Snapp’s Super Application annual report

In the year 2023, due to disruptions in internet and telecommunications networks, it was a challenging year for the startup ecosystem in Iran, especially for small startups and home-based businesses that relied heavily on active social networks. Many of them were forced to shut down their operations. In the midst of all these difficulties, the year came to an end, and we reached the annual report season for companies like Snapp and our performance within that group.

this report translated by Iran digital economy annotation. This report represents a year of effort by Snapp to better respond to the demands of its users and demonstrate our commitment to transparency in the Iranian startup ecosystem. The report builds on previous data-driven reports, aiming to provide a partial picture of the Iranian tech ecosystem and serve as a basis for analysis by both macro and micro-level experts in this field. It covers various aspects of Snapp, from its position in the digital economy to its presence in different markets with over 60 million active users in 278 cities, big and small.

In this report, alongside our performance in the past year, we also look towards the future. Hoping that the opportunities and potential for growth and success will be available to all of us.

Human resource

Over the past 9 years, in sync with the growth and development of Snapp, new career paths were created, leading to a substantial increase in the employed workforce. Currently, 561,600 creative and dedicated individuals contribute to the growth and expansion of Snapp. The Human Resources team endeavors to develop various strategies to ensure the preservation and retention of this diverse talent pool.

Continual review and improvements in development, evaluation, and performance metrics have been crucial areas of focus for the Human Resources department in the past year. Leveraging technological tools and data-driven solutions, HR has worked to align its activities with advancements in technology.

Additionally, following the unfortunate loss of a colleague, the HR team took on a significant responsibility to provide support during these challenging times. In this report, we present an overview of their efforts and accomplishments.

• The total number of employees in Snapp group companies = 6561 individuals
• The percentage of employee growth compared to 2022 (Persian year 2022) = 14%
• The net increase in the number of employees across all companies in the Snapp group= 846 employee
• The percentage of female and male employees = 41.62 women and 58.38 men
• The total number of operational employees is 3,744 people.
• The total number of non-operational employees is 1,712 people.
• The total number of technology employees is 1,105 people.

The Snapp group companies have over 150 capable managers and specialists who are responsible for attracting, developing, and retaining the valuable human assets of Snapp. The Human Resources department of the Snapp central team provides diverse services, including recruitment, compensation and benefits, human resource development, internal communications, employer branding, safety and HSE programs, and workplace services, tailored to the needs of Snapp group companies.

In the Central team, we strive to design and implement programs at the group level that address common challenges faced by all Snapp companies. Human resources are one of the essential pillars of any organization for ensuring sustainable growth and development, and with the help of our HR colleagues in the Snapp group companies, we endeavor to foster a dynamic and learning-oriented culture.

We cherish the new and shared culture here, and together, we work towards achieving our goals.

The Human Resources team of the Snapp Central group:

• Number of employees = 86 people
• The net increase in the number of employees is 18 people
• The percentage of female and male employees:
• Female: 45%
• Male: 55%
• Number of women managers and executives: 9 people
• Youngest colleague Shadi Sharahi: 24 years old
• The average age of employees: 33 years
• The number of employee emigration outside the country in the year 2023: 2 people

Snapp Khodro Human resource:

• Number of employees = 2436 people
• The net increase in the number of employees= 573 people
• The percentage of female and male employees:
• Female: 40%
• Male: 60%
• Number of women managers and executives: 45 people
• Youngest colleague Setareh Mozayan: 18 years old
• The average age of employees: 29 years
• The number of employee emigration outside the country in the year 2023: 96 people

Snapp Box Human resource:

• Number of employees = 408 people
• The net increase in the number of employees= 36 people
• The percentage of female and male employees:
• Female: 50.5%
• Male: 49.5%
• Number of women managers and executives: 9 people
• Youngest colleague Hengameh Fasihi: 18 years old
• The average age of employees: 27 years
• The number of employee emigration outside the country in the year 2023: 12 people

Snapp food Human resource:

• Number of employees = 1500 people
• The percentage of female and male employees:
• Female: 52%
• Male: 48%
• Number of women managers and executives: 40 people
• Youngest colleague Ehsan Alihoseini: 19 years old
• The average age of employees: 29 years
• The number of employee emigration outside the country in the year 2023: 24 people

Snapp supermarket Human resource:

• Number of employees = 974 people
• The net increase in the number of employees= 15 people
• The percentage of female and male employees:
• Female: 39%
• Male: 61%
• Number of women managers and executives: 18 people
• Youngest colleague Pouria Ranjbar: 18 years old
• The average age of employees: 28 years
• The number of employee emigration outside the country in the year 2023: 12 people

Snapp Pay Human resource:

• Number of employees = 187 people
• The net increase in the number of employees= 86 people
• The percentage of female and male employees:
• Female: 61%
• Male: 39%
• Number of women managers and executives: 9 people
• Youngest colleague Samin Zareyian: 19 years old
• The average age of employees: 29 years
• The number of employee emigration outside the country in the year 2023: 6 people

Snapp Trip Human resource:

• Number of employees = 230 people
• The net increase in the number of employees= 22 people
• The percentage of female and male employees:
• Female: 55%
• Male: 45%
• Number of women managers and executives: 16 people
• Youngest colleague Haniyeh Ferasat: 19 years old
• The average age of employees: 30.6 years
• The number of employee emigration outside the country in the year 2023: 6 people

Snapp Doctor Human resource:

• Number of employees = 90 people
• The net increase in the number of employees= 15 people
• The percentage of female and male employees:
• Female: 47%
• Male: 53%
• Number of women managers and executives: 7 people
• Youngest colleague Arsalan Nikpour – Diba Khoshbin : 19 years old
• The average age of employees: 28 years
• The number of employee emigration outside the country in the year 2023: 1 people

Snapp Super App; A product for all needs

After four years, Snapp Super App has transformed into a more integrated ecosystem within the Iranian tech ecosystem. The aim of creating a Super App is to simplify people’s lives by providing various services on a single platform. With the current diversity of Snapp services, we are getting closer to this goal. From ride-hailing and package delivery to tourism, medical services, healthcare, clothing, household items, and ordering from restaurants, cafes, and supermarkets, all can be accessed through one application with various payment options, including cash and installments.

In the year 2023, the development of services, features, and improvements to better serve all segments of society was one of the primary objectives of Snapp Super App. Simultaneously, Snapp remained committed to providing quality and reliable services to its loyal customers.

Super Apps are built based on the repetitive needs of users, and their development model is tailored to the desires and demands of the market. One of the reasons for the popularity and growth of Super Apps is their business and market-oriented development approach, as it allows for studying individual user behavior and collective trends simultaneously. On an individual level, we can observe the behavior of a single user within the Super App’s scope, and with access to a vast amount of data from other users, we can design better and more accurate development strategies.

• Total number of Super App users: 62,394,971 users
• Percentage of growth of users compared to the previous year = 19.6%
• The number of times users have opened the Snapp Super app in the past year = 4,231,811,883 times
• Web application = 571,790,329 times
• IOS = 82,103,567 times
• Android = 3,577,917,987 times
• The average number of times drivers have opened the Snapp application daily = 11,594,005 times

Snapp Super App Services:

• Human transportation with car
• Courier
• Motorcycle transportation
• Truck
• Moving Services
• Driver registration
• Food
• Flight
• Train
• Bus
• Hotel
• Shop
• Drugstore
• Doctor and medical consult
• Credit service
• More discount supermarket
• Fast delivery supermarket
• 5 Snapp services with the highest growth rate
• Super market
• Moving Services
• Train
• Shop
• International flights

Four popular services that had a significant impact on the year 2023

• Human transportation = 27,675,587
• Food services = 4,174,651
• Super market = 2,049,225
• Doctor and medical consult = 550,824

In a super application like Snapp, the coherence of strategies is crucial for the development and empowerment of different stakeholders to align with the vital interests. We are striving to cultivate an ecosystem in which various stakeholders and businesses can grow and prosper independently while sharing a unified vision for development and growth. Despite the diverse nature of these stakeholders within the super app, over the past three years, we have made more focused efforts to create and share this common vision to facilitate greater growth for all businesses and demonstrate that when individual and collective strengths converge, limitless possibilities are generated within the super app. The integration of innovation, efficiency, and sustainable development will guide Snapp in achieving significant accomplishments.

Social Responsibility; a step towards a better life

In the past year, Snapp took action in the field of social responsibility that it had previously committed to. Snapp, as the main pillar of Snapp Club’s philanthropy, has endeavored to have an effective and responsible presence, providing exemptions from commission fees for drivers with special conditions and offering discounts for various occasions and special events. Together with its drivers, Snapp takes steps towards a better life. The level of drivers’ participation and the discounts and exemptions provided are among the data presented in this report, which can serve as a model for other companies and organizations to illustrate the potential of social responsibility initiatives.

Snapp Club Philanthropy:

• The total participation of users in 9 philanthropic projects of Snapp Club in the year 2023= 958,421 times
• Snapp pays 4000 Tomans (Iranian currency) to the desired charity for every 2000 points of driver’s participation in Snapp Club philanthropy.

These are various philanthropic projects supported by Snapp:

• Supporting Shelter less Children
• Support for Women Affected by Violence
• Water Purification in Sistan and Baluchestan Province
• Provision of rehabilitation and medical equipment for children with disabilities
• Supporting the employment of underprivileged mothers
• Establishment of an online counseling center for individuals with autism
• Equipping Homes in Delgan County
• Special Dental Center for Malnourished Children
• Provision of medical treatment expenses for underprivileged children with special needs at the hospital
• The total amount paid to charities in the year 2023 (Solar Hijri calendar) = 3,833,684,000 Toman

Social Responsibilities in Snapp’s Product Department:

Accessibility of Snapp Car application for people with disabilities: In the past year, Snapp Car made its application accessible for people with disabilities with the aim of creating equal opportunities for all. Additional features were added to the Snapp Car application to facilitate access for disabled passengers and drivers, allowing them more opportunities for social participation.

Accessibility of Passenger Application:

• Identification of the type of disability for passenger users in the user profile page.
• Disabling phone calls for deaf passenger users.
• Displaying the type of disability for passenger users to driver users on the trip information page

Accessibility of the Driver Application:

• Ability to specify the type of disability for driver users in the user profile.
• Disabling phone calls for deaf driver users.
• Providing training on interacting with people with disabilities for driver users.
• The number of trips taken by disabled driver users in the year 2023 was 1,251,484 trips.
• The number of trips taken by disabled passenger users in the year 2023 was 78,095 trips.

Snapp Club: Loyalty Club

With the users’ positive response to the Snapp Super App’s loyalty club section, the Snapp Club team, in collaboration with various business partners, provided more diverse discounts and offers to give users greater flexibility in using their points. Snapp Club, with 150,000 daily transactions in the year 2023, offered discounts not only for super app services but also for educational courses, streaming platforms for films and series, restaurant purchases, shopping, and cafes.

• The total points received from Snapp Club users amounted to 350,867,408,731 points
• the total points redeemed by users amounted to 219,476,871,963 points.
• The total number of received codes from Snapp Club was 40,953,568 codes.
• Among these, 39% of the discounts were for SnappCar rides.
• 15% of the discounts were for package and delivery services.
• 21% were for food.
• 1% were for stores.
• 6% were for trips.
• 3% were for medical and counseling services.
• 15% were for supermarkets.

SnappCar: The Pioneer in Transportation

Snapp’s car service has become an integral part of the transportation system in Iran and, after 9 years of operation, with the support and trust of its users, it continues to hold over 90% of the market share of internet-based taxi services. In the year 2023, we focused on implementing solutions to improve the application’s performance and services to address any potential service delivery issues. Developing secure travel tools and enhancing app accessibility for different user groups were among the main demands of our car service users, which were accomplished in the past year. In the future, supported by our creative and professional team, we will strive to enhance the quality of trips on this platform.

Records of Snapp’s Trips:

• The record for daily trips on Snapp in one day was 4,132,512 trips.
• The record for monthly trips on Snapp was 105,573,738 trips.
• The annual growth of trips compared to the previous year was 275,015,711 trips, which is equivalent to 33%.
• Total trips completed in the year 2023 amounted to 1,095,116,350 trips.
• Snapp operates in 278 cities, with Tehran having the highest usage, followed by Mashhad and Karaj in second and third place, respectively.
• The total time spent by users on Snapp was 425,164,192 hours.
• The average time for accepting a trip request was 23 seconds.
• The total distance traveled by users with Snapp was 9,694,498,369 kilometers.
• Number of female drivers: 150,567.
• Number of male drivers: 4,379,979.

The total number of Snapp trips canceled in the year 2023 was 626,529,758 trips, with 80% being canceled by passengers and 20% by drivers.

Customer Service Center; the Ever-Present Companion for users

• Total number of CRM team: 882 people
• CRM team have this ability to answer 600 users at the same time
• Total hours of user calls with Snapp support have been 635,423 hours.
• The number of registered complaints in Snapp ride-hailing support was 1,106,779 complaints.

3.5% of these complaints were severe complaints that were resolved through continuous follow-up to ensure passenger satisfaction.

Currently, the members of the Customer Service team are composed of 52% males and 48% females, with 51% of the team members operating in other provinces.

The average monthly income of Snapp drivers

• Full time = 16,000,000 Toman
• Part time = 4,500,000 Toman

SnappCarfix; Self-services at an affordable price

SnappCarfix Club offers Snapp service CarFix for easy access of drivers to various self-services at affordable prices and suitable discounts.

• +120000000000 Toman saving benefit from discounts based on the offers provided
• The number of CarFix service centers is 2600.
• The number of CarFix club members is 2500000 users.
• The number of users using CarFix services is 400000 users.
• Snap-Box: secure and fast in transportation
• Total number of SnappBox trips: +56000000 trips
• The total distance traveled by SnappBox was +400000000 kilometers.
• The annual growth record of SnappBox trips compared to the previous year 26 %
• The daily record of trips in SnappBox
• +333,000 trips
• Number of new users: +3,000,000 users
• Total number of drivers: 570000 drivers (motorcycle, truck, camion)
• The percentage of users who have used SnappBox for sending their goods to their businesses 29%

Moving services

• The total number of floors moved in SnappBox is 266,000 floors (equivalent to 90 times the height of the world’s tallest peak, Mount Everest).
• The total number of heavy items moved in SnappBox is 228439 heavy items
• The percentage of users who have used van trips for sending their goods to their businesses 26%
• Yearly growth record of SnappBox van trips compared to the previous year

SnappFood

• Total number of users: 5000000 users
• The most popular service at SnappFood is bakery with 4.4 point
• The highest-spending user had 551 orders in the year.
• The most-purchasing user had 5119 orders in the year.
• The largest shopping cart in a single order contained 520 items.

Shiva Namati, Senior Strategic Manager of Snappfood said: In the year 1402 AH, Snappfood will focus on providing services throughout Iran and will strive to make its services available in more cities, beyond just restaurants.

Achieving various set goals is not possible without cooperation and solidarity. Therefore, in the strategic team, we try to establish closer communication and a more precise plan to ensure the confidence of all teams in working towards a common goal.

Delivery

• The number of active driver users in Snappfood’s fleet is 13,500 people.
• The fastest Snappfood delivery in the year 2023 took 4 minutes.
• The total distance covered in Snappfood’s fleet was equivalent to 63,436,390 kilometers.

Support:

Distribution of support staff across the country:

• Tehran 52.7%
• Other cities 47.3%
• Average waiting time: 27 seconds
• Total inbound and outbound calls: 8,910,027 calls
• Total support call duration with users: 150,000 hours
• Record of support calls in one day: 12,056 calls
• Percentage of user problems solved automatically: 50%

Product:

Snappfood’s actions for improving user experience:

• Developing online chat for faster customer issue resolution.
• Number of customer issues resolved with this feature: 362,908 cases.
• Enhancing the loading speed of the application and website.

New Features:

• Food Story with the goal of generating content and showcasing restaurants.
• Cash gift feature.
• Adding the capability for stores to advertise.
• Snapp Supermarket; Your Fast and Affordable Basket.
• Daily record of purchased items: 541,019 products
• Total number of sold items: 151,124,884 products
• Product diversity in Snapp Supermarket: +200,000 products
• Highest-value shopping basket: 26,070,000 Toman
• Supplier growth percentage compared to the year 2022 (Solar Hijri calendar): 42%
• User growth percentage compared to the year 2022: 50%
• Geographical distribution of Snapp Supermarket in Iran: 120 cities and 31 province

Delivery:

• Fastest delivery record for a supermarket: 5.7 minutes
• Total distance covered for order deliveries: 27,220,835,827 meters
• Longest distance covered for a single delivery: 36.5 kilometers

User Buying Behavior:

Top purchasing user of the year:

• Number of orders: 1300 orders
• Number of items purchased: 8050 items
• Number of products: 23,613 products
• Total amount spent on purchased items: 288,922,496 Toman

Support:

• Number of support staff: 195 employees
• Average waiting time: 69.1 seconds
• Average response time: 82.7 seconds
• Number of successful incoming calls: 1,759,575
• Percentage of successful incoming calls: 79.2%

SnappPay; Buy now, pay later

• The growth rate of purchases with the credit service: 506%
• The growth rate of users using the credit service: 152%
• Record number of transactions with the credit service: 257,520 orders
• Record number of times a user has used the credit service:
• 86 purchases using the credit service
• 26 times using the installment credit service by one user
• Cheapest and most expensive purchases using installment credit:
• Cheapest: 20,000 Toman
• Most expensive: 14,975,000 Toman
• The growth rate of installment credit service (compared to the first month of activity): 982%
• Average monthly growth in the total amount used (from Tir month to the end of 2023): 65%
• Average monthly growth in the number of orders: 62%
• Number of stores accepting installment credit:
• +350 online stores in 11 different categories
• Implementation of +200 stores in the SnappPay app
• Overall daily clicks on stores on SnappPays homepage:
• 618,126 clicks on the 19th of Esfand (12th month in the Iranian calendar)

Support:

• Number of support staff: 60 employees
• Average response time: 3 minutes and 20 seconds
• Average waiting time: 14 seconds
• Percentage of successful calls: 96.01%
• Total number of successful incoming and outgoing calls: 1,810,000 calls.

SnappBimeh

• Green Users:
• 53% of Snapp users opted for the digital version instead of the paper version of the insurance policy.
• 48% of the users who purchased comprehensive insurance did so for the first time.
• The user with the most insurance policies had 6 insurance policies in a year.
• The furthest city with insurance recipients was Rasak in Sistan and Baluchestan province.

SnapTrip

• Snapp Trip’s sales growth compared to 2021 was 47%.
• Key achievements of Snapp Trip in 2022:
• Growth in international flight ticket sales: 156%
• Growth in bus ticket sales: 88%
• Growth in train ticket sales: 155%
• Growth in international hotel bookings: 99%
• Total number of users: 1,200,000 users.
• The highest-selling season for Snapp Trip in 2022 was autumn.

Snapp Trip’s firsts in 2022:

• Launching the phone sales service.
• Starting the visa service.
• Commencement of CIP sales.
• First tour package sale.
• Flight

Average price of domestic flight tickets in 2021 and 2022:

• 2022: Equivalent to 917,000 Tomans.
• 2021: Equivalent to 760,000 Tomans.
• Average price of international flight tickets in 2021 and 2022:
• 2022: Equivalent to 4,160,000 Tomans.
• 2021: Equivalent to 3,100,000 Tomans.

Bus

Average bus ticket price in 2022 and 2023:

• 2023: Equivalent to 152,000 Tomans.
• 2022: Equivalent to 130,000 Tomans.
• Number of orders: 1,300 orders.
• Number of items purchased: 8,050 items.
• Number of products: 23,613.
• Total amount spent on purchased items: 288,922,496 Tomans.

Hotel:

Number of cities with active hotels:

• Domestic hotels: 180 cities.
• International hotels: 90,577 cities.

Percentage of domestic and international hotel sales:

• Growth in domestic hotel sales: 17%.
• Growth in international hotel sales: 99%.

Average price of domestic hotels in 2022 and 2023:

• 2022: Equivalent to 585,000 Tomans.
• 2023: Equivalent to 1,093,000 Tomans.

Average price of international hotels in 2022 and 2023:

• 2022: Equivalent to 1,217,000 Tomans.
• 2023: Equivalent to 2,228,600 Tomans.

Support:

• Number of support staff: 74 people.
• Total call duration: 29,844 hours, equivalent to 50 months.
• Average waiting time for a response: 38 seconds.
• Percentage of successful calls: 97.3%

SnappDoctor

Number of Snapp Doctor users in 2023:

• 10,000,000 active users.
• Gender ratio of users:
• 33% female users
• 67% male users.

Various services provided by Snapp Doctor:

• Online prescription ordering.
• Sale of beauty and personal care products available in pharmacies.
• Online medical and psychological consultations.
• Online appointment booking for clinics.
• In-home medical and nursing services.
• In-home medical testing services.
• Organizational services, occupational health, and periodic medical tests.

New service introduced by Snapp Doctor:

• Sale of beauty and personal care products available in pharmacies.

Most popular service of Snapp Doctor:

• Pharmacy and beauty products store.

Average age range of Snapp Doctor users:

• 33.8 years old.

Home Services

• In the home services, 64% of the applicants were seeking serum therapy and injections.
• Medical Consultation
• Physicians with subspecialty degrees
• Number of subspecialty physicians registered on Snapp Doctor: 774 physicians
• Number of active subspecialty physicians on Snapp Doctor: 263 doctors
• The most popular request for medical consultation is in the field of women’s health and obstetrics.
• Counseling with Psychologists
• The most common topics for counseling are anxiety and depression.
• Pharmacy
• Fastest drug delivery time: 11 minutes.

Support

• Number of employees: 44
• Average response time: 120 seconds
• Average waiting time: 45 seconds
• Percentage of successful calls: 93%

Introducing the Snap Marketing Team

The Snap Group Marketing Team was established in Iran in 2014 and officially began its activities a year later. The team’s main objectives include fostering collaboration among different departments, providing specialized financial and managerial support, controlling and managing investments and policies to reduce risks and increase the efficiency of Snap Group businesses, as well as ensuring compliance with regulations and laws by the group’s companies. Currently, the Snap Group Marketing Team consists of three main departments: Human Resources, Finance, and Legal, with 86 skilled and active professionals.

The Financial Department of Snap Group Marketing Team

The Financial Department of Snap Group is responsible for providing support, consultation, control, and supervision over all financial aspects of the companies within the group, with a team of over 150 financial and accounting experts.

The services of the Financial Department of Snap Group

Internal Audit and Assurance Team: Providing consultancy services and ensuring compliance with business processes to enhance efficiency.

ERP Team: Implementing and supporting integrated solutions with secure and authorized access to accurate, timely, and reliable data for organizational resource planning and automated business processes.

Tax and Insurance Affairs Team: Formulating tax strategies for the group and ensuring precise adherence to tax and insurance regulations in the country.

Accounting Team: Providing accounting services to newly established companies and group entities’ shared resources.

Financial Reporting Team: Preparing, presenting, and interpreting financial reports to facilitate more accurate decision-making for stakeholders, performance evaluation, and budgeting.

Treasury Team: Managing and formulating financial procurement strategies and attracting capital for group companies, interacting with creditors, investors, domestic and foreign financial institutions, and ensuring compliance with relevant laws and regulations.

The Legal Department of Group Snapp.

The Legal Department of Snapp Group, along with legal teams based in various companies within the Group, consists of 20 lawyers and legal experts. This department aims to support the management of Snapp Group and its affiliated companies by assisting them in aligning their strategies with applicable laws and regulations and resolving all legal matters. They provide comprehensive legal guidance to ensure compliance with legal requirements and help the organization in its growth and development.

The most important activities of the central legal department of the Snap Group

• Developing and drafting policies
• Consultation and collaboration for regulatory development
• Drafting and preparing contracts and memorandums of understanding
• Handling all matters related to company establishment and structural changes
• Following up on all legal cases and responding to inquiries and judicial correspondences