How to improve your venue rating on Wolt
Practical steps to improve your rating and increase repeat orders.
Overview
- How ratings work
- What impacts your rating most
- Where to find your ratings
- How to improve your rating
- Quick wins you can apply today
- Build consistency over time
Your venue rating reflects how customers experience your items and service. A higher rating builds trust, helps you attract more customers, and helps increase repeat orders.
Most importantly, your rating is driven by things you can control and improve. Even small changes can help lead to better ratings and more loyal customers.
How ratings work
Customers rate their experience on a scale of 1 to 10 after receiving an order.
Your venue rating reflects your items and service
Delivery is rated separately, so your score focuses on what you control
Customers can leave both a numeric rating and a written review
Reviews are especially valuable, they tell you why you received a certain rating.
What impacts your rating most
Focus on areas that matter most to customers:
Item quality and consistency
Order accuracy (missing or incorrect items)
Preparation time and condition on arrival
How issues are handled
Improving these areas will have the biggest impact on your rating.
Where to find your ratings
You can track your performance anytime in the Merchant Portal:
View recent reviews directly on your homepage
Go to the Business Insights → Ratings and Reviews for more information
Make it a habit to check feedback regularly. It’s your fastest way to spot issues early.
How to improve your rating
1. Use feedback to improve your operations
Customer reviews show you where things go wrong and where to focus.
Look for:
Repeated complaints (e.g. missing items, quality issues)
Trends over time
Feedback on specific items
2. Fix issues at the source
Low ratings are usually caused by repeated problems, not one-off mistakes.
Identify the root cause (e.g. packing, preparation time, item quality)
Fix the underlying issue, not just the one order
Monitor if the issues repeats
For example:
If items are often missing → improve your packing process
If items arrive in poor condition → review packaging
If delays are common → adjust preparation times
Fixing the process prevents the problem from happening again and helps improve your venue rating over time.
3. Recover the customer experience
When something goes wrong, how you respond matters.
Use Venue Credit when appropriate to:
Compensate for a poor experience
Encourage customers to return
Reinforce positive experiences
Handled well, even a negative experience can turn into a loyal customer.
💡 Quick tip: Venue Credit lets you reward customers who leave reviews, helping you build long-term relationships and encourage repeat orders. Read more about Venue Credit here.
4. Get the basics right, every time
Strong ratings come from consistently good execution.
1. Order fulfillment
Keep your assortment and opening hours up to date
Disable unavailable items in real time
Confirm orders promptly to avoid cancellations
2. Order accuracy
Double-check every order, including special instructions and modifications
Ensure all items are included before handing over to the courier
Clearly label orders to avoid mix-ups
3. Preparation and handover
Stick to your committed preparation times and prepare orders within the prep time benchmark to avoid late orders
Package items securely so they arrive in good condition
Ensure a smooth, fast pickup experience for couriers
Quick wins you can apply today
Double-check every order before handover
Keep your assortment updated in real time
Set realistic preparation times
Review your latest feedback and fix one recurring issue
Small changes can make an immediate difference.
Build consistency over time
Consistency is what builds strong ratings over time. Review feedback regularly, fix recurring issues, and make small, continuous improvements.
Over time, these actions lead to better ratings, stronger customer trust, and more repeat orders.