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Become a Quality Hero merchant on GrabFood to receive exclusive benefits including access to special campaigns, promotional discounts and a chance to become a #GrabThumbsUp merchant.
 
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The Quality Hero Programme has been upgraded to three tiers: Gold, Silver, and Bronze. This new tier system offers greater benefits to merchants who consistently maintain high service standards.
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To join the Quality Hero Programme  merchants must meet the eligibility criteria. Each tier has different targets and benefits.
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Benefits for each tier in Quality Hero Program
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Criteria requirement for each tier in Quality Hero
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Merchants can monitor their progress on the GrabMerchant app
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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 of 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 week of the following month for the entire duration of that month.
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Frequently Asked Questions

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1. How can I join the Quality Hero Program?\n

This program is available to selected merchants only. If you have any questions or would like more information, please contact your Account Manager (AM). Simply track your performance against the monthly targets. Merchants that meet the criteria for each tier will be eligible for additional benefits.

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2. How do I know which benefits I am eligible for under the Quality Hero Program?\n

You can track your progress in the dedicated Quality Hero section on the GrabMerchant app homepage. This section is updated daily to show your progress against each criteria and target.

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For Owners and Store Managers:

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  • Homepage Nudge: Look for the Quality Hero banner on your homepage
  • Homepage Icon: Find the Quality Hero icon on your homepage
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Tap either option to enter the Quality Hero Program section

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For Cashiers:

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  • Order Manager: Access through the order manager section, Click on the “More” menu and click on \"Insights\" Under the \"operations\" tab, you can view metrics that are Top Service goals.
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3. How can I check my performance for the previous month?\n

You can view your performance history in the top-right corner of the Quality Hero program page.

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4. How is my tier assessed?\n

Tier in the Quality program is assessed based on the results from the previous month. For example, the December results determine the merchant level for January, as well as the benefits you will receive throughout January. You can check the program details page at the end of the month to confirm which tier you are in and which benefits you are eligible for.

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5. What happens if I move down a tier?\n
  • You'll lose access to the benefits of your previous tier.
  • The app will show you exactly what you need to improve to move back up.
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6. What happens if I’m below Bronze Tier?\n

Being below the Bronze tier means your operational standards are below our expectations. Consequences include:

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  • Ineligibility to become #GrabThumbsUps
  • Ineligible to receive Quality Hero promo code
  • Blocked from certain special campaigns
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Focus on improving your metrics to move up to at least Bronze tier to regain access to these benefits.

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7. One of my metric results is incorrect, and I want to appeal the result.\n
  • Store Completion Score, Number of Orders, Avoidable Cancellations, or Store Offline %, Order Delay Rate: These are calculated based on your store transaction data, no appeal is 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.
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We will take 4 business days to review your appeal. Once the result is finalized, it may take up to 1 additional day to notify you through the GrabMerchant app.

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8. Why were my benefits removed before the end of the month even though I met all the criteria last month?\n

This may happen if a safety or serious incident is reported during the month, which affects your eligibility for the benefits.

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9. I am having difficulty reducing my Store Offline Rate and Order Delay Rate.\n

Avoid Pausing your store too often. Instead, turn on Busy Mode.
When your store gets busy, pausing can help you catch up with orders but it also raises your offline Rate. Use Busy Mode to slow new orders so you have the time to clear backlog and avoid delays! This reduces both Order Delay Rate and Offline Rate.

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Edit your Order Preparation Time (OPT) within 3 mins of receiving your order.
If you require more time to prepare an order, edit your OPT upon receiving your order so that the order is not marked delayed. 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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