Careem, the region’s leading multi-service platform, has released customer and business trends for 2021 with its tours, intercity travel, Careem Bike, food and grocery delivery, Careem Express, and Careem Pay.
The economic recovery has boosted the growth of Careem services in the Middle East, North Africa and Pakistan. The movement of transactions of individuals grew 2.6 times compared to December 2020, while the movement of things and the movement of money grew 2.4 times and twice, respectively. The total number of trips completed in Careem’s 13 marketplaces has reached 109 million. Seven markets recorded more trips than the previous year including the United Arab Emirates where completed trips increased by 28 percent over 2020.
In 2021, one in seven customers in Saudi Arabia used multiple services on the app, with the most popular combination of services being home delivery and food delivery.
Mudassir Sheikha, CEO and Co-Founder of Careem said: “This year we have started to simplify people’s lives in more ways than just seamless transportation. More and more customers are using Careem to meet many different daily needs, proving that the opportunity to simplify people’s lives with the convenience of a single app Great, we are at the beginning of our journey.”
The airports that recorded the largest number of Careem flights in 2021 were Jeddah with 57,000 flights, Karachi with 211,000 flights, and Dubai with 207,000 flights. About 218,000 customers used the city-to-city Careem service, which expanded in early 2021 to include Sharjah, Ajman, Ras Al Khaimah, Fujairah and Al Ain. As for the longest flight recorded in 2021, it covered 1,020 kilometers from Jubail to Riyadh, and back.
In the first quarter of 2021, Careem unveiled a new and disruptive food delivery business model that replaced traditional high-percentage pickup commissions with 0 percent commission, giving restaurants of all sizes fair and transparent pricing to grow profitably. It reduced delivery bills by about 50 percent and increased the number of orders by up to 20 percent at some restaurants.
The number of new restaurant outlets joining Careem in 2021 is up 58% from 2020.
Al Baik Restaurant retained the title of Careem’s most popular restaurant in 2021, and the Saudi chain’s Chicken Nuggets was the most popular meal for the second time in a row. The most popular were the burger with fries and Coca-Cola, and the garlic sauce was the most requested side.
More and more customers are using Careem to meet many different daily needs, proving that the opportunity to simplify people’s lives with the convenience of one app is great, and we are at the beginning of our journey.
Mudassir Sheikha, CEO and Co-founder of Careem
It was the “laziest” market in Pakistan, with one in six food orders located less than a kilometer away. Grocery orders were healthier as most orders came from the fruit and vegetable category. Cat food has sold four times more than dog food, ending the cat-and-dog controversy in 2021.
Al Baik Restaurant retained the title of Careem’s most popular restaurant in 2021, followed by McDonald’s, Al Tazaj and KFC. Al Baik Chicken Nuggets were the most popular meal for the second time in a row. Careem’s last-mile delivery service for businesses saw 150 percent growth in daily deliveries from January to November 2021 with e-commerce growing 250 percent year over year, the fastest growing segment of Careem Express.
Black Friday week was the peak period with daily deliveries exceeding 45,000 per day. With more than 4,000 active captains per day across the UAE, Saudi Arabia and Egypt, Careem Express ensures immediate or same-day delivery to corporate customers, enabling the captain to earn consistently even during off-peak hours.
Careem Pay recorded more than 66 million transactions across six major markets in 2021. Pakistan recorded the highest usage of peer-to-peer payments and mobile recharges, with more than 443,000 transactions. Careem Captains loaded their phones 32.6 million times in 2021, for a total of $1.5 billion.
In 2021, more than 1,200 Careem sponsorship agents across ten locations received an average of 40,650 customer service inquiries per day, with the most common question on social media being: “How do I become a Captain?” Care Agents at Careem are supported by 14 chatbots in three languages and five different dialects. 12,000 COVID-19 related concerns resolved, including Captain Careem’s sick pay compensation. The most unique item that was lost and recovered was a bag worth AED 900,000 in cash, while the most frequently lost items were sunglasses, keys and cell phones.
In 2021, Careem customers donated $370,000 to social causes via the Careem Rewards program with the highest donations coming from the UAE, Saudi Arabia and Jordan. The highest donation amount went to the “Share the Meal” campaign of the World Food Programme.