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Driver's Ratings Explained

Deliverers using the Rio Fast Delivery platform receive ratings based on how they perform on the platform. As you dash, ratings from past deliveries are replaced by ratings from more recent deliveries, making it easier for you to improve your ratings over time and become eligible for special programs and incentives.

 

Rating                                            Minimum Required

Customer Rating                                    4.2

Completion Rate                                    70 %

Acceptance Rate                             No Minimum

On-time/Early Rate                          No Minimum

 

Some of these ratings are merely there for your reference, but some of them have a minimum threshold you’ll have to maintain to continue dashing. 

Customer Rating

The overall customer rating is a score from 1-5, calculated from the 100 most recent ratings submitted by customers on their delivery (not food) experience. This is called a rolling average, because new scores replace old scores, allowing Dashers to improve their rating by “flushing out” older lower scores with newer higher scores as they become more experienced. This means that even if you drop below a perfect 5.0, you can get back up to 5.0 if you continue to earn enough perfect scores. 

Why doesn’t my overall rating go up even when I complete a great delivery? 

Some customers don’t leave ratings at all, even if their delivery was completed in a timely and safe manner. Note that customers can choose to leave a rating, later on, so you may see your overall rating change down the line. 

Assuming a Rio Fast Deliverer has received at least 100 ratings, every additional new rating will bump out the oldest rating. If the latest rating is a 5 but the oldest rating was also a 5, then your overall average will not change. However, if the latest rating is a 5 and the oldest rating was a 3, then you will see your average increase. Conversely, if the latest rating is a 3 but the oldest rating was a 5, then the average will decrease. The best way to replace bad ratings with good ratings is to complete more high-quality deliveries. 

What if the customer doesn’t leave a rating? 

Your customer rating does not include deliveries in which the customer did not leave a rating. Therefore if you've received 100 ratings so far, and your next delivery does not receive a rating from the customer after you've completed the delivery, your rating will remain the same.
 
I didn’t do any deliveries recently but my rating changed? 

Sometimes customers take a long time to leave a rating. We can only take ratings into account after a customer has left them, so there may be times when your customer rating changes a long time after the delivery has been completed. This will likely be why you see your customer rating change even if you have not made any deliveries.
 
What is the minimum customer rating required? 

Rio Fast Deliverers may be deactivated from the Rio Fast Delivery platform if they have a customer rating below 4.2.

Completion Rate

Your completion rate is the percent of deliveries complete out of the 100 most recent delivery opportunities you accept. You can increase your completion rate by making sure every order you accept is delivered to the customer. It is also a rolling average, which means it may take a few opportunities before you see an increase in your average.

Once you have passed 100-lifetime deliveries, each additional opportunity will only have a 1% impact on your average. 

Example: A Rio Fast Deliverer has completed 500 deliveries and has a completion rate of 80%. If their car breaks down on their next delivery and they have to unassign, their acceptance rate will only decrease by 1%, down to 79%.  

What if the customer or merchant cancels the order?

Orders canceled by the customer or merchant count as completed deliveries for you. Your completion rate decreases if you unassign yourself from an accepted delivery, or if you call into Support to request an assignment from an accepted delivery.

What if I have an emergency and can’t complete an order? 

We understand that things happen -- your car dies, or you have a family situation. That’s why you only need to maintain a minimum completion rate of 70% in order to keep your account on the platform.

What is the minimum completion rate required? 

Rio Fast Deliverers are required to maintain a minimum completion rate of 70% in order to remain on the platform.

Acceptance Rate

Acceptance Rate is the percent of deliveries you accepted out of the 100 most recent delivery opportunities you receive. You can raise your acceptance rate by consistently accepting delivery opportunities that are assigned to you. It is also a rolling average, which means it may take a few opportunities before you see an increase in your average. 

There is no minimum requirement for acceptance rate, but consistently declining delivery opportunities negatively impacts the experience for other Rio Fast Deliverers (who will have less time to complete the delivery), the customer (who is more likely to get a late delivery), and even the merchant (whose food will sit for longer). 

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