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 business potential. Shipt's in-app Stats experience is designed to give you transparency and clarity into your work by providing you with a comprehensive view of your activity.

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. Shoppers who maintain high stats may be eligible to earn exclusive discounts and rewards through the Shipt Summit Seeker Program™.

To see your stats, tap Stats from the app’s main menu.* All shoppers will have order stats and, in metros where Target Delivery Only routes are available, also have route stats. 
*Note: Target Delivery Only routes will not count towards your total order count.

Order Stats

Ratings

The Ratings section of the Stats screen provides transparency into the member’s view of shopper performance. All shoppers should strive for an Average Rating of 4.70 or higher from the last 50 ratings received to maintain an active status on the Shipt platform. 

Shoppers will be able to see their Last 50 Ratings average.

• The Last 50 Ratings average will update as ratings are received. This metric influences order offers.

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 fewer than 10 on-time 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.

Shipt understands that there are things that may be out of a shopper’s control, which may influence the ratings they receive. Shipt actively monitors customer rating patterns and will drop ratings less than 5 stars from a shopper’s stats if the customer has consistently given poor ratings across the platform. Additionally, after a shopper has received at least 50 ratings, Shipt will automatically drop a shopper’s lowest individual rating, where it will not affect their Last 50 Ratings average.*

• Only one rating will be dropped from influencing a shopper’s Last 50 Ratings average. If the shopper receives a lower rating, then the previously dropped rating will affect their Last 50 Ratings average and the newer, lower rating will be dropped.

• For example, if the lowest rating a shopper had received was 3 stars, that rating would be dropped. If a month later, that shopper received a rating of 2 stars, that rating would be dropped instead of the previous 3-star rating.



If you feel you received a rating that was incorrect, use this link to submit a request for rating forgiveness. All submissions will be reviewed, but Shipt reserves the right to accept or deny any request(s).

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.
*Note: Shoppers will still be able to see their lowest rating in their Ratings breakdown even if it’s dropped from influencing their Last 50 Ratings average. Forgiven ratings will not be factored into calculations for Summit Seeker and won't be reflected on the Summit Seeker Status page in the app. 

To preview the in-app experience, click here.

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 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 for an on-time percentage of 90% or higher to maintain an active status on the Shipt platform.

• The Last 50 Orders on-time percentage will update as orders are delivered, and influences order offers. 
• To review tips for delivering on time, click here.
• To preview the in-app experience, click here.

Reliability %

Reliability % measures the number of offers you’ve dropped in the hour before, or during, the delivery window, and is another tool to help you successfully manage your business. All shoppers should strive for a Reliability % of 90% or higher to maintain an active status on the Shipt platform.

Dropping an offer within the hour before or during the delivery window destabilizes the Shipt platform and causes a poor experience. Maintaining a high Reliability % means you’re helping provide reliable service to both customers and retailers.

Reliability % is calculated per offer, meaning that if you claim an offer for a bundle containing multiple orders and then drop it in the hour before the delivery window, your Reliability % will only be impacted once rather than for every order in the bundle.

Shipt understands that things can sometimes happen out of your control. For this reason, Shipt will automatically forgive 1 of the last 50 offers dropped in the hour before or during the delivery window so that it will not affect your last 50 Claimed Reliability %. Please note that shoppers with a low Reliability % may have a more limited list of Open metro offers* to choose from compared to shoppers with a high Reliability %.
*Note: Open metro is not available to shoppers in Colorado due to legislation that requires offer exclusivity. For more information on shopping in Colorado, click here.

• The Last 50 Claimed Reliability % will update as offers are delivered, and influences which orders are available for you to view in Open metro.

Route Stats

Starting soon, shoppers who complete Target Delivery Only routes will see route stats in the app. 

You are in control of your stats. Aiming to maintain excellent stats through efficient pickup and delivery is an important part of completing Target Delivery Only routes. To see your route stats, tap Stats from the app’s main menu, then tap Routes. 

You can view your route stats for the Last 15 routes. Your stats will be classified as Excellent, Good, or At risk. If you have not completed any Target Delivery Only routes, you will not see any route stats. As soon as you complete a route, your stats will populate. You can tap on each stat that falls below Excellent status to get more information on which route(s) affected the stat and how to improve it. 

Shoppers who maintain Good or Excellent status on all route stats, which are measured across the Last 15 Target Delivery Only routes, will keep a positive status on the Shipt platform. The first time one of your stats falls below Excellent, you will receive a notice. If one of your stats falls to At risk, you’ll receive a 2nd notice, and you’ll be at risk of no longer receiving offers for these routes. If your stat doesn’t improve after a 2nd notice, you’ll no longer receive offers for Target Delivery Only routes. 

We understand that things can happen outside of your control during a route. For that reason, you will receive guaranteed stat forgiveness, if requested, for one route stat that falls below Excellent within your first 15 completed routes. We also offer route stat forgiveness on a case-by-case basis after your first 15 routes. All submissions will be reviewed, but Shipt reserves the right to accept or deny any request(s). To submit a request for stat forgiveness, click here. 

Claim reliability

The claim reliability stat calculates the routes you’ve dropped within 60 minutes of the end of the arrival window for the Last 15 routes.    

You can keep this stat in good standing by not dropping a claimed route less than 60 minutes prior to the end of the designated arrival window. For example, if the arrival window for your route is 9:45 a.m.-10 a.m., you have until 9 a.m. to drop the route without penalty. If you drop the route after 9 a.m., your stats will be impacted.

Arrival reliability

The arrival reliability stat calculates the amount of times you’ve missed the arrival window for the Last 15 routes.    

You can keep this stat in good standing by arriving at the store on time, confirming your arrival in the app, and not requesting that a route beroute to be rescheduled for a later time. 

Package pickup reliability

The package pickup reliability stat calculates the amount of packages picked up versus the amount of packages available for pick up for the Last 15 routes. 

You can keep this stat in good standing by picking up all packages that are assigned to your routes. 

Package delivery reliability

The package delivery reliability stat calculates the number of packages successfully delivered versus the packages picked up for the Last 15 routes.   

You can keep this stat in good standing by successfully delivering all packages you picked up for your routes. 

Route completion reliability

The route completion reliability stat calculates the routes that have been delivered and/or returned on time for the Last 15 routes.

You can keep this stat in good standing by completing all claimed routes, making any returns by the end of the delivery day, and completing all status actions (such as Mark as delivered or Swipe to complete route) as you go. 

FAQ

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. 
  
  
  

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.

If Shipt drops my lowest rating but then I get a lower rating later, will the previous rating that was dropped now impact my Average Rating or will it still be dropped?

• Yes, the previous rating that was dropped will start to affect a shopper’s Average Rating moving forward if they receive a lower rating. 
• Shipt will automatically drop the lowest individual rating.
• Only one rating will be automatically dropped from influencing a shopper’s Average Rating at a time. If a shopper receives a lower rating, then the previously dropped rating will affect their Average Rating and the newer, lower rating will be dropped.
• For example, if the lowest rating a shopper had received was 3-stars, that rating would be dropped. If a month later, that shopper received a rating of 2-stars, that rating would be dropped instead of the previous 3-star rating.

Why can’t I get my lowest rating dropped before 50 orders?

• While Shipt will not automatically drop the lowest rating for shoppers with less than 50 orders completed, new shoppers may still request rating forgiveness if they feel a rating they received does not reflect the quality of service they provided.
  
  

Can I still ask for rating forgiveness? What if I have less than 50 orders?

• Yes, if you’ve provided an excellent member experience but your average rating does not reflect it, you may request rating forgiveness. Shipt will review your request and follow up within 72 hours.
• All shoppers, including new shoppers, can request rating forgiveness.
  
  

I’ve delivered multiple orders but my ratings haven’t changed. Is my app frozen?

• Members have an unlimited amount of time after an order has been delivered to add a rating in the app. If you have completed shops and your ratings have not adjusted, those members have not submitted feedback just yet. Keep in mind that you will not receive a rating for Delivery Only orders.
  
  

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?

• If you fall below the Shopper Stats benchmarks of at least a 4.7 Average Rating, 90% On-Time %, and 90% Reliability %, you may receive an email from Shipt containing a link to an optional refresher that will provide strategies and tips to help you grow your shopper skills for optimal success. If your stats continue to fall below the Shopper Stats benchmark, your shopper account will be at risk of deactivation. For more information on deactivation, click here.