10-minute delivery comes from store density, not speeding riders: Zomato CEO after nationwide strike

Zomato co-founder and CEO Deepinder Goyal recently addressed concerns surrounding gig work after a nationwide strike called by gig workers’ unions on December 31 to collectively press for rights, welfare and dignity.

10-minute delivery model ensures efficient deliveries

Addressing concerns over food delivery operations, Goyal responded to questions on X (formerly Twitter) about late delivery penalties, insurance for gig workers, traffic rule violations, and career progression.

Goyal clarified that the company’s ten-minute delivery model depends on the density of stores near customers’ homes, not on how fast delivery partners complete orders. 

“Our 10-minute delivery promise is enabled by the density of stores around your homes. It’s not enabled by asking delivery partners to drive fast.”

Delivery partners are not shown the promised delivery time on their apps and do not operate under countdown timers. Once an order is placed on Blinkit, it is picked and packed in about 2.5 minutes, after which the rider typically travels less than two kilometres in eight minutes, at an average speed of roughly 15 kmph.

“I understand why everybody thinks why 10 minutes must be risking lives.” He assured users that the system is designed for safe, efficient deliveries.

Even when stores are within a 2-kilometre radius, delivery partners prioritise safety over speed, he said.

Traffic violations not incentivised

Responding to complaints about traffic violations, he said that delivery partners are not incentivised to break rules. He added that their visibility in uniforms often makes their actions more noticeable compared to ordinary commuters.

“..when someone without a uniform breaks traffic rules, you usually don’t remember it later, becauseyou don’t have a brand/platform to attribute it to.”

Gig work not intended to be long-term career

He confirmed that all delivery partners receive medical and life insurance. He also emphasised that delivery work is not intended to be a long-term career.

“This is not a permanent job for anyone. Most people do this for a few months in a year and then move on to something more permanent,” he said.

Anyone with a valid driving licence and a clear background check is eligible to work as a delivery partner.

Goyal also dismissed claims of worker exploitation circulating on social media and clarified that no late delivery penalties exist, even for delays of 3 to 5 minutes. 

He revealed that the annual attrition rate among delivery partners is around 65%, highlighting the temporary nature of gig work.

Further, the CEO added that many partners choose platform work willingly and often prefer it to traditional employment. He urged critics to speak directly with riders to understand their perspective, “You will be humbled by how rational and honest they will be with you.”

Food deliveries surged despite strike

The strike on New Year’s Eve had little to no impact on operations during one of the busiest nights of the year, according to company statements from Swiggy, Zomato and magicpin. Zomato was one of the food delivery platforms which reported a massive surge in orders despite the strike.

The Zomato CEO stated that most Zomato and Blinkit delivery partners did not participate in the strike. However, he noted that a tiny minority (0.1%) of miscreants caused trouble by “illegally snatching parcels from those who wanted to work, beating them up, and threatening to damage their bikes.”

Goyal clarified that these individuals were mostly terminated for repeated abuse and fraud on the platform. They are trying to exploit the system for personal gains, supported by politically motivated individuals seeking media attention, he said.