A Guide to Improving Your Merchant Quality Score

Actionable tips and best practices for improving your performance on five key metrics

Now that you’re familiar with the new Quality Framework, we want to provide you with a practical guide to help you succeed. This document outlines how you can track your performance, offers simple tips for improving each of the five key metrics, and highlights the tools available to you.

Where to Track Your Performance

The best way to stay on top of your performance is through the tools you already use:

• Uber Eats Manager: Your Performance dashboard provides real-time data on your operations. We highly recommend checking it regularly to spot opportunities as they arise.

• Monthly Performance Reports: Your new quality tier and a summary of your performance will be included in your monthly report email.

1. Unfulfilled Order Rate (UOR)

• Why it matters: This ensures customers have a reliable experience when they choose to order from your store.
• How to improve:
  • Keep Your Device On & Audible: Ensure your device is on, charged, and the volume is up during business hours so you never miss an order.
  • Set Accurate Store Hours: If you’re closing early or for a holiday, update your hours in Uber Eats Manager to prevent disappointing customers.
  • Use “Update Ready Time” to better manage demand: If you get an unexpected rush, use this feature to temporarily stop receiving new orders or increase the prep time needed instead of having to cancel them.
  • Handover optimization: Keep your pick-up instructions clear and up to date in Uber Eats Manager to make it easy for couriers to locate your store.

2. Fulfilment Rate (FFR) 

• Why it matters: These are key indicators of your inventory accuracy and directly impact customer satisfaction.
• How to improve: Since Fulfilment Rate is driven by Found Rate and Replacement Rate, the most effective way to improve it is by strengthening these two areas. You’ll find specific tips for each below.

3. Found Rate (FR)

• Why it matters: This is a key indicator of your inventory accuracy and directly impacts the customer experience.
• How to improve:
  • Manage your catalogue: Use the Catalogue Editor in Uber Eats Manager or on your device to mark items as “out of stock” as soon as they run out 
  • Do regular stock checks: Before your busiest periods, review your top-selling items to make sure they’re available 

4. Replacement Rate (RR)

• Why it matters: This is your key recovery metric. A high Replacement Rate shows you can turn a poor experience into a positive one, building trust, loyalty, and protecting revenue.
• How to improve:
  • Follow in-app replacement flows when prompted 
  • Review Past Failures: Use available order data within Uber Eats Manager to see which items are most frequently not replaced. Use this insight to either improve your stock of good substitutes for those items or update your staff training
  • Empower Your Team: Train staff that finding a good replacement is a critical part of the customer experience and directly impacts your store’s revenue and rating.

5. Eater Defect Rate (EDR)

• Why it matters: This is a direct measure of order accuracy and item quality, which are the biggest drivers of customer trust. 
• How to improve:
  • Always scan items: Scan each product when prompted to confirm accuracy and reduce errors before packing. 
  • Double-check before sealing: The staff member picking the order should verify items against the order before sealing the bag.
  • Seal every bag: Use stickers or securely staple bags shut so customers know their order is safe and complete.
  • Label clearly: Write or print the order number on each bag to avoid mix-ups, especially when multiple couriers are collecting at once.

We’re focused on supporting our partners’ success, and this guide is designed to provide practical steps to strengthen your operations and enhance the customer experience.

Questions?
We’re here to help. Contact merchant-uki@uber.com for assistance.