Baemin Successfully Concludes "Baemin Partners Voice"...Introduces Rider Safe-Number Call Feature

Communication program with participation from merchant partners and experts
Merchant partner committee members propose ideas for service improvements

Baedal Minjok has completed the activities of its consultative body, the "Baemin Partners Voice," which it has been operating to listen to the voices of restaurant owners.

Baedal Minjok has concluded the "Baedal Minjok Partners Voice" initiative, which was established to reflect the voices of merchant partners across its services and policies. At the closing ceremony held on the 9th, participating committee members are taking a commemorative photo. Photo by Baedal Minjok

Woowa Brothers, the operator of Baemin, announced on the 11th that it held a closing ceremony for the Baemin Partners Voice activities and shared the results of reflecting on-site feedback in its policies and services.

Baemin Partners Voice is a participatory communication program created so that Baemin and its merchant partners (store owners) can exchange opinions and reflect them across services and policies. It was launched to strengthen trust with partners and to jointly promote the healthy growth of the restaurant industry.

Baemin Partners Voice was run with a total of 16 members, consisting of 4 expert committee members from academia, associations, and the restaurant industry, and 12 partner committee members who are merchant owners selected through an open recruitment process.

Starting with an inauguration ceremony in August last year, a total of four regular offline meetings were held from September to December. The regular meetings covered topics such as delivery quality and customer service centers, store onboarding and advertising, store operation and management, and partner support (communication, channels, and training).

The partner committee members proposed improvement ideas based on their on-site experience. Among these, 9 ideas have already been implemented in the service, and 24 are currently under review and improvement.

One of the key examples of items discussed in Baemin Partners Voice that led to functional improvements is the rider safe-number call feature introduced at the end of October last year. This reflected on-site feedback that partners wanted to communicate quickly with riders when problems occurred during delivery.

Reflecting partners' opinions that they wanted to understand advertising performance more clearly, the "Store Performance" section within Baemin Self Service was improved so that they can see at a glance the sales volume relative to advertising expenses.

In his remarks, CEO Kim Beomseok said, "I consider the saying 'the answer is always on the front line' to be the most important. Through your voices as partners, we were able to vividly face what we should return to as our original intention and what we should solve first," adding, "I hope that this program will serve as an opportunity for us to move forward into a strong relationship in which we support each other's growth."

Kwon Junghoon, CEO of Namoo-ya Company, who participated as an expert committee member, said, "It was meaningful to be able to discuss together the concerns on the front line that are not visible in the data," and added, "I felt a great sense of fulfillment watching how the voices from the field were actually reflected in policies, and I hope that this kind of forum will continue."

Partner Kim Hyunsik, who runs the restaurant Dugaji Tteokbokki Juanjeom in Incheon, said, "At first, I was skeptical that it might just be a formality, but as the sessions went on, I was impressed by the process of seriously communicating with the working-level staff and creating real changes."

Partner Song Jeongmuk, who runs the cafe Cafe Yangsim in Goyang, Gyeonggi Province, said, "Seeing how our opinions were reflected quickly gave me confidence that our voices are being conveyed in a meaningful way."

Kwon Yongkyu, Head of the Partner Growth Center at Woowa Brothers, said, "Baemin Partners Voice is not a one-off opinion-gathering exercise, but a process of defining problems together and creating solutions," adding, "We will continue to make active efforts so that partners' opinions can lead to real changes."