Driver Score: What You Need to Know
Your driver score is an important tool for understanding your delivery performance, and it will soon play a key role in our order matching systems. Here’s everything you need to know about the score, how it’s calculated, and how it impacts your work.
Where to Find Your Driver Score
Your driver score can be found in the new Performance tab between the Earnings and Settings tabs.
Click "See How Your Score is Calculated" or "Ways to Improve" to see your driver score statistics breakdown.
How Your Driver Score is Calculated
Your Driver Score is based on several factors, reflecting your delivery performance. Below are the key components of the score:
Order Completion Rate: Measures how often you complete orders without cancellations or failures. This accounts for 35% of your score.
On-Time Performance Rate: Tracks how often you complete your deliveries within the expected time. This accounts for 30% of your score (10% for pickups and 20% for drop-offs).
Unassigned Order Rate: Indicates how often you decline or don’t take assigned orders. This accounts for 20% of your score.
Engagement Rate: Reflects how actively you engage with orders, such as responding to offers and completing tasks. This accounts for 15% of your score.
Excluding Orders from the Score
We understand that not every order is equal, and sometimes, the circumstances may be beyond your control. For instance, if you’re assigned an order that was already late, it shouldn't negatively impact your on-time performance. Here's how exclusions work:
Automated Exclusions:
If an order is marked with a "late” tag in the Available Tab (when a stop’s ETA is already past the SLA), it will automatically be excluded from your score.
The system automatically checks if a driver has enough time to meet the SLA at the time of a smart order match, and if not, it marks the order as "unfair" and excludes it from the score.
Manual Exclusions:
The Driver Support Team can manually exclude an order from your score if needed.
Note: If you have any issues with the automated exclusions or feel like they're not excluding orders that they should, contact Lamarr to let him know.
Experience for New Drivers
If you're a new driver, you may notice that your score starts off low until you've completed enough deliveries. Currently, new drivers see an empty score screen until they respond to offers or complete stops. However, we plan to give new drivers a default score of 0.85 soon.
Driver Score and Smart Order Matching
Currently, the Driver Score is not used in our Smart Order Matching system (SOM) as part of the pilot phase. We're evaluating the quality of the scores before fully integrating them into the system. During this phase, we want to ensure the scores are accurate and fair, so they won’t impact the orders you receive just yet. This integration will be completed in the future.
What’s Next for the Driver Score
We’re constantly working on improving the system to make it more transparent and fair. Enhancements like better exclusion logic, adjustments to how new drivers are treated, and the final integration with SOM are all on the way.
If you have any questions or concerns about your score, feel free to Lamarr at lamarr.sullivan@dispatchit.com.