Zomato Updates Policy, Will Now Share Customer Information with Restaurants

Zomato has consented to share customers' phone numbers with restaurants after obtaining users' approval, which is a victory for the restaurant business, according to the National Restaurant Association of India (NRAI). Zomato and Swiggy, two meal delivery services, have been at odds with the restaurant industry over their refusal to disclose customer data, which the restaurants said was an unfair practice.

Restaurateurs claimed that the move will enable them to identify their patrons and provide a better experience by resolving problems that online aggregator platforms are unable to sufficiently solve. Many restaurant owners have reported that now they can intervene if there is an issue with the order or if they wish to double-check certain order details with customers.

No Direct Calling to Restaurants Till Now

Although customers can currently call restaurants, restaurants are unable to get in touch with their patrons directly. Restaurants claim that in order to know who is ordering, how frequently they order, and what kind of cuisine they enjoy, they must have access to customer information. They contend that this enables businesses to deliver offers or promotions that align with the interests of their customers and more effectively spend their marketing budget.

They think that having direct access to clients is crucial to establishing enduring relationships. However, the food aggregators claimed that prior attempts to exchange consumer data resulted in unfavourable comments from customers who were concerned about spam and information exploitation. This time, according to a story in The Economic Times, Zomato and NRAI, which represents half a million eateries nationwide, say the data exchange will have explicit boundaries and only take place with user approval.

Rapido Also Joins the Bandwagon

There are more businesses using this strategy than Zomato. Ownly, Rapido's recently launched meal delivery service has already partnered with NRAI to exchange client data with eateries. According to the report, NRAI has started similar discussions with Swiggy, suggesting that other platforms might soon follow suit. The online meal delivery industry is expected to generate $54.97 billion in revenue by 2025, according to Statista. By 2030, revenue is anticipated to expand at a 13.26% compound annual growth rate (CAGR 2025–2030), with a predicted market volume of $102.43 billion. By 2030, 363.4 million people are anticipated to be using food delivery services. In 2025, 20.2% of consumers will be using food delivery services.