Glovo, a leading global food delivery platform, has unveiled ambitious plans to solidify its presence in Uganda, aiming to expand into new territories within the country. According to Ivy Maingi, Glovo Uganda’s General Manager, the company seeks to enhance its services through technological investments, improving user experience, and forging partnerships with both local and international brands.
Growth Since Launch
Since launching in Uganda in October 2020, Glovo has seen substantial growth, expanding its delivery network beyond Kampala to include Wakiso, Mukono, and other nearby cities. The user base has grown steadily, with over 200 new users joining weekly, driven by effective marketing strategies. Glovo maintains fast delivery times, typically within 15-30 minutes, thanks to a dedicated network of couriers. This growth has also created numerous job opportunities and positively impacted the local economy through partnerships with local stores and businesses.
Challenges and Solutions
Entering a market with established players like Jumia Food posed initial challenges for Glovo. The company focused on building a unique selling proposition (USP) to gain a competitive edge. Adopting the app-based service was another challenge, which Glovo addressed by ensuring user-friendliness and providing customer support. Integrating boda boda riders into the delivery network helped Glovo leverage a familiar and efficient transportation method. Efficient logistics management and partnerships with local businesses have helped maintain timely deliveries despite varying traffic conditions.
Catering to Local Needs
Glovo has adapted its services to meet the specific needs and preferences of Ugandan consumers by partnering with local businesses, offering a wide range of products including groceries, pharmaceuticals, and essential items. The user-friendly app and efficient customer service team ensure ease of use and prompt resolution of customer queries. Partnerships with trusted local brands like KFC and Carrefour Supermarket provide users with diverse product options. Customer satisfaction is further enhanced through features like real-time order tracking and various promotions.
Current Focus and Safety Measures
Glovo is focused on strengthening its market presence by providing reliable services and building strong relationships with customers and local businesses. The company emphasizes the safety and well-being of delivery partners and customers, organizing initiatives like a three-day courier week focused on road safety. Glovo aims to create a thriving ecosystem where couriers, partners, and customers benefit from innovative and tech-driven services.
Measuring Customer Satisfaction
Customer satisfaction is measured through post-delivery ratings, satisfaction surveys, and detailed reviews. Glovo uses data analytics to track performance and continually improve services. Ongoing initiatives include training programs for couriers, strict quality control measures with partners, enhanced customer support services, and referral programs to attract new users.
Future Plans
Glovo aspires to be Uganda’s leading on-demand delivery platform by continuously innovating and adapting to market trends. Planned innovations include app interface and backend system improvements, strengthening collaborations with local businesses, and investing in training programs for couriers and local operations teams. Increased use of data analytics will optimize delivery routes and times, improving overall service efficiency.
Contributing to Uganda’s Digital Economy
Glovo aims to drive the growth of Uganda’s digital economy, foster entrepreneurship, and create an inclusive and innovative business environment. By providing a digital platform for local businesses to reach a wider audience, Glovo enables increased sales and visibility. The company promotes digital tool adoption among consumers and businesses, enhances digital literacy, and improves couriers’ skills in customer service, safety, and efficient delivery practices.
