Glovo Uganda speaks of ambitious plan to solidify its presence in Uganda

Global food delivery site, Glovo has said it has an ambitious plan to solidify its presence Uganda that will see it conquer new territories in the country.

“Glovo aims to solidify its presence in Uganda by providing comprehensive and reliable services, investing in technology to improve the user experience, and expanding our business collaborations with both local and international brands,” said Glovo Uganda General Manager, Ivy Maingi in an interview with Nile Post.

Since Glovo’s launch in Uganda in 2020, how has the user base and delivery network grown?

Since our launch in Uganda in October 2020, Glovo has achieved significant growth and reached several key milestones.

Glovo has expanded its delivery network from Kampala to include Entebbe with plans to expand to Mukono soon.

We are experiencing remarkable progress with significant weekly growth rate of new users.

We consistently maintain faster delivery times, with orders typically delivered within 40 minutes. The dedicated couriers in our ecosystem have been instrumental in maintaining timely deliveries.

Glovo Uganda has created numerous job opportunities for independent couriers. For example, during the COVID-19 pandemic, many individuals found flexible earning options by signing up on the Glovo platform and delivering customer orders across different parts of Kampala. Additionally, Glovo significantly impacted the local economy by partnering with a large number of local stores and businesses. These stores, in turn, have expanded their employee base to meet the increased demand.

What were the biggest challenges Glovo faced entering the Ugandan market and how did you overcome them?

Glovo faced several challenges when entering the Ugandan market in 2020. We entered the market at a time where several established players were in their prime.

However, as a young brand in Uganda, we focused on building our unique selling proposition (USP), which has now given us a competitive edge. Asides from building our USP, we also invested in extensive community engagement and localized our services to meet the unique needs of the Ugandan market.

There were challenges related to the adoption of the app-based service. We addressed this by ensuring that our app is user-friendly, and easy to navigate. We also put in place an agile customer service team to offer excellent customer support to for new users.

Many Ugandans were accustomed to using traditional methods for deliveries, such as boda bodas (motorbike taxis). Glovo integrated boda boda riders into our delivery network, providing a familiar and efficient means of transport for deliveries.

Ensuring timely deliveries in a city with varying traffic conditions was another significant hurdle. We implemented efficient logistics management and partnered with local businesses to reduce delivery times, aiming for deliveries within 40 minutes.

How has Glovo adapted its services and offerings to cater to the specific needs and preferences of Ugandan consumers and businesses?

Glovo has adapted its services to meet the needs of Ugandan consumers by partnering with local businesses like Carrefour Supermarket and global brands like KFC.

This collaboration provides access to a variety of trusted products and services, including local foods, groceries, pharmaceuticals, and other essential items, all within a single, convenient marketplace.

To suit the diverse needs of our customers, whether your preference is local, global, or both, you can always find everything you need on our platform.

Our user-friendly app and dedicated customer service team ensure easy navigation and prompt responses to customer queries.

We prioritize customer satisfaction through innovative features such as real-time order tracking and tailored promotions.

Can you describe Glovo’s current focus areas in the Ugandan market?

Glovo aims to strengthen its presence in the Ugandan market by providing comprehensive and reliable services and building strong relationships with both customers and local businesses.

We are focused on creating more partnerships with different stakeholders who will positively impact customer satisfaction.

How is Glovo ensuring the safety and well-being of both delivery partners and customers in Uganda?

Glovo strives to create a safe and reliable delivery ecosystem. We recently organized a three-day Courier Week focused on road safety, ensuring couriers are adept at navigating Kampala’s bustling streets safely.

For our customers, we work closely with couriers and partner restaurants to maintain high standards of hygiene and safety in all deliveries.

Our goal is to build a thriving ecosystem where couriers, partners, and customers benefit from our innovative and tech-driven services.

What are Glovo’s long-term plans for the Ugandan market?

Glovo aims to solidify its presence in Uganda by providing comprehensive and reliable services, investing in technology to improve the user experience, and expanding our business collaborations with both local and international brands.

We aspire to be the leading on-demand delivery platform in Uganda by continuously innovating and adapting to market trends.

Ivy Maingi , Glovo Uganda General Manager rewarding one of the Couriers at the recently concluded Courier Week.

Planned innovations include continuous improvements to our app interface and backend systems, strengthening collaborations with local businesses, and investing heavily in training programs for our couriers and local operations teams.

We also plan to increase the use of data analytics to optimize delivery routes and times, thereby improving overall service efficiency.

How does Glovo plan to contribute to the growth of the Ugandan digital economy and entrepreneurship landscape?

Glovo aims to play a significant role in driving the growth of the Ugandan digital economy, fostering entrepreneurship, and creating a more inclusive and innovative business environment.

By providing a digital platform for local businesses to reach a wider audience and partnering with local vendors, we enable these businesses to tap into the growing online consumer base, increasing their sales and visibility.

We promote the adoption of digital tools among consumers and businesses, drive digital literacy, and enhance couriers’ skills in areas such as customer service, safety, and efficient delivery practices.

How do you  measure customer satisfaction in Uganda and what are some ongoing initiatives to improve it?

At Glovo, we measure customer satisfaction through post-delivery ratings, customer satisfaction surveys, and detailed reviews.

We also use data analytics to track performance. Our ongoing initiatives to improve customer satisfaction include continuous training programs for our couriers, implementing strict quality control measures with our partners, enhancing customer support services with quick responses and solutions, and implementing referral programs where existing customers can invite new users to the platform in exchange for rewards.