Restaurant Merchants - Success Score Policy

We are always looking to provide the best possible customer experience and to maintain the reputation of both restaurants using Uber Eats and the Uber Eats platform itself. As a result, this policy sets out the criteria used to assess quality, affordability, and sustainability of restaurant merchants. The assessment of restaurants under this scoring system will be used to determine eligibility for certain benefits and eligibility to retain access to the Uber Eats marketplace and to promotion and advertising tools.

This policy only applies to restaurant merchants. The requirements in this policy apply separately to each of your locations on the Uber Eats app.

Uber Eats Success Score

The Success Score will assess each restaurant location on a combination of the following metrics to determine a ranking of “excellent”, “great”, “good”, “fair”, or “poor”:

• Unfulfilled Rate: Percentage of orders unfulfilled by the restaurant.
• Avoidable Courier Wait Time: Percentage of orders delayed in being handed off to couriers due to late order preparation.
• Order Accuracy Issues: Percentage of orders with order accuracy issues, adjusted for fraudulent claims.
• Food Taste and Quality Issues: Percentage of orders with food taste and quality issues for which a restaurant is accountable, such as burnt or stale food, adjusted for fraudulent claims.
• Menu Details: Percentage of menu items featuring photos and/or descriptions, with calculation ensuring restaurants are rewarded for providing both.
• Menu Markup: Uber Eats delivery menu prices compared to in-store prices.
• Customer Ratings: Average customer ratings of restaurants following order placements.
• Sustainable Packaging: Percentage of delivery packaging items that use more sustainable materials.

Depending on a restaurant’s ranking and size, the restaurant will be eligible for certain benefits, including retaining access to the Uber Eats marketplace and to promotion and advertising tools. Certain benefits will only be available to restaurants with 19 or fewer locations. A restaurant may view the details of such incentives and access in Uber Eats Manager.