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Join the Top Service program on GrabFood and stand out as a top restaurant! 

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Top and Good Service merchants can be identified by badges on the consumer app

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General programme overview

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What is the Top Service programme?\n

Top Service is Grab's programme designed to reward merchants who provide high-quality service to consumers. By maintaining excellent operational standards and service quality, your business will grow on Grab through increased visibility, recognition and exclusive benefits.

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Top Service was previously known as Quality Hero Programme.

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What has changed from the previous Quality Hero programme to the new Top Service programme?\n

Major changes include:

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How does the Top Service programme work?\n

Merchants who meet the monthly goals are awarded according to their tier achievements. The programme has 4 different progressive tiers which lets you move towards higher quality every month. Merchants who meet criteria will be eligible for exclusive badges, being featured in 5 Star Eats collections, showcasing your top performance and stand out to consumers who look for top rated and reliable merchants in their area. With tiers, you will also get additional rewards when your status moves up or is maintained above a certain threshold as a distinct mark of operational excellence and value to Grab.

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What are the different tiers in Top Service programme?\n

There are 4 tiers based on your service quality and performance:

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How is my tier determined?\n

Your tier is determined by your performance in the previous month. For example, your performance in December determines your tier placement in January, and subsequently the rewards that you will receive in Jan. 

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What criteria do I need to meet for each tier?\n
 

Tier 3

Tier 2

Tier 1

Store Completion Score (1 - 100)

50

70

80

Lifetime Rating Score (0 - 5)

 

4

4.5

Lifetime Rating Count

 

10

100

Total Completed Orders (Monthly)

1

20

100

Total Safety Incidents (Monthly)

0

0

0

Avoidable Cancellation Rate (%)

1.50%

1.0%

0.5%

MIWI Rate (%)

2.5%

1.0%

0.8%

Store Offline Rate (%)

30.0%

5.0%

2.0%

Order Delay Rate (%)

25.0%

20.0%

8.0%

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What benefits do I get for each tier?\n

You will get perks for achieving Tiers 1 to 3, but will receive penalties for falling below Tier 3.

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Tier 1 (Top Service):

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Tier 2 (Good Service):

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Tier 3 (Basic):

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Tier 4 (Poor Quality):

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When does the new Top Service programme start?\n

Singapore’s Top Service programme launches on 6 April 2026.

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What happens to my existing Quality Hero status under the new Top Service Programme?\n

Starting 6 April, you'll be evaluated under the new Tiered criteria. Your April performance will then determine the new service status you receive in May. Until then, if your store qualifies still, the Quality Hero badge will remain on your store card.

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Frequently Asked Questions

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Rewards and Incentives 

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1. How do ad credits rewards work?\n

There are two types of ad credit rewards:

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You will see your tier results, metrics, and locked incentives in the first month. You will start receiving actual benefits (ad credits, badges, etc.) from the second month onwards.

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2. How will the Top Service badge help me get more orders?\n

The badge increases consumer trust and makes your store more visible:

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Access and Viewing

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1. Where do I refer to on the GrabMerchant app to see if I qualify for incentives?\n

There are multiple ways to access Top Service programme:

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For Owners and Store Managers:

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Tap either option to enter the Top Service programme section

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For Cashiers:

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2. Where can I see my progress towards the next tier?\n

Go to your Homepage and tap on the MQP nudge. You'll see your current tier and progress toward each metric. Swipe to view aspirational tier targets. Tap on individual metrics to see detailed breakdowns and tips.

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3. Does participating in Top Service programme cost anything?\n

No, Top Service programme participation is completely free. You're automatically enrolled, and there are no fees to participate or receive benefits.

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4. Can I opt out of Top Service programme?\n

No, Top Service programme is a platform-wide programme that applies to all merchants. However, the programme is designed to help you grow your business by improving service quality.

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Troubleshooting

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1. Why isn't my badge showing up on my profile?\n

Common reasons:

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

To qualify for the badge, Merchants must meet and maintain all programme goals for the entire month. Badges 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 first week of April. You can view the programme 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 programme page.

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3. One of my performance metrics is wrong. I would like to make an appeal for my metric performance.\n
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Common Questions on Improving your Tier

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1. I am having difficulty reducing my Store Offline Rate and Order Delay Rate to meet the Top Service criteria.\n

Avoid Pausing your store too often. Instead, turn on Busy Mode.

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When your store gets busy, pausing can help you catch up with the influx of orders. However, this also raises your Offline Rate – the time your store was paused compared to your overall operating hours.

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Use Busy Mode to slow new orders so you have the time to clear backlog and avoid delays! This reduces both ODR and Offline Rate.

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You can turn on Busy Mode on the Merchant App by navigating to the Orders tab. On the top right of Orders page, tap on the current mode (Normal/ Busy/ Paused) to change your store status. Once selecting 'Busy' you can adjust the preparation time required for every new order that comes in by toggling the '+' or '-' buttons.

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Edit your Order Preparation Time (OPT) within 3 mins of receiving your order.

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If you require more time to prepare an order, promptly edit your OPT upon receiving your order so that the order is not marked delayed – consider the size of the order and how busy your store is and set the time accordingly.

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This will allow you more time to prepare orders when you’re busy, decreasing delayed orders and offline rate because you can avoid pausing your store. You can Edit the OPT of your order by clicking on ‘View order’ and toggling the '+' or '-' buttons to set the time you require to prepare all subsequent incoming orders. By setting OPT accurately a few times, you train the system to auto‑estimate OPT by order size. As its estimates improve, you’ll need fewer manual adjustments.

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I met all criteria last month but my badge was removed 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. Please note that we will only take down the badge if your appeal is rejected, or if it's past the appeal window.

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2. How is Order Delay Rate calculated?\n

The Order Delay Rate tracks how many of your fulfilled orders are completed on time by total number of orders.

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An order is considered on time if:

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If you're experiencing a busy period, you can extend the prep time within the first 3 minutes after receiving the order. This allows you more flexibility to prepare the order on time.

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For more information on Order Delay Rate, please refer to this article.

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3. Why is my order marked as delayed even though I have marked the order as ready?\n

Here’s how the timing works to avoid delays:

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To ensure your orders are not marked as delayed, always prepare the order as soon as it arrives and pass it to the driver promptly.

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5. How is our current Order Prep Time (OPT) set?\n

Order Preparation Time (OPT) is determined using historical data and machine learning models. Machine learning models are used to predict OPT based on historical data (i.e., past order preparation times), cuisine types, order sizes and time of day. Using the Mark Order Ready (MOR) button accurately improves the system's estimation of your OPT. For newly onboarded merchants, OPT is estimated based on merchant details and menu types.

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Tier Changes and Maintenance

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1. What happens if I move down a tier?\n
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2. What happens if I'm in Tier 4?\n

Being in Tier 4 means you have very poor operational hygiene. Consequences include:

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Focus on improving your metrics to move up to Tier 3 and regain access to these benefits.

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3. Can I maintain my tier if I have a bad month?\n

Your tier is recalculated every month based on the previous month's performance. If you have one bad month, you may move down a tier, but you can move back up the following month by improving your metrics.

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