Understanding On-Time Rate

Providing your customers with great service and timely deliveries helps ensure they have a great delivery experience. Here, you can learn more about on-time rates for couriers, including why they matter and how they’re calculated.

How is my on-time rate calculated?

Your on-time rate is the total number of delivery pick-up and drop-off arrivals you’ve completed within the estimated time provided, out of the last 200 completed arrivals. For new couriers, your on-time rate will default to 100% for your first 5 arrivals. After you complete your first 5 arrivals, your on-time rate will update based on real-time delivery completions.

What is an arrival?

An arrival is the time you spend to complete each of the following delivery step: 

1) Pick up an order from the store or restaurant once it’s been accepted, and 

2) Drop an order off once it’s been picked up from the store or restaurant.

For batched trips, each pickup and drop-off is counted as a separate arrival. For example, accepting a batch order and picking it up from a restaurant counts as one arrival. Then, delivering each order in that batch counts as its own individual arrival.

How can I improve my on-time rate?

Your estimated time for each arrival is calculated to include time to pick-up and drop-off your delivery. Be sure to maintain safety while driving to minimize risk.

How to check your on-time rate?

In the Driver app, go to the menu, then choose Uber Pro if you’re a driver or Uber Eats Pro if you’re a courier. There, you’ll find your acceptance rate, cancellation rate, satisfaction rate and on-time rate. Tap a rating for more details, such as the number of requests used to calculate your rating.