The Excellence Score was created to evaluate the reputation of a courier as an independent professional based on different criteria, such as customers ratings, orders delivered during high-demand hours established by Partners, and other variables that are detailed in the next section.
The scoring system was designed to determine in which order couriers can access hours in the platform. It is a way for Partners and users to evaluate couriers, to boost their reputation, and give them first access to slots in the calendar.
In light of that, a courier’s Excellence Score grants them access to book slots in a descending order, from high to low.
Until recently, the Excellence Score was a number between 1 and 100, and couriers needed to have delivered 50 orders for it to be calculated.
The previous formula considered 3 groups of variables- Partners (high-demand hours and Partner ratings)
- Customer ratings
- Platform behaviour (efficiency and seniority)
However, feedback from Partners suggested that this system was inefficient and unreliable for scoring couriers. Couriers were stuck with the same score, regardless of the improvement in their levels of service.
Recently, as per the requirements from Partners and couriers, the formula has been redesigned in order to better reflect the changes in the parameters, and the results from couriers’ improved service when delivering orders. From now on, the Excellence Score will consist of a number between 0 and 5, and will be readjusted according to the parameters that are detailed below. Every parameter has a different weight that varies depending on the city, according to the different needs of Partners and users.
The upgraded formula, apart from changing the scale of the score and the scoring system, is also more sensitive to change and better reflects how professional the courier’s service is perceived by the different parties involved with the platform.
