Zomato’s New Customer Data-Sharing Update [2025]: Complete Guide for Restaurant Owners

What Is Zomato’s Customer Data-Sharing Feature?

The Big Change

Zomato has launched a pilot opt-in program that enables restaurants to receive customer phone numbers directly after order placement.

What’s shared:

• Customer phone number (only with explicit consent)

What’s NOT shared (yet):

• Customer name
• Delivery address
• Order history
• Email address
• Payment information

This marks a fundamental shift from Zomato’s previous model, where all customer information was completely masked from restaurants.

How Does the Opt-In Process Work?

Step-by-Step Customer Journey

1. Customer places order → Order confirmed on Zomato app

2. Consent pop-up appears → “Would you like to share your phone number with [Restaurant Name]?”

3. Customer decision:

• Taps “Yes” → Phone number shared with restaurant
• Taps “No” → No information shared

4. Restaurant receives data → If consented, phone number appears in order details

Key Points About Consent

• Completely voluntary, no pressure on customers
• Asked immediately after order placement
• Single opt-in per order (not stored for future orders yet)
• Customer retains full control over their data

Why Did Zomato Introduce This Feature?

1. Addressing a Decade of Restaurant Frustration

Restaurants have consistently argued that food aggregators create a “rented customer base” where:

• You fulfil orders but don’t know your customers
• You can’t build direct relationships
• You remain dependent on the platform
• You lose long-term business value

This update finally allows restaurants to:

• Identify repeat customers
• Build proprietary customer databases
• Reduce platform dependency over time
• Create direct marketing channels

2. Competitive Pressure in the Food-Tech Space

Zomato faces growing competition from:

• Rapido Food (offering better restaurant terms)
• Magicpin (focused on merchant loyalty)
• Direct ordering platforms (commission-free alternatives)
• ONDC (open network threatening aggregator dominance)

Sharing customer data helps Zomato retain restaurant partners who were considering alternatives.

3. Regulatory and Transparency Demands

Food delivery platforms face increasing scrutiny over:

• High commission rates (15-25%)
• Lack of data transparency
• Unfair contract terms
• Restaurant dependency

This move demonstrates Zomato’s willingness to empower restaurant partners and address regulatory concerns proactively.

4. Enabling Data-Driven Restaurant Operations

With customer phone numbers, restaurants can finally analyze:

• Order frequency patterns
• Customer lifetime value
• Repeat vs. one-time customers
• Lapsed customer identification
• Spending behavior trends

What This Update Means for Your Restaurant Business

Immediate Opportunities

Direct Customer Relationships
Stop treating every order as anonymous. Build real connections with diners who love your food.

Valuable Business Intelligence
Understand who orders from you, how often, and what drives repeat business.

Reduced Platform Dependency
Create your own customer base that you can market to directly, without paying commission on every order.

Higher Customer Lifetime Value
One phone number unlocks the ability to drive repeat orders through targeted engagement.

Competitive Advantage
Restaurants that act now will build customer databases while competitors wait.

7 Solid Strategies to Leverage Zomato’s Customer Data

Strategy 1: Build a Centralized Customer Database

DON’T: Store numbers in Excel sheets or phone contacts

DO: Use a proper Restaurant CRM or restaurant loyalty platform

Why it matters:

• Manual spreadsheets don’t scale
• You’ll lose data if not properly backed up
• No way to track customer behavior
• Impossible to run automated campaigns

Action Steps:

1. Choose a restaurant-focused CRM (Reelo, Toast, etc.)
2. Import phone numbers daily from Zomato orders
3. Set up automatic data syncing if possible
4. Create backup protocols for data security
5. Ensure GDPR/data protection compliance

Expected Outcome: Organized customer database ready for marketing within 4 days

Strategy 2: Advanced Customer Segmentation for Maximum ROI

Generic “blast messages” to everyone = low engagement + high unsubscribe rates

Smart Segmentation Framework:

By Order Frequency

• VIP Customers (4+ orders/month): Premium offers, early access
• Regular Customers (2-3 orders/month): Loyalty rewards, birthday specials
• Occasional Customers (1 order/month): Gentle reminders, discovery offers
• One-time Customers: Strong second-order incentives

By Order Value

• High Spenders (₹800+ per order): Exclusive menu items, VIP treatment
• Medium Spenders (₹400-800): Upsell campaigns, combo offers
• Budget Conscious (Under ₹400): Value deals, weekday discounts

By Menu Preferences

• Biryani lovers: New biryani variants, rice dishes
• Health-conscious: Salads, grilled options, sugar-free desserts
• Dessert enthusiasts: Sweet promotions, combo deals
• Beverage buyers: Drink specials, seasonal beverages

By Behavioral Patterns

• Weekend Warriors: Friday evening promos
• Late-night Orderers: Midnight snack offers
• Lunchtime Regulars: Weekday lunch combos
• Weather-dependent: Rainy day comfort food

Pro Tip: Customers in multiple high-value segments should get priority treatment and exclusive perks.

Expected Impact: 3-5x better campaign response rates compared to generic messaging

Strategy 3: Launch a Phone Number-Based Loyalty Program

The #1 reason customers stop ordering: No incentive to return

Loyalty Program Framework:

Points-Based System

• Earn 1 point per ₹10 spent
• 100 points = ₹50 discount
• Points visible via WhatsApp after each order
• Birthday month = 2x points

Tier-Based Rewards

Bronze Tier (0-5 orders)

• 5% discount on the 6th order
• Birthday special

Silver Tier (6-15 orders)

• 10% standing discount
• Free delivery on orders above ₹500
• Priority customer service

Gold Tier (16+ orders)

• 15% standing discount
• Free dessert with every order
• Early access to new menu items
• Dedicated WhatsApp support line

Milestone Rewards

• 3rd order → Free drink
• 10th order → 20% off
• 25th order → Free meal for two
• 50th order → Become a “Founding Member” with lifetime perks

Expected Results: 40-60% increase in repeat order rate within 3 months

Strategy 4: Master WhatsApp Marketing for Restaurants

WhatsApp has 98% open rates vs. 40% for email, making it the most powerful restaurant marketing channel.

Campaign Types That Work

🎉 Welcome Series (Send within 2 hours of first order)

Hi [Name]! 🙌

Thanks for trying [Restaurant Name] today!

We’d love to earn your next visit. Here’s ₹100 off your next order: [CODE]

Valid for 7 days. See you soon!

– Team [Restaurant]

🔄 Re-engagement for Lapsed Customers (30-day inactive)

We miss you! 😢

It’s been a month since your last [Signature Dish].

Come back this week and enjoy 25% OFF + free delivery.

Use code: COMEBACK25

Valid till [Date]

⭐ Post-Order Feedback Request (2 hours after delivery)

Hey! Hope you enjoyed your meal! 😊

Quick question: How was your [Dish Name]?

Reply with:

⭐⭐⭐⭐⭐ (5 stars)

⭐⭐⭐⭐ (4 stars)

⭐⭐⭐ (3 stars)

Your feedback helps us serve you better!

🎂 Birthday/Anniversary Specials

Happy Birthday, [Name]! 🎂🎉

Celebrate with us! Your special gift:

→ Free dessert of your choice

→ 20% off your entire order

Valid today only. Let’s make it special!

🆕 New Menu Launch

JUST LAUNCHED 🚀

[New Dish Name] – our chef’s latest creation!

You’re among the first 50 customers to get:

✅ 30% off this dish

✅ Free side of your choice

Order now before it’s gone!

⚡ Flash Sales (Send during slow hours)

NEXT 2 HOURS ONLY ⏰

40% OFF all orders above ₹500

We’re running a kitchen test for new dishes and need your feedback!

Order by 4 PM: [Link]

Messaging Best Practices:

•  Send between 11 AM – 2 PM and 6 PM – 9 PM (hunger hours)
•  Keep messages under 160 characters when possible
• Always include a clear call-to-action
• Use emojis sparingly (1-3 per message)
• Personalize with customer name/preferences
• Never send more than 2 messages per week
• Avoid promotional messages after 9 PM
• Don’t use ALL CAPS or multiple exclamation marks!!!

Expected Performance:

• Open rate: 90-98%
• Click-through rate: 25-40%
• Conversion rate: 8-15%

Strategy 5: Strategic Campaign Timing for Maximum Orders

The Golden Rule: Right message + Right time = 10x better results

Time-Based Campaign Calendar

• Monday Blues (5 PM)
• Hump Day Special (Wednesday 12 PM)
• Friday Evening (4 PM)
• Sunday Brunch (9 AM)

Weather-Triggered Campaigns

• Rainy Days
• Extreme Heat
• Cold Weather

Event-Based Marketing

• Cricket Match Days
• Festival Seasons
• Payday (1st & 8th)

Behavioral Trigger Campaigns

• 15 days since last order
• Ordered 3 times in 2 weeks
• Always orders on weekends

Expected Impact: 200-300% higher conversion vs. random timing

Strategy 6: Privacy-First Approach That Builds Trust

Reality Check: One spam message = Lost customer + Bad review

Data Privacy Commandments

1. Honor Opt-Ins Religiously

• Only message customers who consented via Zomato
• Keep records of when consent was given
• Never purchase/use third-party phone databases

2. Make Opt-Out Effortless

Every message should include: “Reply STOP to unsubscribe anytime”

Honor opt-outs within 24 hours maximum.

3. Set Messaging Frequency Limits

• Maximum 2 promotional messages per week
• Maximum 1 message per day (including transactional)
• No messages between 9 PM – 9 AM unless urgent

4. Be Transparent About Data Usage: First message should say: “You opted to share your number on Zomato. We’ll send you exclusive offers (max 2/week). Reply STOP to opt out anytime.”

5. Secure Data Storage

• Use encrypted databases
• Restrict staff access to a need-to-know basis
• Never share/sell customer data to third parties
• Regular security audits
• Comply with DPDP Act 2023 (India’s data protection law)

6. Provide Value, Not Spam: Every message should offer:

• Exclusive discount
• Useful information
• Genuine customer appreciation
• Early access to new items

What Happens When You Respect Privacy:

• Higher engagement rates
• Better online reviews
• Increased customer lifetime value
• Protection from legal issues
• Strong brand reputation

Strategy 7: Track, Measure, Optimize (The Growth Loop)

If you’re not measuring, you’re guessing.

Essential Metrics to Track Weekly

Customer Acquisition Metrics

• Opt-in rate from Zomato orders (Target: 30-50%)
• New customers added to database
• Cost per acquired customer

Engagement Metrics

• WhatsApp message open rate (Target: >90%)
• Click-through rate on offers (Target: >25%)
• Response rate to feedback requests (Target: >15%)

Conversion Metrics

• Redemption rate of offers sent (Target: >10%)
• Average order value from campaigns
• Revenue per message sent (Target: ₹50-100)

Retention Metrics

• Repeat order rate (Target: >40% within 30 days)
• Customer lifetime value (Track monthly increase)
• Churn rate (Target: <10% monthly)
• Time between orders (Track decrease)

Campaign Performance

• Best-performing message types
• Optimal sending times
• Top-converting segments
• ROI per campaign (Track >500%)

Industry Reactions & What They Mean for You

Restaurant Owners: Overwhelmingly Positive

What they’re saying:

• “Finally, we can build our own customer base!”
• “This reduces our dependency on platforms”
• “We can compete with aggregators on our own terms”

What it means: First-movers will gain a massive advantage. Start building your database NOW.

Privacy Advocates: Cautiously Optimistic

Concerns raised:

• Potential for spam and misuse
• No clear data deletion policies yet
• Risk of phone numbers being sold

What it means: Restaurants must be extra careful about privacy compliance to avoid backlash and maintain customer trust.

Competing Platforms: Watching Closely 

Expected developments:

• Swiggy is likely to introduce a similar opt-in feature
• Smaller platforms may offer even more data access
• Direct ordering platforms will highlight the “no middleman” advantage

What it means: Customer data access will become standard. Build capabilities now to stay competitive.

Potential Challenges (And How to Avoid Them)

Challenge 1: Low Opt-In Rates

Problem: Only 20-30% of customers share their numbers

Solution:

• You can’t control opt-in rates, but you can maximise value from those who do opt in
• Focus on the quality of engagement over quantity
• 1,000 engaged customers > 10,000 unengaged contacts

Challenge 2: No CRM/Tech Infrastructure

Problem: Can’t manage data manually as the database grows

Solution:

• Start with a restaurant-specific CRM 
• Have a Budget for a proper restaurant marketing platform
• ROI will justify the investment within 2-3 months

Challenge 3: Over-Messaging Leading to Opt-Outs

Problem: Excited restaurants spam customers, causing backlash

Solution:

• Stick to 2 messages per week maximum
• Every message must provide value
• Track unsubscribe rates weekly (red flag if >2%/week)

Challenge 4: Data Sitting Unused

Problem: Collecting numbers but not taking action

Solution:

• Set weekly calendar reminders for campaigns
• Start with just ONE campaign type (e.g., lapsed customer recovery)
• Expand gradually as you see results

Challenge 5: Privacy Compliance Failures

Problem: Inadequate data protection measures

Solution:

• Use secure, compliant platforms only
• Train staff on data privacy
• Implement clear opt-out processes
• Consult a legal expert if handling 10,000+ contacts

How Reelo Helps Restaurants Maximize This Opportunity

Why Generic CRMs Don’t Work for Restaurants

The Restaurant Reality:

• You need food-specific segmentation (dishes, frequency, time)
• Generic email tools miss WhatsApp’s 98% open rates
• You can’t track order-to-revenue attribution easily
• Loyalty programs need seamless integration with POS

What Makes Reelo Different

1. Restaurant-First Customer Intelligence

• Automatic profiling based on order patterns
• Food preference tracking
• Frequency-based segmentation built-in
• Integration with Zomato, Swiggy, and POS systems

2. Autopilot Loyalty Programs

• Points accumulation without manual tracking
• Tier upgrades happen automatically
• Birthday/anniversary triggers are pre-configured
• Redemption tracked to actual revenue

3. WhatsApp Marketing Made Simple

• Pre-built restaurant message templates
• Drag-and-drop campaign builder
• Behavioral triggers (lapsed customer auto-outreach)
• Optimal timing suggestions based on your data

4. Privacy & Compliance Built-In

• Automatic opt-out management
• Consent tracking and documentation
• Encrypted data storage
• DPDP Act 2023 compliant

5. Revenue Attribution You Can Trust

• ROI calculated automatically
• Compare performance across segments
• Know which messages actually drive revenue

Getting Started with Reelo

Week 1: Import your Zomato customer data
Week 2: Set up loyalty program structure
Week 3: Launch first re-engagement campaign
Week 4: Analyze results and scale what works

Expected ROI: 8-15x return on Reelo investment within 90 days

Frequently Asked Questions

Ques: What if customers don’t opt in to share their numbers?
Ans. Focus on maximizing value from those who do opt in. Even a 30% opt-in rate can transform your business if you engage those customers effectively.

Ques: Can I message customers who ordered 6 months ago?
Ans. Only if they opted in at the time of that order. Old consent = valid consent (unless they opt out).

Ques: How many messages per week is too many?
Ans. More than 2 promotional messages per week risks higher unsubscribe rates. Transactional messages (order confirmations) don’t count toward this limit.

Ques: Is WhatsApp Business API mandatory?
Ans. Not initially, but recommended once you exceed 500 customers for automation and compliance features.

Ques: What’s a good opt-in to repeat order conversion rate?
Ans. Target: 40-60% of opted-in customers should place a second order within 30 days with proper engagement.

Ques: Can I share customer numbers with my delivery partners?
Ans. No. Data shared with you is for your restaurant’s use only. Sharing it violates privacy terms.

Ques: Will Swiggy introduce something similar?
Ans. Likely yes, given competitive pressure. Build your database now before the market gets saturated.

Ques: What if a customer opts in but then complains about messages?
Ans. Honor opt-out immediately and apologize. Document the incident to improve your approach.

Final Thoughts: This Is Your Moment

For 10+ years, restaurants have operated in the dark, fulfilling orders for anonymous customers, unable to build relationships or reduce platform dependency.

Zomato’s data-sharing update is a tipping point.

Restaurants that take action now will:

• Build proprietary customer databases worth lakhs
• Create sustainable competitive advantages
• Dramatically improve customer lifetime value
• Reduce aggregator commission burden over time

Restaurants that ignore this opportunity will:

• Continue paying 20%+ commission indefinitely
• Lose customers to competitors with loyalty programs
• Miss the chance to build direct relationships
• Remain dependent on platforms forever

Don’t let this opportunity pass by while you wait for the “perfect moment.” The question isn’t whether to do this, it’s how fast you can get started.

Ready to turn Zomato customer data into a loyalty goldmine? Book a Demo Now!