Glovo’s Strategic Expansion in Uganda: Aiming to Lead the On-Demand Delivery Market

Global food delivery platform, Glovo, has unveiled an ambitious plan to strengthen its presence in Uganda, aiming to expand its reach across the country.

“Glovo aims to solidify its presence in Uganda by providing comprehensive and reliable services, investing in technology to improve the user experience, and expanding our business collaborations with both local and international brands,” stated Ivy Maingi, Glovo Uganda General Manager, in an interview with Nile Post.

Interview Highlights:

Growth Since Launch:

Since your launch in Uganda in 2020, how has the user base and delivery network grown?

Since our launch in October 2020, Glovo has experienced significant growth, expanding its delivery network from Kampala to include Wakiso, Mukono, and other nearby cities. We have seen a steady increase in our user base, with over 200 new users joining weekly, driven by tailored marketing strategies. We maintain fast delivery times, with orders typically arriving within 15-30 minutes, thanks to our dedicated couriers.

Economic Impact:

Glovo Uganda has created numerous job opportunities and significantly impacted the local economy by partnering with many local stores and businesses, which have expanded their workforce to meet increased demand.

Challenges Faced:

Entering a market with established players like Jumia Food posed challenges, but we focused on building our unique selling proposition (USP) to gain a competitive edge. Adoption of the app-based service was another challenge, which we addressed by making our app user-friendly and providing customer support. Integrating boda boda riders into our delivery network and implementing efficient logistics management helped us ensure timely deliveries despite traffic conditions.

Catering to Ugandan Consumers and Businesses:

We have adapted our services to meet the specific needs of Ugandan consumers by partnering with local businesses, offering access to local foods, groceries, pharmaceuticals, and other essential items. Our user-friendly app and efficient customer service team ensure a seamless experience. Partnerships with trusted local brands like KFC and Carrefour Supermarket enhance our offerings.

Current Focus Areas:

Glovo aims to strengthen its presence in Uganda by building strong relationships with customers and local businesses, creating more partnerships, and focusing on customer satisfaction.

Safety and Well-being:

We prioritize the safety and well-being of our delivery partners and customers. Initiatives like the three-day Courier Week focus on road safety and ensure couriers are well-equipped to navigate Kampala’s streets safely.

Measuring Customer Satisfaction:

We measure customer satisfaction through post-delivery ratings, customer satisfaction surveys, and detailed reviews, utilizing data analytics to track performance. Continuous training programs for couriers, strict quality control measures, enhanced customer support services, and referral programs are some of our ongoing initiatives to improve customer satisfaction.

Future Plans:

Glovo aims to become the leading on-demand delivery platform in Uganda by investing in technology, improving the user experience, and expanding collaborations with local and international brands. Planned innovations include app and system improvements, strengthened collaborations with local businesses, and extensive training programs for couriers and operations teams. We also plan to optimize delivery routes and times using data analytics to enhance service efficiency.

Contribution to the Ugandan Digital Economy:

Glovo aims to drive the growth of the Ugandan digital economy, foster entrepreneurship, and create an inclusive and innovative business environment. By providing a digital platform for local businesses and promoting the adoption of digital tools, we help businesses reach a wider audience, increasing their sales and visibility. We also promote digital literacy and enhance couriers’ skills in customer service, safety, and efficient delivery practices.