Zomato speaks out, says its ads were well-intentioned but misinterpreted

Breaking its silence over the outrage sparked by its recent  ‘Har Customer Hai Star’ advertisements that are shown thanking its delivery partners, food delivery platform Zomato has said the ads were well-intentioned but were misinterpreted by some people.

Netizens had called out the ads, saying these were in sharp contrast to how the food delivery app allegedly exploited its gig workers.

Zomato released a statement on Twitter saying, “Since there are always two sides to a story, we would love to present our point of view. These ads were conceptualised six months ago (long before any social media chatter around gig worker payouts/working conditions), and were shot two months ago. We shot these ads with the following goals in mind:

*Make delivery partners the hero of the ad

*Highlight that we should talk respectfully to deliver partners

*Raise the level of dignity associated with a delivery partner’s job

*Demonstrate the pride which most of our delivery partners serve our customers with

*Last but not the least reiterate that every customer is a star for us and no less than Hrithik or Katrina

We believe that our ads are well-intentioned, but we were unfortunately misinterpreted by some people.”

“As a company, we have always acknowledged whenever we’ve come short, and we understand that you expect better from us,” Zomato’s post on Twitter said.

The app said it is had already been actively working on the gig workers and all the problems associated with its economy.

The Zomato’s statement:

The other side of the story... pic.twitter.com/hNRj6TpK1X

— zomato (@zomato) August 30, 2021

In its quarterly report to shareholders, Zomato said the Net Promoter Score, a measure for loyalty and satisfaction, of delivery partners had increased from -10% to 28% and that it continues to be on the up.

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