Shopper Ratings
After an order has been delivered, the member will be prompted to leave a rating for their shopper of 1 to 5 stars (5 being the best) and then indicate what caused them to select the rating.
Members are able to rate their shopper separately from their overall Shipt experience after delivery, giving them the ability to rate their shoppers' hard work and performance outside of potential frustrations with the overall order. A shopper’s rating is a rolling average, and continuous shopping with positive feedback can undo the effects of a poor rating.
Shoppers have two different rating averages:
All-time
Last 50 ratings
You can review your ratings in the app at any time by selecting Stats from the main menu.
The Rating Experience:
The rating screen for members shows two different 5-star scales for them to share feedback on — one to rate their shopper's performance and one to rate their Shipt order overall.
The two 5-star scales do not impact each other. For example, if a member gives their shopper a 5-star rating but gives their order a 4-star rating, the shopper's 5-star rating will not be impacted by the order's lower rating.
Feedback options provide clearer, more actionable feedback, which shoppers will be able to see directly in the app. Click here for more information.
When a member rates their shopper 5 stars, they can select positive feedback options to let their shopper know what they valued about their performance.
Good communication
Attention to detail
Exceptional shopper
Good substitutions
When a member rates their shopper less than 5 stars, they can select negative feedback options to help shoppers understand why they did not receive 5 stars.
Too little communication
Late delivery
Poor attention to detail
Poor substitution choices
Item issue
Other
For tips on how to receive positive feedback from members, click here.
Rating Forgiveness
Shipt offers rating forgiveness as a courtesy for shoppers, as we understand there are factors outside of your control that can influence a member's rating. Please remember, members utilize the rating system according to their own unique standards. For that reason, we will honor a customer's rating even if you don't agree with it.
If you've provided an excellent member experience based on the tips above but your average rating does not reflect this, you may fill out the form below to request rating forgiveness. Shipt will review your submission and follow up within 72 hours.
Did you know that on average, shoppers with Shipt receive 65% less negative feedback by their 500th order compared to when they started shopping? Learn More.
Want to learn more about Shopper Stats? Click here.