Performance Statistics – your questions answered
The in-app self serve booking tool has been designed based on your feedback to give you fair access to the flexible work you want. It matches the number of riders needed with the number of orders we expect to receive, and works out how many sessions will be available to get the right balance – giving you more security over how much you can earn. It also allows you to freely go online at any time where we have a need for riders.
If you’re new to self-serve booking, here’s a summary of how it works.
All sessions are released for booking at 17:00 each Monday – but you can get earlier access at 11:00 and 15:00. This is known as the ‘first groups’.
We look at statistics for you and other riders in your area to work out whether you’ll get access to bookings for the following week at 11:00, 15:00 or 17:00. First group access will be given to the riders who provide the most reliable service. This means it’s as fair as possible for everyone to access the hours they want, based on how they have recently chosen to work.
Remember, as this is relative to other riders in your city, first groups change each week. So, for example, if your late cancellation rate is 10% one week, that doesn’t mean you’ll always get access to bookings at 15:00. Or if you decide not to work super-peak hours, that doesn’t necessarily mean your group will be affected. It all depends on what other riders are doing too.
It’s calculated as a percentage of the booked sessions you attended (where you went online within the first 15 minutes). Of course, this doesn’t count any sessions that you cancelled.
Plans change – and that’s totally fine. If something comes up and you can’t work a booked session there is no requirement for you to cancel.
But keep in mind that there may be other riders out there who would like to work the session you’re no longer able to make. Where you can it’s helpful to cancel sessions in advance to make them available for other riders to book. This also makes it easier for all riders pick up extra hours at the last minute.
Cancelling a session at the last minute makes it less likely that another rider will have the chance to pick it up.
You might remember that when self-serve booking first launched, there was no statistic for 24-hour cancellation. Many of you were concerned that unlimited cancellations meant riders were booking more hours than they actually intended to work. All of the sessions booked up really quickly, but with no need to cancel in advance, very few ever became available to book again if the rider chose not to work.
We took this feedback on board and introduced the 24-hour cancellation statistic to help make it fairer. Now more sessions are available to book throughout the week.
No. Your vehicle type has no impact on your statistics.
Your statistics are based on your last 14 active days out of the past 28 days. An active day is when you have done any of the following:
- Attended a booking
- Not attended a booking
- Cancelled a booking less than 24 hours in advance (the day of the session that was cancelled)
Your statistics are always based on the most recent 14 active days, but by taking a period of 28 days into account they remain relevant for a longer period even if you choose not to work.
Here’s an example:
Your attendance and late cancellation rates are calculated as a percentage of your bookings. This means they will change depending on the number of sessions you’ve booked in the past 14 days.
Here’s an illustration to help make this clearer:
Your individual statistics (attendance, late cancellation, super-peak participation) are updated one hour after the end of each session. If you’ve just worked a super-peak hour for example, it will show in your attendance and super-peak participation rates an hour later.
No, your acceptance rate does not impact your statistics or your group.
Definitely not. Your statistics do not affect how many orders you’re offered.