Driver levels is a new feature that ensures top-performing drivers automatically get better conditions (such as subscription cost, number of included rides, and order fee). It’s a tool that motivates drivers to perform better and increases their loyalty to the company.
Driver levels isn’t an obligatory tool: it’s up to you to decide whether to use it or ignore it. To launch the feature for your company, you just need to add at least 2 levels in the ‘Driver levels’ section in MyHub and assign at least one driver to any of the driver plans that are used in the Driver levels.
The Driver levels system gets turned on for a particular driver as soon as this driver has an active driver plan that is associated with a Driver level. In fact, some of your drivers can be assigned to the Driver levels system and others can stay unassigned.
For drivers with the enabled Driver levels, their level is revised at the end of every billing cycle. For example, if a driver plan has a 7-day cycle, driver's performance will be reviewed every 7 days.
However regardless of the actual length of the billing cycle (1/7/30 days), the system will always take into account driver performance data for the past 30 days prior to level revision.
This means that a driver has to be ACTIVE within this 30 day performance period to be moved up/down a level.
At the end of every revision, the driver is either promoted automatically to a higher level with better conditions, stays on the same level, or is downgraded to a lower level as a type of penalty. The revision has the following logic:
If a driver does not meet the eligibility criteria for the next level, the system checks if they meet the criteria for their current level.
If they do not meet the eligibility criteria for their current level, they get downgraded to a previous level.
Drivers get promoted and downgraded across Driver levels subsequently, i.e. they cannot jump over levels.
You can define a minimum of 2 and a maximum of 5 different levels with different conditions. Conditions for each Driver level are derived from an associated driver plan, so you can simply use your existing set of driver plans for your Driver levels system.
The set of eligibility conditions is defined individually for each Driver level. You can flexibly set important criteria for a driver's performance for each level.
For example, you can configure that a driver needs to complete 200 orders with an average rating over 4.5 to get on Level 2 and then have an order cancellation rate below 10% and be active for 20 days during a month to be promoted to Level 3. At least 1 eligibility criterion must be defined for a level to enable it.
There are 5 possible eligibility criteria. You can combine them in any way you like for each Driver level:
Min. days active | The number of days when the driver was online in the app for at least 2 hours in total |
Min. completed rides | The number of successfully completed rides (disregarding paid or unpaid) during the reference period |
Min. ride acceptance rate | A driver’s order acceptance rate at the moment of level revision (defined as ‘not less than’) * |
Max. ride cancellation rate | The number of cancelled trips as a percentage of the total (defined as ‘not more than’, both cancellations by drivers and customers are considered here to prevent possible driver fraud) |
Min. driver rating | Current driver rating by the moment of level revision (defined as ‘not less than’) |
*A driver’s Min. ride acceptance rate is calculated as per the following formula:
Total orders accepted by a driver (completedOrdersCount + cancelledOrdersCount) / Total orders received by a driver (missedOrdersCount (rejected and ignored) + completedOrdersCount + cancelledOrdersCount) * 100%
Min. acceptance rate (%) range is from 0 to 100%.
Missed back-to-back jobs are not calculated in acceptance rate.
Preorders are not calculated in acceptance rate formula (missed, cancelled or processed).
Read up Driver Levels: a step-by-step guide to create and manage for specifics on Driver Levels set-up and operations.