Dear Partners,

Super Bowl Sunday has arrived! In an effort to address any concerns you may have, we’re writing to let you know that we’re ready for the big game day. That being said, we have one major note to share: 

On the importance of aligning customer expectations:

During the Super Bowl, we see many of our partners get overwhelmed with the spike in volume and end up getting too backed up to fulfill orders on time. This often results in multiple cancelations. Please ensure you increase your ETAs so that customers have realistic expectations about when they’re going to receive their food, and understand it’s okay to pause ordering on your platforms while you catch up with demand. We want these orders to be delivered fresh and on time — and customers who have their expectations aligned are more likely to be understanding about delays! 

So long as you ensure your team manages customer expectations properly should you experience large surges in volume (which is always best handled by having ETAs reflect the increase in volume and wait time / pausing ordering when you have too many orders to fulfill), the day should be a great success! We genuinely look forward to another successful Super Bowl Sunday.

Thank you,
Team Relay