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. 

Ratings

The Ratings section of the Stats screen provides transparency into the member’s view of shopper performance. All shoppers should strive to maintain an Average Rating of 4.70 or higher from the last 50 ratings 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. This metric 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 fewer 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.

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 the links below to submit a request for late or 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.

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 to maintain an on-time percentage of 90% or higher.

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

Reliability %

Reliability % is another tool to help you successfully manage your business. Because dropping an offer within the hour before or during the delivery window destabilizes the Shipt platform and causes a poor customer experience, this stat provides visibility into how many offers you drop close to the promised delivery time. 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 Claims Reliability %. 

• The Last 50 Claims Reliability % will update as offers are delivered.
• The All-Time percentage will update once per day.
• Keep in mind that repeatedly dropping offers within the hour immediately before and/or during the delivery window goes against Shipt’s App Access Guidelines and is grounds for deactivation.

Completion %

Completion % is another tool to help you successfully manage your business. Knowing how much you take pride in delivering outstanding customer service, this stat provides you with visibility into how many offers you claim and complete. Completion % measures the number of offers you’ve completed out of the number of offers you've claimed. As an example, if you’ve claimed 10 offers, drop 1, and complete 9, your Completion % is 90%. Completion % is calculated per offer, meaning that if you claim an offer for a bundle containing multiple orders and then drop it, your Completion % will only be impacted once rather than for every order in the bundle.

• The Last 50 Claims Completion % will update as orders are delivered.
• The All-Time percentage will update once per day.
• You should only drop orders if necessary, as this could delay the delivery of an order and in turn cause a negative experience for the shopper and customer

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.

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.
  
  

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 an optional refresher course that will provide strategies and tips to help you grow your shopper skills for optimal success.

Why did Shipt decide to add Reliability % to Shopper Stats?

• This stat aims to help shoppers understand how dropping orders within the hour before or during the delivery window negatively impacts the customer experience. If you repeatedly drop orders during this timeframe, your Reliability % will go down. 
• Remember that dropping orders after claiming them can delay the delivery of the order and in turn cause a negative experience for the shopper and customer, so do your best not to claim orders you aren’t able to deliver. If something unexpected happens and you are unable to complete an order you have claimed, try to drop the order as far in advance of the delivery window as possible.

How is Reliability % different from Completion %?

• Completion % measures the total amount of orders that you complete out of the offers that you’ve claimed. Any order that you claim and later drop from your schedule will cause your completion % to go down.
• Reliability % specifically measures the number of orders that you drop from your schedule within the hour before or during the delivery window.

How do canceled and returned orders affect my completion %?

• If an order is canceled by the customer or you’re unable to deliver the order and have to return it to the store, it will not affect your Completion %.