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 early October 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.
What is an arrival?
An arrival is the time you spend to complete each of the following delivery steps:
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.
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 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.
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: 91% or more [New] On-time rate: 70% Points: 25 |
| Platinum | Acceptance rate: 50% or more Cancellation rate: 5% or less Satisfaction rate: 93% or more [New] On-time rate: 80% Points: 50 |
| Diamond | Acceptance rate: 50% or more Cancellation rate: 5% or less Satisfaction rate: 93% 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
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