Shopper Stats

An enhanced Stats experience is here. 

At Shipt, we’re committed to providing tools you can choose to use to achieve your greatest potential.

That’s why we’ve been embarking on a multi-phase enhancement of Shopper Stats so they’re easier to understand and deliver more actionable insights. All so you can grow your business based on great customer service. 

Shipt has enhanced the Stats experience in the app in an effort to bring more transparency and clarity. Explore a more comprehensive view of your performance with additional details on your previous orders and ratings.

We recently removed Acceptance Rate at the end of September. And we’re sharing a sneak peek of what’s coming soon for Shopper Stats so you know what to expect before it rolls out: 

  • You’ll have greater transparency on where your Average Rating stands with a more specific number. We are not making any changes to how Average Rating is determined, only enhancing the in-app design and giving you more detail. 
  • You’ll be able to see a breakdown of the number of star ratings you’ve received for your last 50 rated orders or all-time rated orders. 
  • You’ll see a redesigned Ratings scale that now helps you visually track your Average Rating and see if it’s considered excellent, good, fair, or at risk. 
  • Instead of waiting on the weekly Self-Checkout email, we’ll combine the compliments and growth opportunities right into the shopper app. You’ll be able to review member feedback on your last 50 rated orders in real-time!
    *Note: With member feedback moving to the app, shoppers will no longer receive a weekly Self-Checkout email.
  • We’ve removed the Last 14 Days view of Shopper Stats, since those stats did not influence order offering or provide clarity on where your stats currently stand. Now, you’ll be able to review what matters most today through your Last 50 Ratings and Last 50 Orders stats, as well as see a holistic view of your journey as a shopper through your All-Time stats.

Review the sections below to learn more about each part of the new Stats experience!



Shipt Shoppers care about delivering a great customer experience, and Shipt has Shopper Stats in place to help shoppers set goals, strive for success, and achieve their full performance potential.

You are in control of your stats. Aiming to maintain high stats through high-quality customer service and on-time deliveries is an important part of being a shopper, as it influences how orders are offered.
*Note: New shoppers with “Rookie” stats start near the top of the offering list temporarily to help them gain experience.

Keep in mind, the more you choose to shop, the more opportunities you will have to learn from your experiences, develop your skills, and grow your independent business.

  • To see your stats, tap Stats from the app’s main menu. 



Ratings

The Ratings section of the Stats screen provides transparency into the previous ratings a shopper has received. All shoppers should strive to maintain an Average Rating of 4.70 or higher from the last 50 ratings they have received. 

Shoppers will be able to see their Last 50 Ratings average as well as their All-Time average.

  • The Last 50 Ratings average will update as ratings are received and influences order offers. 
  • The All-Time average will update once per day.

When reviewing the Last 50 Ratings average, shoppers will be able to see where their average falls on the Average Rating scale

  • Rookie: Shoppers who have completed less than 10 orders. Learn more.
  • At risk: 1.00–4.69 Average Rating*
  • Fair: 4.70–4.79 Average Rating
  • Good: 4.80–4.89 Average Rating
  • Excellent: 4.90–5.00 Average Rating
    *Note: To see each section on the Average Rating scale, shoppers can tap the info icon. “Poor” will display instead of “At risk” for shoppers who have not received at least 10 ratings or completed at least 50 orders. Shoppers who are at risk may be contacted by Shipt and asked to complete a refresher course, which will provide best practices for improving ratings.

Shoppers can review a breakdown of how many of each star rating they’ve received, as well as what feedback members provided by tapping View details below their Average Rating.



Member Feedback

When members provide ratings for shoppers, they are able to select feedback options to give more insight into their experience and the rating they’re providing. The Member Feedback section provides shoppers with deeper insights into their previous ratings by displaying the compliments and growth opportunities feedback they received from members.
*Note: To protect the anonymity of our members, we will not share specific details in regards to how a particular member rated your orders.

  • Member Feedback totals will update in real-time as ratings and feedback are received.
  • With member feedback moving to the app, shoppers will no longer receive a weekly Self-Checkout email afterward.
  • To review best practices for receiving positive feedback from members, click here.
  • To preview the in-app experience, click here.


On-Time %

The On-Time % section displays the percentage of orders a shopper has delivered on time.* Orders are considered late if they are not delivered before the end of the designated delivery window. All shoppers should strive to maintain an on-time percentage of 90% or higher.

  • The Last 50 Orders percentage will update as orders are delivered and influences order offers. 
  • The All-Time percentage will update once per day.
  • On-Time % is impacted differently for promo orders. If a promo order is delivered outside of the delivery window, On-Time % will not be impacted. However, a best practice is to try and aim for on-time delivery or as close to the member’s delivery window as possible.
  • To review best practices for delivering on time, click here.
  • To preview the in-app experience, click here.


Orders

The Orders section enables shoppers to keep track of how many orders they’ve completed, as well as how many orders they’ve completed of each order type, including Shop & Deliver and Delivery Only. 
*Note: In metros where Shop Only orders are available, Shop Only orders are currently included as Shop & Deliver orders.

  • Order totals will update in real-time as orders are completed.
  • To preview the in-app experience, review the section below.


App Experience



FAQ


Why did you remove the Last 14 Days view of Stats?

  • We’ve removed the Last 14 Days view of Shopper Stats, since those stats did not influence order offering or provide clarity on where your stats currently stand. Now, you’ll be able to review what matters most today through your Last 50 Ratings and Last 50 Orders stats, as well as see a holistic view of your journey as a shopper through your All-Time stats.


Why does it say Shop & Deliver under my rating?

  • Shoppers currently can only receive member ratings for Shop & Deliver orders.


Why can’t I see how many Prepaid orders I’ve completed?

  • Prepaid orders are Shop & Deliver orders that have already been paid for by the customer, and they are included in the Shop & Deliver orders total on the Stats screen.


Should I focus on my All-Time stats or my Last 50 Ratings and Last 50 Orders stats?

  • While shoppers have the ability to review their All-Time stats, shoppers should focus on their Average Rating for their last 50 ratings and their On-Time % for their last 50 orders in regards to the Shopper Stats benchmarks. 


Are members required to share feedback?

  • Feedback is optional for 5-star ratings. However, members are required to share at least one negative feedback option for ratings that are less than 5 stars to provide more insight into why they did not believe the shopper provided a 5-star experience. 

Why are you no longer going to send the Self-Checkout email?

  • Moving member feedback into the app enables shoppers to have a more holistic view of their ratings and see the feedback they receive faster. With member feedback being in-app, the Self-Checkout email is no longer needed.

Why did you add another number to Average Rating?

  • We wanted to provide more clarity on your Average Rating so you could have more transparency on when your average may shift. For example, if you saw your Average Rating was a 4.7, you may not know whether it was at risk of shifting to a 4.6 or if it was closer to shifting to a 4.8. With the additional number, it will be easier to understand where your average stands.
    • Previously, your Average Rating was rounded to the nearest decimal For example, if you had a 4.78 average, it would have rounded up and shown as a 4.8 in the app.
  • We are not making any changes to how Average Rating is determined, only enhancing the in-app design and giving you more detail.

When will my stats update in the app?

  • The Last 50 Orders average for On-Time%, Last 50 Ratings average, and member feedback will update in real-time.
  • All-Time averages for Ratings and On-Time % will update once per day.

Do Delivery Only orders impact Shopper Stats?

  • A shopper’s On-Time % is influenced by all order types, including Deliver Only orders. However, a shopper’s Average rating will not be influenced by Delivery Only orders since shoppers do not receive ratings for those orders.
  • Shoppers can also review totals for how many orders they completed of each order type (Shop & Deliver and Delivery Only) on the Stats screen.


Can I improve my stats over time?

  • Absolutely! The more you shop, the more opportunities you will have to learn from your experiences and develop your skills. Since stats are rolling averages, continuous shopping and providing quality service can help your stats improve over time.


What happens if I fall below the Shopper Stats benchmarks?

  • Should you fall below the Shopper Stats benchmarks of at least a 4.7 Average Rating and 90% On-Time %, you may receive an email from Shipt containing a link to a refresher course that will provide strategies and best practices to help you grow your shopper skills for optimal success.


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