The Excellence Score was created to assess couriers’ reputation. It is based on various criteria, such as customer ratings, orders delivered during peak times defined by Partners, and other variables, detailed in the next section.
The system is designed to determine the order in which couriers will be able to access timetables for booking slots on the platform. It’s a way for partners and users to rate couriers, improve their reputation and give them prior access to schedules on the calendar.
As such, the courier’s Excellence Score grants access to the schedule in descending order, from highest to lowest
It consider the number of negative and positive reviews that the courier receives from customers. The difference is divided by the number of orders the courier delivered.
For example, one negative rating out of 10 orders is worse than one negative rating out of 100 orders. This applies only if the negative rating is not due to partners mistakes (e.g. missing item). In such cases, the Excellence Score won’t be affected.
It measures the total number of orders delivered by the courier in the last 28 days in which they had a slot at least 1 time.
It measures how often a couriers fails to check in for a reserved slot. Keep in mind that if you book a slot and do not show up, you’re taking the opportunity from other couriers who could have been connected during this time.
High demand slots
It measures how many high demand slots the courier has been connected to compared to the total number of high demand slots available in the city. High demand slots are marked with a diamond in the calendar.
Couriers can freely book and unbook slots in their calendar. The reliability rate asseses how often a courier connects during the times they have booked. It does not include times that are unbooked 24 hours or more in advance.
Couriers can accept and reject orders coming in. The Excellence Score considers the number of accepted and rejected orders from the couries. The difference is divided by the number of orders the courier has been offered with.
The Excellence Score is sensitive to changes in courier behavior and reflects the perception that the various parties involved in the system have of the professionalism with which couriers perform the service.
The Excellence Score is based on the services of a courier in the last 28 days with at least one appointment scheduled. In this way, the 28 days can occur in a row or over a longer period, depending on the number of days the courier used the app during that time.
This means that couriers can connect whenever they want and that it is no longer necessary to freeze the account when the courier decides to stop using the app for a while. Simply don’t schedule hours in this period.
The parameters consider the number of orders, the scheduled times and the hours of usage of the app actually made. From now on, the parameters will be calculated based on the quantity of orders, the scheduled slots and the hours of usage of the app actually made.
Recent connections carry more weight than older connections
The equation is designed so that recent relay usage of the app have greater weight than the usage that occurred at the beginning of the 28-day period.
New couriers earn points after 7 days of usage of the app. The services of new couriers start to get points after a period of 7 days in which they have scheduled at least one time. The score will be available for consultation in the app on the 8th day.
The Excellence Score is based on multiple factors, including how often you decide to connect during High Demand slots informed by partners. The system adds up the orders you have taken during High Demand hours over the last 28 days.
Keep in mind that it is when you accept the order that matters, not when you finish it. This means that, if you accept an order during a high demand slot, but finish it after the high demand slot ends, it will still count. If you accept an order before a high demand slot, but finish it once a high demand slot has started, this won’t count.
No, your excellence score keep the same during the period you don’t decide to connect. Once you come back, your score is calcuated based on the last 28 days of usage of the app that you’ve had before you left and set. What can happen is that your Excellence Score might increase or decrease if other couriers have improved or gotten worse.