Volume 3
At the end of my previous volume, I stated I would go over the ratings system and provide more information to customers. So, this post will be a split post covering both topics. Let’s get to it shall we!
The rating system for drivers:
For drivers, the rating system is vital to receiving orders, getting and keeping top Dasher, and getting priority status for receiving higher paid orders. This system is broken down into four categories: Customer Rating, Acceptance Rate, Completion Rate, and On Time or Early. I will go into a little more detail on these ratings.
Customer Rating is star-based system that rates between 1 and 5 stars that the customer gives based on communication, following instructions, order handling, and friendliness. Dashers must have a 4.2 or higher to not be terminated and a rating of 4.7 or higher to be considered for Top Dasher. DoorDash may exclude ratings based on merchant wait times, merchant mistake on orders, customer fraud, and if the order was already late when assigned to a dasher.
Acceptance Rating is a percentage rating system based on the last 100 orders. As a dasher completes orders, the ones at the bottom fall off. So, if a dasher has more accepted orders than declined orders, the rate will be higher. This number will rise and fall rather quickly depending on which orders are acceptable to complete at the dasher’s discretion. To be considered for top dasher, this rating needs to be a 70% or higher.
Completion Rating is also a percentage system based on the last 100 orders and has the same roll off based on acceptance. The difference is that dashers can accept or decline orders assigned to them that affects their acceptance rate more quickly. Completion rate is how many of the orders assigned were completed. This rating needs to be a 95% or higher.
On Time or Early Rating is the percentage of orders that a dasher completes within an estimated time of delivery. Delivering an order late due to external factors such as storms, traffic, road work, etc. do not affect this score.
Well, that covers the basics of the rating system for dashers. If you would like some more information on these, please comment below.
Customers!
Many customers are not aware of how the system works for drivers. Customers use the app to place the order, pay for it, and wait for the delivery. Most do not know how it works for the driver. I would like to point out that the delivery fees paid by the customer goes directly to DoorDash. Drivers are paid a base rate plus any tip that customers provide.
Base Rate:
This is the amount that DoorDasher pays its drivers to complete an order. This rate varies depending on location. Most areas (aside from New York and California) these rates are pretty low. In my area of East Texas, the base rate is $2.25 for up to 5 miles. These base rates are considered no tip orders. Meaning the customer did not tip the driver to complete the order.
With that said, many orders that are no tip, will likely not be completed on time. This is because when Doordash assigns an order like this to a driver, and the driver declines it, it is assigned to another driver, and another, and so on. Drivers are dependent on tips just as much as waiters and waitresses. Personally, I think that DoorDash should pay the driver a better base rate based on the mileage from the merchant to the customer.
Tips:
This is the amount that the customers add to their total to pay to the driver. Most drivers look for around $1 per mile from the merchant to the customer. This is included with the base pay.
For example: Let’s say a customer orders something from a restaurant that is 7 miles from their location. Now, if they don’t tip, the driver will be paid base pay plus a few cents for milage from DoorDash. So, the driver would make approximately $2.59 to drive to the restaurant, pick up that order, and drive to the customer. For me, the time to complete that order (not including wait time at the restaurant) would not be worth me accepting the order. We factor in things like fuel, time, maintenance, etc. This order would need to be the base pay plus around $4 or $5 tip to consider it acceptable.
Delivery instructions:
This is where customers choose to have the order handed directly to them or left at the door. This is completely up to the customer on their preferences. This part also has a note section that customers can use to give additional information for the driver. Some information may include the color of the home, or if it is a business, or detailed information on exact location for a drop off.
Example: A customer wants an order placed at a side door under a carport. They would add that information in the instructions section.
This section should not be used to change an address for delivery because the driver does not see this information until the order has already been picked up. If a customer needs to change a delivery address, they should do that on the appropriate section in the app.
Other Tips:
If the customer is placing an order that is being delivered at night, a porch light would be helpful in finding the location. Additionally, having address numbers visible from the street, either on the home or on a mailbox, is extremely helpful.
If you live in an apartment, please have that information in your address or delivery instructions. Building number/letter and apartment number is preferred.
Gate and access codes should be provided if drivers are needing them to complete the order.
GPS pins:
If your address does not match your gps pin for delivery, this may cause a delay in receiving your order. If for some reason DoorDash has your map pin incorrect, please call customer support or give your driver information on how to locate you.
I think this sums it up for now, hope you enjoyed this informational post.