxi landscape, rider engagement and retention are critical to ensuring service quality, reliability, and efficiency. Businesses that depend on riders must implement strategic measures to keep top-performing riders motivated, productive, and loyal.

Here are a few tips to do just that:
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Competitive and transparent compensation structures
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Gig workers, including riders, rely on their additional income streams to navigate rising living costs. While industry advocates continue to push for enhanced labor protections, businesses can take proactive steps by offering fair pay, performance-based incentives, and transparent earnings structures.
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Incentive programs can be particularly effective in maintaining rider engagement. For instance, Deliveroo’s rider bonus program in the UK provides additional earnings for riders who complete deliveries during peak hours, boosting both retention and efficiency. Implementing similar time-based incentive programs can help companies optimize workforce availability during high-demand periods.
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Comprehensive insurance coverage
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Safety is a paramount concern for delivery riders, who face daily risks on the road. Offering bespoke insurance packages can significantly improve rider satisfaction and long-term commitment.

Case in point: UK-based same day delivery business Ryde observed an 80% increase in retention after introducing accident, sickness, and family leave benefits. Providing financial security through tailored insurance policies reinforces a company’s commitment to rider well-being, enhancing loyalty and reducing turnover.

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Streamlined financial transactions
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Access to earnings in real-time is a key consideration for delivery riders, who often need immediate funds for daily expenses, fuel, and essential transactions. Businesses can improve rider satisfaction by integrating seamless financial solutions, such as digital payout systems or easy cash-in options at nearby facilities.

Leveraging services like eTap kiosks, which enable quick cash-ins, bill payments, and remittances, can eliminate financial bottlenecks and support a more efficient workflow. For instance, rider surveys conducted by eTap revealed that nearly two-thirds of riders use GCash as their primary method for remitting their daily earnings, which typically range from ₱1,500 to ₱2,000. This suggests that easy access to financial services, like eTap kiosks, helps riders manage their earnings better, reducing delays and allowing them to complete more deliveries.
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Conclusion: Prioritizing rider well-being for business success
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A motivated and satisfied rider network is crucial for businesses that rely on logistics and delivery services. By implementing fair compensation structures, offering insurance benefits, and simplifying financial transactions, companies can foster long-term rider engagement and optimize operational performance.

Investing in rider well-being not only enhances service reliability but also strengthens brand reputation and customer trust in an increasingly competitive market.
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How does your business keep riders happy? Share in the comments below!

Article by Pancho Dizon
Graphic by Brennan Cahilig

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