To make sure our most dedicated couriers are treated fairly, a scoring system is designed to evaluate your performance. Your scoring will be updated in rider app every Monday, looking into your statistics over past week. Your performance is calculated based on three aspects as shown below.
Early clock-in or late clock-out will NOT change your planned hours, hence will NOT be included in AvP nor SH
Hours lost for late clock-in, break or early clock-out can not be compensated by starting shifts earlier or delaying the last order of a shift.
Planned hours can be extended by clicking “Automated Shift Extension”
If you have taken 2 nearby shifts and you wish the gap hour between 2 shifts to be calculated in performance scoring, please turn on the “Shift Extension” toggle in the first shift, planned hours will be extended so that the gap hour that is being covered will hence be counted into the AvP and SH (if applicable) calculation.
Factors that can decrease your score
Lateness: clock in later than the planned shift start time
Break: request a break on rider app or are being put on break due to other issues
Early clock-out: request to end your shift earlier
No show: not attend your shift
Under such circumstances, your score will be lower due to the loss of Actual Hours while your Planned Hours remain unchanged.
Offering your shifts (Swaps)
Swap means offering your taken shifts for other couriers to take
If you are able to find another courier to take your shift, the successfully swapped shift hours will not be counted as Planned Hours.
If you are not able to find a replacement, it will decrease your score.
Taking shifts that have already started
The start time will be automatically adjusted to five minutes after the time you take the shift.
For example, at 6 pm you take a shift which already started at 5:45 pm, the new shift start time will become 6:05 pm.
If you clock in on time (in this case before 6:05 pm), there will be no impact on your score.
If you are late (in this case after 6:05 pm), it will decrease your score.
Batch & Shift taking
Depending on your scoring, you will then be put into different batches and be able to take open shifts accordingly. The higher you score, the higher batch you will be in, and then the earlier you can take open shifts. The below picture shows you the corresponding timestamps.
However, if your performance is not up to the fleet’s standard or if you have violated service guidelines including but not limited to not using thermal bags, accumulation of COD money or being complained by customers and vendor staff members, your account might be suspended and therefore you will fail to score higher in these scoring components, resulting in taking open shifts later than the majority of the fleet.