How and why am I offered specific orders?

You’re online. You can see other riders on the road too. You’re offered an order – but why?

Meet Frank!

Frank is our super smart algorithm that decides which rider to offer which order.

We want to deliver great food to our customers’ home or workplace in the most efficient and reliable way.

To make this possible, our team is constantly updating our specialist technology, to ensure the best delivery solution.

Frank is made up of machine-learning technology, which predicts the timings of every order. The timing for every single order is different, depending on factors such as

– The specific dish that is being prepared
– The location of the restaurant
– The time of day and the day of the week
– The number of riders on the road
– How many live customer orders there are
– The distance from the restaurant to the customer

Frank then offers the order to each rider who is online, based on their live location and the estimated time it will take a rider to travel to the restaurant. When possible Frank makes sure that riders will be a few minutes before pick-up time in the restaurant to learn if pick-up time can be decreased.

At certain times and places, different vehicles may be given delivery priority – for example, if there’s a longer delivery distance a scooter is more suited to the order.

It’s constantly working behind the scenes, reassessing and planning orders to make sure order assignments are as efficient as possible. It aims to offer you the order at the right time so that you arrive at the restaurant as close as possible to the order collection time. It’s always one step ahead, working to become more and more accurate to make the Deliveroo experience the best it can be for everyone. It’s designed to help:

– Riders make more deliveries and therefore more money.
– Restaurants prepare more orders, more efficiently.
– Customers receive quality food quicker.

Why did we choose the name Frank?

FAQs

Frank is designed to create the best overall delivery solution. It offers orders to riders based on their live location and the estimated travel time to the restaurant.

At certain times and places, different vehicles may be given delivery priority – for example, if there’s a longer delivery distance a scooter is more suited to the order.



Customer demand varies from time to time, and from zone to zone. In booking zones, our system can accurately predict customer demand and the number of riders needed in any given place and at any given time. This is something we’re always working to improve.

For the best experience, remember to ride with us during our busiest times, such as lunchtimes and dinner times.



This is different for every order!

When we’re really busy, we ensure customers will get their order quicker by reducing the area from which they can place orders. Of course, this means that trips for riders will be quicker and it will be easier to complete more deliveries.