Zomato's Goyal Defends 10-Minute Delivery Promise, Blames Location Density Over Driver Speed

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Zomato Founder Deepinder Goyal has responded to growing concerns over the company's 10-minute delivery promise, saying it's not about asking drivers to speed. Speaking on X, Goyal explained that the quick delivery is made possible by the high density of stores in customers' areas, rather than drivers' driving habits. In a New Year's Eve update, Goyal revealed that Zomato and its quick-commerce arm Blinkit had delivered at a record pace, despite a massive strike by gig workers demanding better pay and working conditions. The strike, held on December 31, was sparked by growing concerns over the treatment of gig workers. Goyal emphasized that delivery partners do not have a timer on their app to pressure them to meet the 10-minute deadline. He gave an example of how Blinkit processes orders, saying that once an order is placed, it is picked and packed within 2.5 minutes, and the rider drives an average of under two kilometers in around eight minutes. In response to criticism that the 10-minute delivery promise puts drivers at risk, Goyal encouraged users to ask their rider partners why they choose to work on the platform. He believes that many gig workers prefer platform work over regular jobs due to the flexibility and autonomy it offers. While acknowledging that no system is perfect, Goyal assured that Zomato is committed to making improvements. However, he believes that the current portrayal of gig workers being exploited is an oversimplification of the complex system in place.