Starting May 1, 2022, restaurants that partner with Yandex Food can reply directly to customer reviews, receive daily sales summaries through the messaging channels, and choose how often they receive payments for orders.
In 2021, restaurant partners highlighted direct customer communication as one of their top needs from Yandex Food, underscoring the value of closer connection with diners.
One executive noted the change as highly practical. A restaurant partner that processes thousands of reviews each month welcomed the update, explaining that feedback from guests who used Yandex Food is now easier to address. Previously, direct contact with customers required intervention from Yandex Food support. Now, establishments can respond to each comment, address concerns, or thank diners for positive experiences, helping to resolve issues more swiftly and personally.
With the new features, restaurants can engage with customers who leave feedback about an order through the app or via email. This capability helps rebuild trust after a first encounter that may not have gone smoothly and can encourage repeat orders. The platform’s prior policy confined direct communication to the support team, but the new tools empower venues to manage conversations themselves.
The update also reflects how restaurants are accustomed to delivering memorable in-person service in their dining rooms—soliciting feedback, building personal rapport, and reacting quickly. The delivery service component, however, has historically posed challenges for direct customer interaction. The improved messaging flow now makes it simpler to document and respond to both positive and negative reviews, enabling timely corrections and showcasing a more responsive service to diners, which many operators view as a major benefit.
Among partner networks, more than half are small businesses. They will be able to try the new services at a reduced rate of one ruble per month through year-end, while other restaurants can pilot the features for a limited period. In addition, the system will allow daily payment settlements for orders, helping venues close cash gaps and move funds quickly to cover supplier needs. Restaurants working with Yandex Food can also opt for a dedicated account manager who can quickly answer questions and help optimize the platform to boost visibility and performance.
Independent research from a reputable audit firm and an industry federation has highlighted the broader impact of delivery aggregators on the dining sector. The studies indicate that aggregators attract new customers and expand reach for many operators, reinforcing the trend that online ordering and delivery are reshaping restaurant marketing and operations across markets, including North America and beyond. The emphasis remains on how direct consumer engagement, efficient payment flows, and reliable support contribute to sustained growth for restaurant partners in a competitive landscape.