Grubhub is the nation’s leading online food ordering and delivery marketplace that processes over 450,000 daily orders for over 140,000 restaurants. In 2018 alone, Grubhub provided over $5 billion in gross food sales for restaurants.

Morgan Stanley projects that 40% ($220 billion) of total restaurant sales will come from online delivery in 2020.

2020 projections obviously did not take into account the coronavirus (COVID-19) pandemic that has completely changed our world. In an effort to slow the spread of the devastating virus, states across the country are closing non-essential businesses.

Thankfully, restaurant businesses are able to continue to provide drive-thru, take-out and delivery services to feed people during this uncertain time.

With Grubhub, it’s easy for hungry guests to find you when they are ready to order delivery. Although, getting found is only half the battle towards increasing sales. Whether guests actually choose to order from you depends on your reputation.

Your Reputation on Grubhub Drives Sales

Reviews on Grubhub are just as important as they are on top sites like Google, Yelp and Facebook. Guests look at ratings and reviews to decide which restaurants to choose. Restaurants with better ratings will get chosen more often. However, “better” is a relative term, and in this case, it’s relative to your competition.

Your rating on Grubhub must be better than your competition, if you expect guests to choose you more often. To get a better rating than your competition, you must engage with your guests.

Engaging with your guests increases loyalty and allows potential guests to see the high level of service you provide. This encourages your guests to post more positive reviews, which leads to higher ratings, more guests, and increased sales.

This is true on all top sites and is why guest engagement drive sales. As true as this may be, you’re not alone if you feel like it’s a daunting task to engage with your guests on Grubhub, plus all the other top sites. This is a challenge many face, but luckily there is a simple guest engagement solution available, even if you have multiple locations.

A Simple Guest Engagement Solution

Merchant Centric offers a simple solution that allows you to instantly pick any number of competitors and see how you compare on Grubhub and other top sites. This allows you to know what a “better” rating means for each of your restaurant locations.


Once you know your competitive benchmark, it’s time to engage with your guests. This solution makes it easy to reply to your reviews on Grubhub, Google, Yelp, Facebook, TripAdvisor and OpenTable without leaving the platform.


To make replying easier and faster, there is a customizable Reply Library. You can choose from hundreds of replies created for different situations and post with or without edits.


While Grubhub makes it easy for guests to order delivery from you, it also adds an aspect to your guest experience that may be out of your control. This is why monitoring your reputation across all top sites is so important.

Monitoring and engaging with guests is critical to not only continued sales growth, but to protect your restaurant’s reputation.

Regardless of what guest engagement solution you use to manage your reputation on Grubhub and other top sites, it’s crucial that you give your guests the same great service online as you do in your restaurant.

If you are interested in the Merchant Centric guest engagement solution to drive sales, request a demo today.