Driver Score: What You Need to Know
Your Driver Score is an important tool for understanding your delivery performance, and plays a key role in our Smart Order Matching system. Here’s everything you need to know about the score, how it’s calculated, and how it impacts your work.
Where to Find Your Driver Score
Your Driver Score can be found in the new Performance tab between the Earnings and Settings tabs.
How Your Driver Score is Calculated
Your Driver Score is based on several factors, reflecting your delivery performance. Below are the key components of the score:
Order Completion: How often you complete orders without cancellations or being removed. This accounts for 35% of your score.*
On-Time Performance Rate: How often you complete your deliveries within the expected timeframe. This accounts for 30% of your score (10% for pickups and 20% for drop-offs).
Unassigned Order Rate: How often you ask to be unassigned from an order. This accounts for 20% of your score.
Engagement Rate: How often you respond to smart order offers, accept or decline. This accounts for 15% of your score.
Note: If you were familiar with Driver Standing, you may notice that your Driver Score looks lower. This doesn’t mean you did anything wrong.
All drivers were recalculated using the above scoring system, so while the number may be different, your ranking within your market should be similar to before.
Excluding Orders from the Score
We understand that not every order is equal, and sometimes, the circumstances may be beyond your control. For instance, if you’re assigned an order that was already late, it shouldn't negatively impact your on-time performance. Here's how exclusions work:
Automated Exclusions:
If an order is marked with a "late” tag in the Available Tab (when a stop’s ETA is already past the SLA), it will automatically be excluded from your score.
The system automatically checks if a pro has enough time to meet the SLA at the time of a smart order match, and if not, it marks the order as "unfair" and excludes it from the score.
If an order is cancelled for a reason that's out of your control, that order will not count against your driver score.
If you're manually unassigned from an order for a reason that's out of your control, that order will not count against your driver score.
Manual Exclusions:
The Driver Support Team can manually exclude an order from your score if needed.
Experience for New Delivery Pros
If you're a new pro, you may see an empty score screen until you complete enough orders or respond to enough offers to populate it.
Driver Score and Smart Order Matching
Driver Score is the primary factor in determining who receives priority for smart order offers, along with your location. Maintain a high score to keep your priority for smart order offers.
If you have any questions or concerns about your score, reach out to Driver Support at drivercare@dispatchit.com.
Frequently Asked Questinos
1) How often does my Driver Score update?
Your score updates as you complete work and respond to offers. (If your score looks “behind,” it may need time to refresh after recent activity.)
2) What is Order Completion and what counts against it?
Order Completion measures how often you complete orders without cancellations or being removed. Certain cancellations/unassignments may be excluded (see exclusions above).
3) Will a customer cancellation hurt my score?
It will not if the cancellation is outside your control. If you see a cancellation reduce your score, contact Driver Support to review it.
Note: Customer cancellations and support-driven changes can sometimes display as score drops. If it wasn’t your fault, ask Support to review and exclude the order.
4) Can orders be manually excluded?
Yes. Driver Support can manually exclude an order if needed.
5) Can Support remove an unfair score hit retroactively?
In many cases, yes—especially when it’s clearly outside your control. You must provide a specific order number to have an action reviewed.
Note: Driver Support CANNOT do full account reviews to adjust your score. They can take a look if you have a specific order you want reviewed. Any request without a specific order number will be ignored.
6) What is Unassigned Order Rate?
This measures how often you ask to be unassigned from an order.
7) What’s the difference between Unassigned Order Rate and Order Completion?
They’re related but different:
Unassigned Order Rate: you request to be unassigned.
Order Completion: whether the order is completed without cancellations or removal (including situations where you’re removed).
Note: These can feel similar, but they track different behaviors (requesting vs. outcome/removal).
8) What if I’m unassigned for something outside my control (like incorrect item dimensions)?
That type of unassignment will not count against you. If you see your score impacted, contact Support to review.
Note: If the order details were wrong (example: item won’t fit because dimensions weren’t accurate), ask Support to exclude the order.
9) What is Engagement Rate?
Engagement measures how often you respond to smart order offers by taking an action (accept or decline).
10) Does declining offers hurt my score?
Declining is still a response, and it will not be treated as “bad performance.” If you see declines affecting your score, contact Support.
11) Why does engagement sometimes look worse when it’s slow in my market?
If you receive very few offers, engagement scoring can look unusually sensitive. As volume increases, this typically stabilizes.
12) What does “Needs Work” or “Low Impact” mean?
Those labels are visual indicators for categories that may be lowering your score or contributing less strongly. Check which category is flagged, then focus on the behaviors tied to that category.
13) Will there be a more detailed breakdown of what changed my score?
A more detailed “what changed your score” breakdown may be added so you can see which actions moved the score up or down.
14) What should I do if I think my score is wrong?
Email drivercare@dispatchit.com with:
Order number(s)
What happened
Why it was outside your control
Screenshots if possible
15) I’m a new pro, why is my score blank?
New pros may see an empty score screen until they respond to offers or complete stops.
16) How can I improve my Driver Score quickly?
Focus on the biggest weighted areas:
Complete orders when accepted
Stay on-time for pickups/drop-offs
Avoid requesting unassignments unless necessary
Respond to offers (accept or decline)
17) What affects my score the most?
The biggest components are:
Order Completion (35%)
On-Time Performance (30%)
Then Unassigned (20%) and Engagement (15%).
18) If everything is green except one category, should I worry?
Not always. A single category (often engagement) can fluctuate more depending on offer volume. If it doesn’t match your behavior, contact Support.
19) Does location matter as much as Driver Score for Smart Order Matching?
Location matters, but Driver Score is the primary factor for priority; your proximity helps determine who can realistically complete the work.
20) Who do I contact if I have questions about my Driver Score?
Email Driver Support at drivercare@dispatchit.com.