This article covers opening Operations Quality, what each of its five tabs measures, how to compare stores, store groups and menu items against each other, and what to check when a chart comes up empty.
This article covers DoorDash orders only. Operations Quality doesn't report on your other review platforms or sales channels — for customer reviews, see Finding, filtering and browsing reviews.
What Operations Quality covers
Operations Quality is organized into five tabs. The filters at the top of the page apply to whichever tab you're on.
Tab | What it shows | Use it to |
Overview | Summary cards for order accuracy, cancellations, wait time and downtime | Get a quick read on how the business is performing |
Order accuracy | Order volume, missing or incorrect item rate, error charges, daypart patterns and item breakdowns | Find the stores or menu items behind missing or incorrect item issues |
Cancellations | Avoidable cancellations, sales lost, all cancellations and daypart patterns | Understand cancellation trends across stores and store groups |
Wait time | Avoidable wait, average Dasher wait, trend charts, daypart patterns and store comparisons | Find when and where Dashers are waiting longer |
Downtime | Downtime rate and downtime comparisons across stores and store groups | Find stores spending more time unavailable on DoorDash |
Who can see Operations Quality
Operations Quality is reporting, so Viewers can use all of it — there's no separate permission to grant. What limits what someone sees is store access: you only get data for the stores assigned to you. If a store you expect is missing from the filters, check your store access rather than your permissions. See Managing users, permissions and store access.
Opening Operations Quality
In the left sidebar, click Operations Quality.
Set the filters at the top of the page: - Date range — the period you want to review. - Store groups — one or more store groups. - Stores — one or more individual stores.
Read the Overview cards.
Click View details on a card, or select a tab at the top of the page, to dig into one metric.
Reading the Overview cards
The Overview tab gives you one card per operations area, so you can see all four at once before choosing which to investigate.
Card | What it covers |
Order accuracy | Orders reported with missing or incorrect items, and the error charges tied to them |
Cancellations | Orders canceled for reasons related to store operations, and all canceled orders |
Wait time | Time Dashers spend waiting at your store, including the portion considered avoidable |
Downtime | Time your store is unavailable on DoorDash during its expected operating hours |
Each card can show up to four things:
Element | What it means |
Current value | Performance for the date range and filters you've set |
Change | How the metric moved compared with the previous period of the same length |
Goal indicator | Whether the current value meets the goal shown on the card |
View details | Opens the full tab for that metric |
Comparing stores, store groups and items
Every metric tab has a Performance breakdown section, which is where you find out which locations are driving the number on the Overview card.
Open Order accuracy, Cancellations, Wait time or Downtime.
In Performance breakdown, choose Stores or Store groups.
Use the search bar to find a specific store or group.
Click a column header to sort the table by that column.
Click a row to open the detail page for that store or group.
The Order accuracy tab adds a third option, Items, which compares individual menu items. Clicking an item row opens the item detail panel rather than a full page.
Order accuracy
The Order accuracy tab covers missing or incorrect item issues — referred to as M/I throughout the tab.
Metric | What it means |
Order volume | Number of orders in the selected date range |
Missing or incorrect rate | Percentage of those orders with a missing or incorrect item issue |
M/I error charges | Missing or incorrect item charges associated with the selected orders |
The Missing or incorrect rate by dayparts chart breaks the rate down by day of week and time of day, so a problem concentrated in one shift is visible rather than averaged away. Darker or warmer colors mean higher rates, read against the chart's own scale.
Click a store or store group row in Performance breakdown to open a detail page carrying store-level metrics, daypart patterns, a breakdown by error category, item performance and the customer reviews related to those issues.
Clicking an item row opens the item detail panel:
Detail | What it means |
Item volume | Number of orders containing the item |
M/I error charges | Missing or incorrect item charges tied to the item |
Item M/I rate | Share of that item's orders with a missing or incorrect item issue |
Item errors | Number of missing or incorrect item issues for the item |
% of total M/I errors | The item's share of all missing or incorrect item issues for the selected store and date range |
Breakdown by error category | Categories such as missing item, ingredient error, incorrect size or wrong order |
Item volume and item rate are worth reading together: a high rate on an item nobody orders matters less than a moderate rate on your best seller, and % of total M/I errors is the column that tells you which it is.
Cancellations
The Cancellations tab separates cancellations related to how the store is operating from cancellations overall.
Section | What it shows |
Avoidable cancellations | Cancellations related to store operations, with a cancellation rate and the sales lost to them |
All cancellations | Total cancellation rate and total cancellations, across every cancellation reason |
The daypart chart shows when the avoidable cancellation rate runs higher or lower through the week. Clicking a row in Performance breakdown opens a detail page with that store's cancellation metrics, its daypart patterns and a breakdown by cancellation category.
Wait time
The Wait time tab covers how long Dashers wait at your store, and how much of that wait is considered avoidable.
Metric | What it means |
Avoidable wait | Average time Dashers wait beyond your prep time, or beyond the estimated prep time |
Average Dasher wait | Average time Dashers wait at your store, counting every wait factor |
The trend chart compares the current period against the previous one, and the daypart chart shows how avoidable wait shifts by day of week and time of day. Clicking a row in Performance breakdown opens the same set of wait time views for that one store or group.
Downtime
The Downtime tab covers time your stores spent unavailable on DoorDash during their expected operating hours.
Metric | What it means |
Downtime | Percentage of expected available time when the store was unavailable |
Total downtime | Total downtime duration for the selected store or store group |
Use Performance breakdown to compare stores or groups. On a detail page, the Breakdown by downtime reason section attributes the downtime to reasons such as POS outage, store closure, store issue, too busy and other — which is usually the part that tells you whether it's a technology problem or an operational one.
Store and store group detail pages
Clicking a store or store group row in any Performance breakdown table opens a detail page. Detail pages stay in the metric you came from, so opening a store from Wait time gives you that store's wait time, not a general summary.
Page area | What it shows |
Header | The store or store group name, with its related store details |
Filters | Date range, plus an optional store filter on store group pages |
Metric card | The current value and goal result for the metric you came from |
Breakdown card | The category or reason breakdown for that metric |
Tables | Item, store or store group rows, where available |
Use the breadcrumb at the top of the page to get back to the metric tab.
Frequently asked questions
Why can't I select a store that appears in the filter?
Some stores don't have DoorDash operations data available for these metrics. GEM still lists them so you can see they exist, but they can't be selected for Operations Quality reporting.
Why is a chart or table empty?
Check your date range and your store group and store filters. If the stores you've selected had no matching orders or events in that period, there's nothing for the chart to show. Narrow filters combined with a short date range are the usual cause.
Why doesn't a metric show a change value?
Change compares your selected date range against the previous period of the same length. When that earlier period has no comparable data — a newly opened store, for example — GEM has nothing to compare against and leaves the change value off.
Why is a store missing from Operations Quality entirely?
You only see stores assigned to you. Check your store access in Settings > Users, or see Managing users, permissions and store access.
What's the difference between avoidable wait and average Dasher wait?
Average Dasher wait is the whole wait, however it was caused. Avoidable wait is the part that ran past your prep time or the estimated prep time — the portion your store has some control over. Avoidable wait is always the smaller of the two.
What's the difference between avoidable cancellations and all cancellations?
All cancellations counts every canceled order regardless of reason, including customer-initiated ones. Avoidable cancellations counts only those related to store operations, which is why it's the number paired with sales lost.
Questions? If you need help with this process or have questions, reach out to DoorDash Support at oosupport@doordash.com.