Understanding the Top Shopper metrics

About Top Shopper

The Top Shopper programs recognizes and rewards shoppers based on four key metrics.

Original items found

How it’s calculated:

This is based on how often you’ve found the exact items the customer requested. If you replace an item, it doesn’t count as an original item found. We understand that sometimes items are out of stock. Being able to find high-quality replacements is still valuable, and are counted in replacements and total items found.

Why it matters:

Finding the exact items your customer ordered makes a big difference. Whether they are stocking up on essentials or preparing a special meal, missing even one ingredient can lead to a disappointing experience.

To improve this stat, you can ask store staff for help finding the item.

Replacements found

How it’s calculated:

This is based on how often you’ve found replacements for out-of-stock items.

If a customer rejects a replacement we suggested to you in the app, those items won’t be counted here. We also don’t count items if a customer’s original instructions were to refund instead of replace.

Why it matters:

Customers appreciate the time and care it takes to find quality replacements. If an item is out-of-stock, choosing a replacement of similar size, price and type makes a big difference for customers.

You can also a send a photo of the shelf to help customers choose a replacement.

Orders without issues

How it’s calculated:

This is based on how many orders you delivered without any missing, wrong, expired or damaged items.

We understand that sometimes customers complain about things that are out of your control. If a customer complains about a replacement you were suggested in the app, or we suspect fraud, those orders won’t be counted here.

Why it matters:

Customers expect to receive the correct items in good condition. When that doesn’t happen, they lose trust and may not order again.

Some common issues customers report are receiving poor quality items, like old produce, expired milk, or parsley instead of cilantro.

Making sure produce is fresh, checking expiration dates, and paying attention to customer notes helps build trust with customers.

Total items found

How it’s calculated:

This is based on how often you’ve found the exact item the customer requested or you found a quality replacement.

If a customer rejects a replacement we suggested to you in the app, those items won’t be counted here. We also don’t count items if a customer’s original instructions were to refund instead of replace.

Why it matters:

Customers expect to get every item they order. When customers don’t receive their original item or a high-quality replacement, it can negatively impact where they place an order again.

If you can’t find an item, you can ask store staff. If the shelf is empty, you can suggest a similar item as a replacement. That way, the customer can still get what they need.