The Top Service program automatically recognises GrabFood merchants who deliver excellent service and operational quality. Previously known as the Quality Hero merchant, it is now known as Top Service merchant.
\nBased on your monthly performance, your store may receive a badge and enjoy selected program benefits.
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To access this program, open the GrabMerchant App:
\n- Owners and Store Managers can access it from the homepage > Top Service tile.
- Cashiers can access it through Order Manager > Become a Top Service store.
How it works
\nMerchants who meet the monthly criteria may receive rewards based on their tier. These rewards may include badges, added visibility such as featured placement in 5 Star-Eats collections, and additional benefits for moving up or maintaining a higher tier.
\nThere are 4 tiers based on your service quality and performance:
\n- Tier 1 (Top Service): Exceptional quality and service for consumers.
- Tier 2 (Good Service): Consistent and reliable service that delivers a great consumer experience.
- Tier 3 (Basic): Meets the minimum service standards needed to provide a quality consumer experience.
- Tier 4 (Poor Quality): Does not meet Grab’s minimum service and operational standards.
GrabFood merchants are automatically enrolled in the program. Your tier is determined by your performance in the previous month. For example, your performance in July determines your tier and rewards for August.
Criteria for each tier
\nRefer to the tier criteria below to better understand the requirements for each tier and identify opportunities to improve your store’s performance.
\n| Criteria | Tier 3 (Basic) | Tier 2 (Good Service) | Tier 1 (Top Service) |
|---|---|---|---|
| Store Completion Score (1 - 100) | 60 | 70 | 90 |
| Lifetime Rating Score (0 - 5) | 0 | 4 | 4.5 |
| Lifetime Rating Count | 0 | 10 | 100 |
| Total Completed Orders (Monthly) | 1 | 30 | 150 |
| Total Safety Incidents (Monthly) | 0 | 0 | 0 |
| Avoidable Cancellation Rate (%) | 15.00% | 1.00% | 1.00% |
| Missing Item Wrong Item Rate (%) | 15.00% | 1.00% | 1.00% |
| Store Offline Rate (%) | 30.00% | 15.00% | 10.00% |
| Order Delay Rate (%) | 30.00% | 20.00% | 10.00% |
Benefits of each tier
\n| Tier | Benefits |
|---|---|
| Tier 1 (Top Service) | Top Service badge on your menu page Access to all Grab program and campaigns |
| Tier 2 (Good Service) | Good Service badge on your menu page Access to all Grab program and campaigns |
| Tier 3 (Basic) | Eligible to participate in Grab program and campaigns |
If your store falls under the Tier 4 (poor quality), you will lose access to selected program and benefits, such as free ad credit program or 5-star program.
Track your performance
\nIn the Top Service tile of the GrabMerchant app, you can track your current tier, monitor your metric progress, view the requirements for the next tier, and get tips to improve.
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Frequently Asked Questions
\nHow will the badge help me get more orders?
\nThe badge helps your store stand out by signalling quality and reliability, making it easier for consumers to identify and choose your store. It may also increase your visibility through special placements such as Best in Service Quality sections.
How do I join?
\nGrabFood merchants are automatically enrolled. Your monthly performance determines your tier. For example, your performance in July determines your tier placement in August, and subsequently the rewards that you will receive in August.
Why is my badge not showing?
\nCommon reasons include:
\n- You may have just reached the tier - badges are awarded based on the previous month's performance.
- Ensure you are checking the consumer-facing view (Grab App).
- If you're in Tier 3 or Tier 4, your store will not have an eater-facing badge.
- Badges are only shown for Top Service and Good Service tiers.
If you are qualified and still do not see it after the new month starts, please raise the issue here.
How can I improve my tier?
\nYou may focus on these key areas:
\n- Reduce cancellations: Avoid cancelling orders - ensure you can fulfill what's on your menu
- Stay online: Keep your store online during operating hours
- Reduce incorrect orders: Double-check orders for missing or wrong items
- Deliver on time: Prepare orders promptly to avoid delays
- Complete your store profile: Ensure all store information is up to date
- Maintain good ratings: Provide excellent service to earn positive consumer reviews
- Increase order volume: Process more orders consistently
What should I do if my tier placement is incorrect?
\nBegin by reviewing your metrics in the Top Service program section to understand your performance. Keep in mind that your tier is based on the previous month’s performance data.
\nIf you would like to raise an inquiry on your tier placement, please reach out to us here.
Does participating in Top Service program cost anything?
\nNo, Top Service program participation is free. You're automatically enrolled, and there are no fees to participate or receive benefits.
Can I opt out of Top Service program?
\nNo, Top Service program is a platform-wide program that applies to GrabFood merchants. The program is designed to help you grow your business by improving service quality.
If you have any inquries or require support, please reach out to us here.