What is service quality reporting?
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Operations Quality Reporting Guide
Merchant Success Best Practices Guide [Printer Friendly]
In this article
Operations Quality: How are goals set?
Metrics
Avoidable Wait
Avoidable Cancellations
Downtime
Order Accuracy
Customer Rating
Operations Quality Reporting in the Merchant Portal
The perfect delivery requires close collaboration between DoorDash and our valued Merchants.
We’re adding new operational data points on the Merchant Portal Dashboard section to help strengthen our partnership and bring Customers a delightful experience each time. This means that Customers can reliably order from you when you are open for business and the delivery is complete, fast, and has no errors.
What’s New?
In your Merchant Portal, you will see under your Dashboard (Business & Store pages) a new section, Operations Quality, which will showcase key metrics that drive operational excellence and your overall performance.
Click “View More” in the right corner to take you to the “Operations Quality” tab (also accessible from the main menu under Insights tab) for a detailed view of your overall performance.
Operations Quality
How are goals set?
Each Operations Quality goal is based on the average yearly performance of the top 20% of merchants. Meeting metrics goals ensure you’re performing at the level of other top merchants on our platform.
“Areas requiring your attention" snapshot
Metrics where your store/business is performing under goal will show up under this section.
"Areas on track" snapshot
Metrics where your store / business is on target with goal will be displayed in this section. Keep up the great work!
Metrics
Avoidable Wait
Avoidable Cancellations
Downtime
Order Error Rate
Customer Rating
Avoidable Wait
This measures how long Dashers are waiting for food after you confirmed it would be ready. By keeping wait as low as possible, you can help lower your delivery times. Customers are more likely to order from Merchants with faster delivery times.
Improvement Levers:
- Dasher Instructions → Set parking and pickup tips in the Portal
- Busy Kitchens Tablet feature → Update Kitchen Status on tablet
- Accurate Prep Times → Edit estimated prep time in tablet or POS
- Designated Pickup Racks / Area → Creating a clear pickup area for Dashers decreases in-store confusion
Details Page View
You can access a detailed list of all late orders by clicking on “View Late Orders” on your Wait Time tile under Operations Quality.
Tooltips:
Avoidable Wait: The average amount of time Dashers wait for orders at your store after you said they would be ready.
Total Dasher Wait: The total amount of time Dashers wait for orders when they arrive at your store
Confirmed Order Ready Time: The Order Ready time that you confirmed and sent to DoorDash either using the tablet or your POS.
Dasher Arrival time: The time that the Dasher responsible for delivering the order arrived at your store, based on their GPS location and when they let DoorDash know that they’ve arrived.
Order Picked Up Time: The time that the Dasher responsible for delivering the order marked the order as “Picked Up” or left your store, whichever was first.
If you are viewing at the Business level, you can select “View Details” to get a breakdown of store ranking by Avoidable Wait and an overview of all your stores. To view late orders, switch to a specific store.
Avoidable Cancellations
This measures orders that were cancelled for reasons that are within your store’s control. Each order saved is more sales for your Store. Customers are less likely to return when they have an order cancelled.
Impact of healthy operations and low cancellations: In addition to keeping our mutual customers happy and coming back, Merchants with strong operational performance can become eligible for Most Loved, a rewards program designed to recognize and celebrate our top-performing restaurant partners, with benefits including access to preferred in-app placement and new customer attraction. Stores will qualify based on a combination of strong customer ratings and operational performance. Learn more here.
How Can Stores Qualify for Most Loved?
To qualify as a Most Loved restaurant, stores must:
Maintain an overall lifetime customer rating of 4.5+
Meet the following benchmarks on a monthly basis:
Less Than 0.3% Cancellation Rate
Less Than 2.25% Order Error Rate
Less Than 2 mins Average Avoidable Wait
4.7+ Overall Monthly Rating
25+ deliveries
Cancellation Categories: Orders may be cancelled for various reasons including your store operations, Point of Sale issues, and customer requests.
Avoidable Cancellations: Orders cancelled for reasons related to your store operations
Store closed
Too Busy
Item out of stock
Staff Requested
No confirmation
Extreme Dasher Wait Time
Point of Sale Cancellations: Orders cancelled for reasons related to your Point of Sale
Item out of stock
Menu data mismatch
Technical error
Store open but unavailable for POS orders
Other Categories:
Customer Cancellations (cancelled directly by your DoorDash customers)
Sample Cancellations Categories Breakdown:
Improvement Levers:
- Ensure Correct Hours → Update hours in Portal, POS, or tablet
- Ensure Menu is Up-to-date → Update in Portal, POS, or tablet; please make sure to either temporarily or permanently mark items out of stock if they run out at any point in the day or are no longer available indefinitely (Marking an Item Out of Stock Guide)
- Busy Kitchens Tablet feature → Pause your store if you are too busy to accept orders or update your Kitchen Status to “Busy” to increase your prep time on your tablet
- Accurate Prep Times → Edit estimated prep time in tablet or POS
- Dasher Instructions → Set parking and pickup tips in the Portal if your store is hard to locate or can be easily missed by Dashers
- Confirm Orders ASAP → Quickly confirm orders in the tablet
Remember:
Customers who experience an avoidable cancellation after ordering from your store are less likely to order from you again in the future.
Details Page View
You can access a detailed list of all Avoidable Cancellations by clicking on “View Details” on your Cancellations tile under Operations Quality.
Tooltips:
Avoidable Cancellations Rate: The percentage of cancelled orders you could have avoided by improving store operations
Sales Lost: The subtotal value of avoidable cancelled orders resulting from store operations
View all or filter by Cancellation Category
Click “Order Details” to view payout status and transaction details.
The payout status for each cancelled order will note whether you were “Paid” or “Not Paid”, followed by the explanation. In some cases, if you confirmed and already prepared the order before the cancellation, you will be paid.
To learn more about our cancelled order payout policy, please visit our Community Article for details.
Quick Guide: Cancelled Order Merchant Payout Policy
Downtime
This measures the amount of time your Store was unavailable / temporarily deactivated to customers despite being within your open hours. Excessive cancellations, wait, or pausing may lead to downtime.
Operating hours:
The earliest Start Time until the latest End Time of all active menus for a given store. If there is a gap in the middle of the day, that should not be included as downtime. For example, if Store opens 9am-11:30am for Breakfast, and 5-9pm for Dinner.
If there are special hours, these should supersede the Operating Hours.
Unavailable to Consumers include:
Temporary Deactivations
Pauses from the Tablet
Improvement Levers:
- Busy Kitchens Tablet feature → Utilize the Busy Kitchen Status instead of Pause so Customers can still place orders
- Ensure Correct Hours → Confirm business hours in the Portal or tablet to avoid “store closed” cancellations
- Olo Mismatch Report → Regularly run report to identify any POS mapping discrepancies / menu errors
- Reduce Dasher Wait → Restaurants should set clear parking instructions in the Merchant
Portal and update accurate prep times in the tablet.
Details Page View
You can access a detailed list of all temporary deactivations by clicking on “View Downtime” on your Downtime tile under Operations Quality.
Tooltips:
-Downtime: Total amount of time your store was made unavailable during stated open hours
Includes all pauses & temporary deactivations impacting the store. Downtime minutes will only include deactivated time during stated open hours. If the full duration of your deactivation spans through non-business hours, the “Closed” hours will not be included in Downtime.
(Example: Store Open Hours 8:00am - 7:00pm → Deactivation: 6:00pm - 7:00am next day → Downtime = 60 min)
Select date period and view All or filter by Deactivation Type Category
Order Accuracy
The Missing or Incorrect rate is a measure of orders reported with missing or incorrect items. This order accuracy measure only includes errors that can be impacted by store operations.
Improvement Levers:
- Ensure Menu is Up-to-date → When items are out of stock, immediately update your menu on your tablet, in the Portal, or if Point of Sale integrated via your POS menu.
- Check Off Items when Bagging → Using the printed expeditor ticket, check off items with a pen or highlighter as they are bagged
- Bag All Items Together → Bag all items together in one bag and seal the bag to ensure quality and accuracy.
- Labeling Orders with the Customer’s Name → Attach printed ticket to the bagged order and label the bag with the customer name in large print. See more: Merchant to Dasher Order Pickup Verification
Details Page View
You can access a detailed list of all error charges by clicking on “View Error Charges” on your Order Accuracy tile under Operations Quality.
Tool tips:
-Missing or Incorrect Rate: The percentage of orders with missing or incorrect items, attributed to your store operations
Select date period and view All or filter by Error Charge Category
You will be able to see which component of the order was incorrect, and what the error charge is. Click on “Order Details” to see the full breakdown of the order and total payout after error charges.
Customer Rating
A measure of how you are rated by your customers on DoorDash.
Tool tips:
-Average Rating: The average star rating received on DoorDash for the selected store(s) and timeframe
-Ratings Received: The total number of ratings received on DoorDash for the selected store(s) and timeframe
You can respond to customer feedback within 7 days of receiving it. While it's not required, it’s an excellent way of showing that you appreciate their patronage and the effort of writing a review.
