Heaptalk, Jakarta – When many sectors began to decline due to the pandemic, Gojek is trying to keep its partners afloat. About 89% of GoFood MSMEs feel they are adapting faster during an epidemic to continue to survive.
The latest research from the Demographic Institute of the Faculty of Economics and Business, University of Indonesia, stated that in 2019 Gojek’s contribution to the City of Surabaya’s economy using the added value method reached IDR 12.1 trillion.
Various initiatives have been launched to help small, micro, and medium enterprises (MSMEs) in Surabaya adapt to survive the Covid-19 pandemic situation and remain optimistic about future growth.
Through a Virtual Press Conference, experts conveyed the fact related to the theme of Gojek Digital Ecosystems to Support Economic Resilience in the City of Surabaya through Sustainable Contribution. Attended to the event included the Demographic Institute of the Faculty of Business Economics (LD FEB), Dr. Paksi Walandouw, Research Institute of Socio-Economic Development & Lecturer (RISED) Faculty of Economics, Universitas Airlangga, Rumayya Batubara, VP Regional Corporate Affairs Gojek Michael Reza Say moderated by Alfianto Domy Aji as Head of Regional Corporate Affairs Gojek for East Java & Bali Nusra region.
“More than 90% of Gojek’s business partners feel greatly helped by the technology available in the Gojek ecosystem to survive the pandemic,” said Michael Reza Say VP Regional Corporate Affairs Gojek.
He said that besides technology, Gojek also provided non-technology support to help MSMEs’ resilience during a pandemic. Such as delivering various promos and training to MSMEs.
“As a technology company, Gojek also provides non-technology support, such as encouraging increased demand from consumers through promo periods and training for GoFood MSMEs through the GoFood Partner Community (KOMPAG)“, he explained.
Meanwhile, Demographic Institute, Faculty of Business Economics (LD FEB) Dr. Paksi Walandouw, said the digital economy ecosystem’s role is constructive for MSMEs, especially micro-businesses, to survive the pandemic. One of the adaptations is a change in business from a traditional one to a digital one.
“From this research, it also appears that business actors are quite realistic in seeing the long impact of a pandemic. However, they are also optimistic that by being in a digital ecosystem, their businesses can continue to grow in the future, and their income will return to what it was before the pandemic“.
LD’s research shows how GoFood is an economic buffer in the City of Surabaya for those whose income has been affected by the pandemic, exceptionally private, and professional workers. The research found that 69% of GoFood Partners surveyed had only joined during the Covid-19 epidemic (since March 2020). Among these partners, 95% are micro-scale entrepreneurs. Furthermore, 46% of them were entrepreneurs who started their business for the first time.
Gojek through the J3K initiative has involved all elements in the Gojek ecosystem (Driver Partners, GoFood Merchants, including MSMEs and customers) in prioritizing three essential elements, namely Maintain Cleanliness, Health, and Safety to prevent the spread of Covid-19.
GoFood become the most user-friendly delivery app
Recently, GoFood’s food delivery service app won first place globally as the most user-friendly application (User Experience / UX). A good ranking was shown in the global research institute UXalliance, Usaria, and Somia CX, which was published under the title “Delivery Apps in Time of COVID-19: Global Benchmark” on (2/10).
The research results noted that the GoFood application was ranked number one globally in terms of user-friendliness (User Experience / UX) and second-best in the category of customer experience (Customer Experience / CX) during the Covid-19 pandemic.
GoFood’s ranking is highest among 46 global apps of this kind from 17 countries. Under GoFood, include UberEats, Walmart, Swiggy, and Zomato.
Of all the apps rated, GoFood received a score of 97% in the user-friendliness (UX) category, a score of 84% in customer experience (CX), and a perfect score of 100% for the usefulness rank. Research emphasizes that GoFood is considered very useful during the COVID-19 pandemic.
UXalliance, a global network of 25 User Experience (UX) consulting companies globally, stated that the research aims to understand how Covid-19 affects the user experience of applications and services and identify the keys to the success of various applications in the world adapting during the pandemic.
The research was carried out on 47 daily shopping delivery applications and food delivery in 17 countries in Europe, America, Africa, Asia, and Australia.
“Following the spirit of GoFood, #LebiHepi, we pour a journey for a pleasant experience, starting from users exploring culinary in the application, ordering, to receiving food from driver-partners“, said Gojek Group Chief Food Officer, Catherine Hindra Sutjahyo, responding to the research results. An official statement.
Moreover, he said, during the COVID-19 pandemic, his party continues to find ways so that GoFood services can support users to adapt. At the same time, it also creates more benefits for partners in the Gojek ecosystem.
“One of our main efforts is to develop technological innovation and make it a solution for today’s society’s priorities, namely in terms of health, safety, and hygiene“, he explained. He expressed his gratitude and appreciation for collaborating with driver-partners and business partners as a vital part of the GoFood ecosystem.
“Their roles and existence are one of the triggers for us to continue to innovate so that our partners can not only survive, but remain superior and progress together during this pandemic“, he said.
Diana Trujillo, UX Consultant, Usaria, the research leader, explained that delivery applications have an essential role in a time of pandemic and social restrictions, especially for life in urban areas.
“Therefore, we want to find out how these applications are helping (or not helping) the lives of their users. In this research, we assess how 47 delivery applications worldwide are adapting to the COVID-19 pandemic, how they convey these changes to users, and how they look after clients, businesses, driver partners, suppliers, and everyone involved in it. The ecosystem“, he explained.
“It fits for the Gojek team to feel very proud of the results of their hard work, and we hope that Gojek can continue to create better experiences and more meaningful solutions for its users“, Ketut Sulistyawati, Ph.D., Director of Somia Customer Experience, which is part of UXalliance in Indonesia, added.
