The Grab product experience in Vietnam is really poor because of a lack of trust between riders/eaters and drivers. They have taken to calling and texting each other to confirm everything all the time.
Is the ride request confirmed? Is the address confirmed? Is the food order confirmed? I’m on my way with the food are you still there? I’m arriving now is it all OK?
This is particularly difficult when you don’t speak the language.
The product even encourages this behavior by giving you pre-canned messages.
I’m not exactly sure how this started, but it feels like some better built-in reputation management/accountability and insurance from Grab when the delivery goes wrong, would go along way to make this all run a little bit more smoothly.