How and why am I offered specific orders?

You’re online and you can see other riders on the road. But you’re offered an order – 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 hungry 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 plans the orders for each rider who is online, based on their live location and the estimated time it will take a rider to travel to the restaurant.

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?

Frequently Asked Questions

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. In free login zones, you can use Pulse to see how busy we are at any time. While you’re online, it’s also a good idea to travel towards the centre of the zone, as that’s where most restaurants tend to be.

While there isn’t a set maximum, the average delivery distance from the restaurant to the customer is around one kilometre.

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.