Baemin Directly Reflects Rider Feedback... Launches 'Voice Lounge'

Building a Rider-Driven Delivery Environment Improvement System

Baedal Minjok is taking steps to improve the delivery environment based on ongoing communication with its riders.

On April 9, Woowa Brothers Youths, the team dedicated to Baedal Minjok’s logistics services, announced the launch of ‘Voice Lounge’—a dedicated channel that continuously receives feedback from Baemin Connect riders and shares the results of improvements.

‘Voice Lounge’ is an interactive communication channel where any Baemin Connect rider can freely share their opinions. It is accessible 24 hours a day through the Baemin Connect application. When a rider submits feedback via Voice Lounge, they can monitor the entire improvement process in the order of ‘submission→review→improvement→sharing’. Woowa Brothers Youths plans to transparently release rider feedback submitted through Voice Lounge, thereby increasing riders’ sense of participation and satisfaction, and continuously enhancing the Baemin Connect service.

During a commemorative YouTube live broadcast for the launch of Voice Lounge, major improvements based on riders’ suggestions were released. The broadcast focused on improvements that were frequently requested and could be implemented quickly. First, the ‘receipt QR pickup’ feature was introduced. Unlike the previous method, which required riders to visually check the order number on the receipt, Baemin developed a QR function prioritizing rider convenience. This took into account survey feedback such as “The numbers are too small to see” and “I’m worried about picking up the wrong order.” Now, by scanning the QR code on the receipt, riders can confirm the order number and complete pickup processing simultaneously.

The ‘Baemin B Mart Convenience and Benefits’ program was also expanded. Woowa Brothers Youths is providing rest areas and seasonal items at B Mart for partner riders’ comfort. In particular, during April, selected B Mart locations will hold a ‘B Mart Drive-Thru Event’ offering drinks and snacks to riders.

The frequently asked ‘Customer Text Request Guide’ was also reintroduced. In consideration of feedback regarding customer text requests after delivery completion, the existing policy was reiterated. Baemin Connect does not provide a separate text messaging function for privacy protection between riders and customers; instead, a notification is automatically sent upon delivery completion. Support is available through the help center if needed.

A representative from Woowa Brothers Youths stated, “Voice Lounge is a dedicated channel for Baemin riders to share and transparently view how their feedback leads to actual service improvements. We will continue to openly share every step from feedback submission to implementation and results, strengthening the structure in which suggestions from our partner riders directly lead to service enhancements.”

This content was produced with the assistance of AI translation services.