Score-based Scheduling Model

To make sure our most dedicated couriers are treated fairly, a scoring system is designed to evaluate your performance. Every 2 weeks your scoring will be updated in Roadrunner, looking into your statistics over the previous 2 weeksYour performance is calculated based on three aspects as shown below.

New Scoring Set-up.png
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Depending on your scoring, you will then be put in 1 of the 4 batches and be able to take open shifts accordingly. The higher you score, the higher batch you are in, 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 are found with other compliance issues including but not limited to not using thermal bags, delaying the submission 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.

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Frequently Asked Questions 常見問題

English

Should I still apply for absences on the rider app to avoid no-show?


Under the new scoring set-up, "no-show" is no longer one of the scoring components since the Actual VS Planned Hours will already take into consideration your attendance.

  • For employed couriers, regardless of PAID or UNPAID absences, you are still required to apply for absences.

    Kindly note that if you fail to attend your shift, even if your absences are being accepted, your Actual VS Planned Hours will still be affected since ​you attended 0 minutes of your shift. But as an employee, you are required to follow our company policy by applying for absences.
  • For self-employed couriers, you do not need to apply for absences to excuse your "no-show" of your shift. To avoid your scoring being affected, you are strongly encouraged to take shifts ONLY if you know you can attend the shifts accordingly or ask your friends to take your swap instead.




How is my Acceptance Rate (AR) affected?


Within every 2-week service cycle, your AR would be affected by:

  1. Declining and/or self-redispatching an order;
  2. Missing an order;
  3. An order being overdue (not accepting/declining it); and
  4. An order being undispatched from you (even if you contact the Rider Service Team to redispatch).
Kindly ensure that your phone connection is running well to avoid missing orders.





中文

我需要在 rider app 內申請缺席,以避免有「無故缺席」的紀錄嗎?


在這個新設立的評分準則,無故缺席將從評分項目中剔除,因「實際與計劃時數比較」亦會考慮到你的出席率。

  • 受僱送遞員:不論是有薪或是無薪假期,你仍需要申請缺席。

    注意:即使系統批核你的缺席,如你未有出席你的更份,因「實際時數」為零,你此項評分亦會受影響。可是,作為僱員,你仍需遵從公司政策,於系統申請缺席。
  • 自僱送遞員:無須再申請缺席去抵銷你的「缺席」。為避免影響你的評分,我們強烈建議你於肯定你能出席更份的情況下,才提取更份,或查看有沒有其他送遞員提取你未能出席更份。




我的接單率會受甚麼因素影響?


接單率計算方式包括每個服務周期內(兩星期)的:

  1. 拒絕或 / 及自行轉走的訂單;
  2. 漏接訂單;
  3. 逾時未接訂單(沒有接受 / 拒絕訂單);
  4. 任何從你帳號轉走的訂單(即使你向送遞員服務部要求轉單亦會影曫接單率)。
請確保電話訊號良好,避免漏接訂單。