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 steps:
1) Reaching the store or restaurant once trip has been accepted, and
2) 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.
How is an arrival calculated?
The ‘expected by’ time you see on the app home screen while enroute includes the time you spend driving to your pick-up and drop-off locations. It’s based on the average time most couriers spend to complete a similar trip, and accounts for real-time traffic conditions. Be sure to maintain safety while driving to minimize risk.
What’s included in my on-time rate?
All delivery trips, except package trips, that you successfully complete count towards your on-time rate. For new couriers, your on-time rate will start showing after you successfully complete 5 arrivals.
How can I improve my on-time rate?
- Starting your trip promptly after accepting, and completing your trip in a timely manner.
- Checking the ‘expected by’ time while enroute, while ensuring you reach your destination within that time.
- Using the Uber map navigation can help you stay on track and reach your destination on time.
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.
Posted by Uber