Dubai, UAE: Careem, the region’s first Super App, has released its trends for the first half of 2021, compiled across all its services, products and business areas. With the global Customer landscape drastically changing as a result of the pandemic, Careem successfully accelerated the launch of a wide range of new services on its app earlier in the year to ensure it could continue to meet its company promise: Making everyday life simple.

While “everyday life” became tougher in 2020, the first half of 2021 saw hope and prosperity reinjected into our region. Careem has analyzed its data across ride-hailing, intercity travel, food delivery, grocery options, bike-sharing, digital payment options, and its delivery service.

In January of 2021, Careem expanded its City to City ride-hailing service, and saw  more than 62,000 Customers in the UAE using this service.

Beyond ride-hailing, as the world adapted to remote working, Customers' needs shifted towards deliveries. Careem saw a spike in the usage of the delivery service for groceries, document deliveries between Colleagues and office supplies.  Some of the top items sent via a Captain this year, have been related to working from home: Laptops, chargers, documents and work bags totalling 4,163 items. A close second was sentimental items such as chocolates, flowers or home cooked food sent between family and friends, with a total of 1,353. The most unusual item sent must surely be a banana boat.

The love for food doesn’t end there, as Careem’s food delivery service surged throughout the year. The most popular restaurant was McDonald’s, with the most popular food item ordered being the chicken nuggets. These orders weren’t all just delivered to the doors of those working from home. The most unusual delivery request of 2021 was: “Please deliver to the beach, I am next to my white Nissan Altima.”

Careem’s Shops offering saw an increase in demands for 2021 as well. The most ordered grocery item being onions, there were definitely some (hopefully happy) tears shed in kitchens across the region this year with a total of 13,000 onions delivered in the month of May alone. May also saw a total of 80,000 litres of water delivered.

This year, Careem has had a strong emphasis on doing good as the team launched everything from a vaccination widget to a partnership with UNICEF to help with COVID-19 relief in India. The vaccination widget saw a total of 212,581 Customers interacting with the widget over a three month period, which had ride-hailing services, details on vaccines being offered, eligibility, timings and locations of vaccination sites. Additionally, Careem partnered with Hala to donate 1 AED for every ride and food order placed over a two week period. This, plus donations directly from Customers,  resulted in a whopping $212,000 donated to India via UNICEF.

Business (Global)

  • We currently have more than 2.5 million users on the Super App
  • We currently see more than 11 million transactions across all markets and products for the Careem App
  • Transaction Split by Vertical:
    • Mobility of People - grew 24% over the past 6 months
    • Mobility of Things - sees more than 700k transactions over the past 6 months
    • Mobility of Money - grew 5x over the past 6 months

Food: (Local)

  • Most popular restaurant: McDonalds
  • Most popular food item: Chicken Nuggets
  • Most unexpected requests: “Please deliver to the beach, I am next to my white Nissan Altima.”
  • Most popular food combination: Main, fries, and a drink
  • Most popular customisation (across markets): Garlic sauce

Shops: (Local)

  • Most ordered item: Onions
  • Most ordered brand: Al maya
  • Most ordered merchant: Lulu Burjuman
  • Fun Fact: Customers ordered 80,000 litres of water in the month of May
  • Fun Fact: Customers ordered 13,000 Onions in the month of May
  • Most “odd item” ordered: A Banana Boat
  • Most ordered item on the weekend: Coca-Cola 300 ml can

Customer Care

  • 30K Customer service queries per day in 2021(Global)
  • 1200+ Care agents working 24X7 from 8 locations
  • One of a kind team of 22 specially abled (visually challenged) Care agents
  • 46+ Social Media pages supported with busiest hours between 4 to 5 PM DXB time
  • 8K Covid related concerns resolved, including sick pay compensations for our Captains (550 Captains applied for and received compensation)
  • 95 out of 100 Customers are very happy with our responses
  • Most unique lost and recovered item: A bag with 900K AED Cash
  • Most frequently lost items: Airpods, Glasses, Keys
  • 12 chatbots in 4 languages and 5 different dialects
  • Most used emojis on Social Media for Careem 156k, 7k,  9k,  5k 

Careem Pay

  • More than 4 Million transactions on Careem Pay
    • P2P: More than 2 Million
    • Mobile Recharge: More than 2 Million
  • Card Top Ups into Careem Pay wallet: Circa 4 Million transactions, $53.6 Million
  • Captain Top Ups (Overpayment): Almost 3 Million  transactions, $1.48b

Loyalty, Rewards & Donations

  • 4,472,896 points have been converted into credit in the Careem Wallet
  • 6,287,365 points have been used for vouchers from Careem or partners
  • Market with most donations made: UAE
  • Most popular cause to donate to: India Covid Fund
  • Funds Raised for 2021: $362k 

RH

  • Shortest trip: 01 km within Karachi
  • Longest trip x - 1020 km (Round Trip with stop in between in Riyadh)
  • More than 62k Customers using the city-to-city service (in the UAE)
  • 300 Captains offer rides for kids with Cybex car seats

Delivery: (Local)

  • Percentage of deliveries that included sending an item to another Careem user
    • Overall split is Send - 79% and Buy - 21%
  • Most unexpected items delivered
    • Bag - 1753 orders
    • Document - 1382 orders
    • Food - 1173 orders
    • Cash - 681 orders
    • Laptop- 619 orders
    • Charger - 409 orders
    • Key - 361 orders
    • Clothes - 171 orders
    • Flowers - 119 orders
    • Chocolate - 61 orders

Careem Express (B2B)

  • Market with the most trips: Egypt (Over 1.2M trips in 2021 till May)
  • Fastest growing market: Qatar +156% growth in trips
  • Most Orders Delivered from: McDonalds
  • Delivery modes split: 16% Vans - 24% Cars - 60% Bikes
  • Unique deliveries: 1354 Mother’s Day Gifts delivered
  • Careem Express Growth in H1 2021 vs H1 2020: + 200%
  • Delivering for more than 400 partners in the region

Careem does 'good': (Local)

  • Vaccination Widget
    • Over 212,581 interacted with the Widget which had details on vaccines being offered, eligibility, timings and locations of vaccination sites between March to May
    • 703 trips were made using the vaccination promo code
  • UNICEF relief in India to bring life-saving oxygen & rapid PCR tests
    • Careem in partnership with Hala donated 1 AED for every ride and food order placed over a 2 week period
    • $212,000 donated by users directly on the SuperApp
  • Ramadan features
    • 15,000 pre-ordered iftar meals
    • 8000 meals donated for the "Eat a plate to fill a plate" program. The program allowed Careem Customers to directly donate a meal to someone in need. With every meal the Customer purchased, Careem’s partner restaurant donated a meal to a child through the “Share the meal foundation”.
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