How to Get More Grab Reviews and Lift Your Rating

To get more reviews on GrabFood, make every order consistent, ask with a short note in the bag, fix a problem in the order chat before it becomes a review, and read every review weekly; Grab's quality programs set the thresholds, such as a 4.0 rating with at least 10 ratings in the Philippines.

Your rating is the first thing a customer sees about you on GrabFood, before your menu, before your photos, before your prices. It sits on your store thumbnail next to the number of ratings. Here is why it matters, what Grab measures, and how to earn more good reviews without tricks.

Why reviews matter on GrabFood

Customers read them. Grab Malaysia reported that 65% of its users rely on reviews before trying a new restaurant (figure from around 2021). Grab also reported in 2023 that sessions where customers read reviews converted 7 percentage points higher.

They decide your quality badges. Grab's merchant quality programs use your rating and your number of ratings as entry criteria. In the Philippines, the Quality Hero program required a rating of at least 4.0 with at least 10 ratings. The higher 5-Star Eats tier (2026) requires 4.5 or more with at least 100 ratings. Grab presents these badges as a source of visibility.

The count matters, not only the average. A 4.7 from 12 ratings and a 4.7 from 400 do not look the same to a customer, and the programs above set minimum counts. More reviews make your rating both more believable and more stable.

1. Make the experience consistent

People rarely review an average meal. They review a meal that was better or worse than they expected. Consistency is what turns satisfied customers into reviewers and keeps bad surprises rare.

Do this: fix recipes, portions and packaging so that a Saturday night order looks like a Tuesday lunch order. Train whoever packs the bags on the same checklist.

2. Ask, simply

Many happy customers never think of rating. A short note in the bag reminds them at the right moment: when they open it.

Do this: add a printed card or a handwritten line: thanks for ordering, and if you enjoyed it, a rating on Grab helps a small restaurant a lot. Keep the ask simple and honest. Do not tie a rating to a reward.

3. Add a human touch

A handwritten thank you, the customer's name on the bag, or a small extra with a regular's order shows that a real person cooked and packed it. It costs little and it is what customers remember when they decide whether to write anything.

4. Fix problems before they become reviews

A missing item or a spilled drink does not have to end as a one-star review. In Singapore, customers can chat with the merchant directly about missing or wrong items, and the merchant has 3 hours to act before the case goes to Grab Support. Grab also tracks missing and incorrect orders in its quality programs, with a target below 1% in the Philippines.

Do this: keep an eye on order chats and issue reports during service, answer fast, apologise once, and fix it: replacement or refund. Then find out why it happened so it does not happen again.

5. Remove the causes of bad reviews

Many bad reviews are not about the food. They are about the wait, a cancelled order, or food that arrived cold or spilled. Grab grades the same things: order delays, avoidable cancellations and missing items.

Do this: set a preparation time that matches your real kitchen, switch items off as soon as they run out, and seal and separate anything that can leak.

6. Read every review, and reply where you can

Reviews are free feedback, sorted by your customers. Grab has looked at taste, portion and packaging as separate dimensions of a rating, and uses summaries of reviews to surface what customers mention most.

Do this: once a week, read every new review in the Feedback section of the GrabMerchant app. Note the complaints that repeat: those are the ones costing you stars. Where your market allows replies, thank people for good reviews and answer bad ones calmly: acknowledge the problem, say what you changed, invite them back. Grab has said merchants can reply to reviews, but this may not be available in every market or account. In Singapore, the in-app AI Assistant can also help analyse reviews.

Questions people ask

Keep reading: Reduce Cancellations on Grab · 10 GrabFood Mistakes · How the GrabFood Algorithm Works

Sources

9 sources, each claim traceable to one

• Inside Grab, Merchants are reading reviews to get feedback (Aug 2023, updated Feb 2025): www.grab.com/inside-grab/stories/grab-food-delivery-reviews-ratings
• Grab MY, Store reviews can help grow your business (undated, references 2021): merchant.grab.com/en-my/guides/default/store-reviews-can-help-grow-your-business-heres-how
• Grab PH, About Quality Hero Program (404 in Oct 2026; criteria from earlier capture): merchant.grab.com/en-ph/guides/ensure-safety-quality/about-quality-hero-program
• Grab PH, GrabFood 5-Star Eats (2026): merchant.grab.com/en-ph/guides/ensure-safety-quality/grabfood-5-star-eats
• Grab SG, Resolve order issues directly with your consumers: merchant.grab.com/en-sg/blog/resolve-order-issues-directly-with-your-consumers
• Grab SG, Top tips to keep consumers coming back: merchant.grab.com/en-sg/blog/top-tips-to-keep-consumers-coming-back
• Grab Engineering, Automated merchant review summary system: engineering.grab.com/automated-merchant-review-summary-system-with-integrated-feedback
• Grab PH, Code of Conduct: Merchant (updated 14 Jul 2026): www.grab.com/ph/terms-policies/code-of-conduct-merchant
• Apple App Store, GrabMerchant SG reviews (anecdote on reply access): apps.apple.com/sg/app/grabmerchant/id1282271764