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Join the Quality Hero program on GrabFood and stand out as a top restaurant! As a Quality Hero merchant, you’ll receive a special badge pinned to your restaurant listing and a Quality Picks feed card on the Grab App homepage that will direct customers to browse an exclusive list of Quality Hero merchants. This helps you attract customers who prioritise quality when choosing where to order from.

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You will have to meet both the eligibility criteria and evaluation criteria to become a Quality Hero merchant and enjoy benefits.

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To participate in the program, your store has to meet these eligibility criteria:

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Store completion score above 70%
Zero safety incidents and ongoing investigations
Lifetime ratings of more than 4.0 stars, with minimum 10 ratings

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Once you have met the eligibility criteria, you will then be able to track your performance against the evaluation criteria on a monthly basis.

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To be eligible for incentives for a given month, your store has to meet these evaluation criteria:

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At least 20 orders and above
Avoidable cancellation rate less than 1%
Order delay rate less than 27%
Fewer than 1% orders with missing/wrong Items
Store offline rate less than 5%
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Monitor your eligibility and progress on the GrabMerchant app homepage View real-time progress for all metrics

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The assessment period for the Quality Hero program will happen monthly, from the first to the last date each month. This means that you will have to maintain your performance on all the metrics above for the entire month before qualifying for incentives. If you qualify, you will receive incentives from the first to second week of the following month, for the entire duration of the month.

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Frequently Asked Questions

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How can I be a part of the Quality Hero program?

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All GrabFood merchants can join the program. Simply track your performance against the monthly targets. Merchants who meet the criteria for each metric will be eligible for additional benefits.

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How do I know if I qualify for the Quality Hero incentives?

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You can monitor your progress in the Today’s Highlight section of the GrabMerchant app homepage. This section updates daily to show how you're performing against each criterion.

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I can’t see the program on my GrabMerchant app.

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The program is only available to GrabFood merchants and visible to Store Owner and Manager accounts. If you’re using a Cashier account, you won’t be able to see program details. Also, ensure your app is updated to the latest version.

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I have met all criteria but haven’t received my incentives.

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To qualify for the badge and feed card, merchants must meet and maintain all program goals for the entire month. Incentives are awarded by the first week of the following month. For example, if you meet the goals in March, the incentives will be applied by the second week of April. You can view the program page to identify whether or not you qualified at the end of every month.

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How can I review my past month’s performance?

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You can view your past month's performance by tapping the history clock icon on the top right of the program page.

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One of my performance metrics is wrong. I would like to make an appeal for my metric performance.

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Store Completion Score, Number of Orders, Avoidable Cancellations, or Store Offline %: no appeal available.
Safety Incidents: appeal in the GrabMerchant app under Feedback > Incident tab.
Ratings: appeal in the GrabMerchant app under Feedback > Ratings and reviews tab.
Number of MIssing/Wrong Item Complaints: appeal in the GrabMerchant app under Feedback > Incident tab.
Order Delay Rate: no appeal available.

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It will take 4 working days for us to review your appeal. Once your appeal has been finalized, it will take up to 1 day to reflect in the GrabMerchant app.

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I met all criteria last month but was removed from the incentives before the month ended. Why?

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This may happen if a safety incident was reported during the month, affecting your eligibility for incentives.

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