Bolt Boosting Swiggy’s Customer Retention: Food Biz CEO

SUMMARY

As per the company, Bolt’s monthly customer retention rate is 4 to 6 percentage points higher than overall platform average

The 10-minute food delivery segment accounts for 10% of the total orders on Swiggy’s platform, within a year of its launch

Kapoor said that Swiggy’s core focus will remain on introducing more use-cases for customers on the quick food delivery side, and less on increasing geographical footprint

Swiggy’s 10-minute food delivery service, Bolt, is clocking a higher customer retention rate than the foodtech’s overall platform average, said the company’s food marketplace CEO Rohit Kapoor.

As per Swiggy’s recently launched “How India Eats Report 2025”, the 10-minute food delivery segment now accounts for 10% of the total orders on Swiggy’s platform within a year of its launch. The report adds that Bolt’s monthly customer retention rate is 4 to 6 percentage points higher than overall platform average.

Elaborating on this, Kapoor told Inc42 that Bolt is present in more than 500 cities and around 80,000 restaurant partners. Interestingly, the quick food delivery service gets more traction from non-metro cities, he added.

“The share of Bolt orders that we’re getting in non-metros and smaller cities is actually quite high. It shows that probably consumers everywhere are looking for the same kind of choices even if the price point differs,” Kapoor added.

Talking about the future expansion plans for Bolt, Kapoor added that Swiggy might not increase geographical footprint, but the core focus will remain on introducing more use-cases for customers on the quick food delivery segment side.

“I think for Bolt, now there are three things to be done — One is to continue building the market, create more use cases around it, and third is to make the service far more consistent. We will work on strengthening Bolt services in 2026,” said Kapoor.

Swiggy Betting On Portfolio Expansion

From Bolt to recently launched Toing, Swiggy has scaled up its offerings to grab a bigger mindshare in the foodtech segment. After launching Bolt last year, the company recently unveiled the “Toing” app to offer economical meal options to users. The app, which is currently live in select locations in Pune, delivers meals under INR 250.

Commenting about Toing, Kapoor said, “Toing is our experiment in addressing the needs of the consumers. We have been building it for a while now. It has just launched in Pune and two other markets. So we are in very early stages.”

While the foodtech major has been aggressively expanding, it has also been axing its non-performing assets. For instance, Swiggy recently decided to shut its marketplace for professional service platform Pyng, within six months of launching it.

This comes around the same time when ride-hailing major Rapido, too, has rolled out its food delivery platform Ownly. Under the new platform, the company is not charging any delivery fee from the customers. It is rather charging a flat commission fee of INR 25 per order, plus GST, from the food outlets.

Notably, Swiggy used to be on Rapido’s cap table prior to the latter’s entry into the foodtech space.

Meanwhile, on the financial front, Swiggy’s overall net loss widened 74.4% to INR 1,092 Cr in the second quarter (Q2) of the ongoing fiscal year (FY26) from INR 626 Cr in Q2 FY25. Its operating revenue soared 54% to INR 5,561 Cr in the quarter under review from INR 3,601 Cr in the year-ago period.