Providing great service and timely deliveries helps ensure that your customers keep coming back to Uber Eats. That’s why we’re piloting the use of on-time rate¹ as a new criteria for Uber Eats Pro status starting October 1 in select US markets.
What is on-time rate?
Your on-time rate is the total number of pick-up and drop-off arrivals you’ve completed within the estimated time displayed in the app, out of the last 200 completed arrivals.
To meet Gold status, you will need to be on-time, at least 70% of the time. In other words, you can be late on 2–3 arrivals out of every 10 and still maintain Gold.
What is an arrival?
An arrival is the time you spend to complete each of the following steps²:
- Reaching the store or restaurant once order has been accepted, and
- Reaching the drop-off location once the order has been picked up from the store or restaurant.
The time spent waiting at the store or restaurant once you have arrived will not count towards or affect your on-time rate. Similarly, waiting for the customer after you’ve arrived at the drop-off will not count towards or affect your on-time rate.
For batched trips, each pick-up and drop-off is counted as a separate arrival. For example, if you are picking up two orders from one restaurant, reaching that restaurant will count as one arrival. Then, reaching each delivery location in that batch counts as its own individual arrival.
Click here to learn more about how on-time rate is calculated.
Uber Eats Pro criteria reminder
As a reminder, here are the existing criteria for each Uber Eats Pro status, including the new requirements for on-time rate:
| Green | No requirements |
| Gold | Acceptance rate: 30% or more Cancellation rate: 8% or less Satisfaction rate: 90% or more [New] On-time rate: 70% Points: 25 |
| Platinum | Acceptance rate: 50% or more Cancellation rate: 5% or less Satisfaction rate: 92% or more [New] On-time rate: 80% Points: 50 |
| Diamond | Acceptance rate: 50% or more Cancellation rate: 5% or less Satisfaction rate: 92% or more [New] One-time rate: 80% Points: Varies by city (check the Uber Eats Pro hub in the Driver app) |
¹On-time rate is one of the eligibility criteria used to determine Uber Eats Pro status. This new criteria change is only applicable in select pilot cities: Columbus, OH; Connecticut; Detroit, MI; Nashville, TN; Charlotte, NC; South Bend, IN; Omaha, NE; Baton Rouge, LA; Huntsville, AL; Columbia, SC; Olympia, WA; Toledo, OH; Lehigh Valley, PA; Tampa Bay, FL. For markets not in the pilot program, click here to see the complete list. Uber reserves the right to change or terminate this program at any time.
²Always following traffic rules and engaging in standard safety measures when delivering with Uber Eats can help ensure your safety on the road.
Posted by Uber