Zomato CEO Deepinder Goyal reverses decision to implement 'Pure veg mode' following criticism.

by Jaswinder Kaur / 20-03-2024 / comments

Zomato's recent introduction of a "Pure Veg mode" delivery service stirred both commendation and criticism within its customer base. CEO Deepinder Goyal revealed this initiative on Tuesday, aimed at accommodating the dietary preferences of pure vegetarian customers. Alongside this service, Zomato also unveiled a dedicated "Pure Veg Fleet" to cater exclusively to those adhering to a vegetarian diet.

Initially, Goyal announced that this fleet would be distinguishable by wearing green jackets, a departure from the standard red attire worn by Zomato's delivery agents. However, following a backlash from some users, Goyal reconsidered this decision. In response to the feedback, he announced that all Zomato delivery riders, both regular and vegetarian fleet members, would continue to wear the familiar red uniform.

Despite dropping the plan for color-coded differentiation, Goyal assured customers that the app would still indicate when orders are being fulfilled by the vegetarian fleet. This compromise aimed to address concerns while maintaining the convenience of identifying dietary-specific orders.

Acknowledging the unintended consequences of the initial rollout, Goyal expressed gratitude for the feedback received. He highlighted the importance of customer input in shaping company decisions, emphasizing Zomato's responsiveness to community concerns.

The decision to backtrack on the green uniform and green delivery boxes was a response to the potential negative impact on customers, including possible conflicts with landlords. Goyal stressed Zomato's commitment to listening to its user base and promptly addressing any issues that arise.

In a late-night statement, Goyal reiterated Zomato's readiness to reverse course if negative social repercussions emerged. Despite this setback, the company's stock saw a modest increase on the stock exchange, indicating continued investor confidence.

Ultimately, the introduction of the "Pure Veg mode" service aimed to cater to a specific segment of customers with dietary restrictions. However, Zomato's responsiveness to feedback underscored its commitment to ensuring a positive experience for all users, regardless of dietary preferences.