Customer Rating Tips

DoorDash Customers rate you on a 5.0 scale and you’re subject to being deactivated if your rating falls below 4.2.

I have a love/hate relationship with their rating system. It does indeed get rid of poor performing dashers quickly, and as a group, we don’t want bad dashers.

If a customer has a negative experience with a dasher, they may not order again. That hurts all of us. If a restaurant has a bad experience with a dasher, they may not want to be a part of the program anymore. Again, that hurts us.

With that being said, we do not get any feedback as to why a customer rated us poorly and we don’t even get a break-down of our ratings. We don’t know, for example, how many customers have rated us and what those ratings consist of.

At just over 800 deliveries, I have not found ratings to be a big issue. I’m currently at a 4.89 and the lowest I’ve been is a 4.68.

If you’re being polite and professional, there are two main reasons customers will give you a poor rating: 

1) Incorrect order/missing items
2) Cold food

Important: When you’re new, you might notice a very poor customer rating. As an example, 2.5 with only 10 deliveries.  Your first instinct will be to freak out. Don’t. DoorDash understands you need 100+ deliveries for your customer rating to average out. Just give it time. 

You might hear a lot of tips and tricks to keeping your ratings high, but I’ll go over mine:

1) I do my best to check the order for accuracy. We can’t open containers, but I can count them. I show my screen to the restaurant so they can see the order. After I count the items, I make sure there’s sauces and condiments if needed.

2) I always take their food out of my hot bag and say thank you.

3) I always deliver to the door; hotel, office building or apartment. 

4) I never take orders more than 7 miles, and that’s 7 total miles; from my car to the restaurant to the customer’s house. If I’m right at the restaurant, the longest I’ll travel to the customer’s house is 6 miles. Why? Cold food. 

One big issue with the rating system is happy customers tend not to rate, but unhappy customers almost always rate. As unfair as it may be, customer can give us low ratings for things out of our control, like cold food (if we were jammed up in traffic) or incorrect orders (no onions on the burger, but it comes with onions.)

To even the scales, I only discuss ratings with customers who are very upbeat and talkative. Only with those customers do I discuss how important it is for them to give me a rating.

HELP, MY RATINGS ARE TERRIBLE! 

Remember that you’re asking someone to give you a five star rating. That’s not going to happen if you just hand them the food and leave. This is a customer service job and our job is to give customers a great experience. 

In your mind, just handing the food and leaving is doing your job. It is, but you would take time out of your day to go back into the app or site to give five stars? Most people won’t.   To make matters worse, unhappy customers will give you a low rating, even if the issue was out of your control, such as a wrong order where you didn’t have the ability to check.

It’s vital that you’re checking the order. You can’t open containers but you can count the items and simply do your best to make sure it’s all there. If you’re not doing this, expect low ratings. I catch, on average, one mistake per 10 orders. If you’re not catching any mistakes,  chances are you’re not checking. 

Stay in touch with your customers. If there’s a delay at the restaurant, text them. You don’t need to “over text” since they get notifications during the process. 

Always take the food out of the hot bag in front of your customer. It’s simply professional. And if the food isn’t hot, at least they know you tried. Thank them for their order. That matters. Other than that’s, very small things can matter to people: 

  • Don’t speed up to their house or when you’ve leavings. Some people are very sensitive to your speed in their neighborhood. 
  • Don’t walk across their lawn.
  • Be clean. No one wants someone handing them food in dirty clothes. 
  • Deliver to every door. If you call the customer and tell them to meet you, you can expect a low rating from that customer. This means apartments, hotels and office buildings. 
  • Don’t deliver too far from the restaurant – 6 miles max. 

Realize that the rating system, although far from perfect – works. DoorDash needs drivers and they’re certainly in no position to deactivate hundreds or thousands of good drivers each week. A 4.2 is a pretty low score. I bounce between 4.9 to 4.82. The lowest I’ve gone is 4.68 which is a long way to go before hitting 4.2. 

If you’re brand new, you’ll have to wait until you get to at least 100 deliveries before you freak out. But after 100 deliveries, if your score is very low, you’ll have to take time and go over what you’re doing. If you’re not really doing your best to check every order to the best of your ability, that’s likely the issue. 

UNASSIGNING AS A WAY TO AVOID A POOR RATING

This has only happened to me twice, but in both cases, the customer was very rude when I reached out to them about their order. In one case, it was going to be a longer wait at the restaurant. I got in touch with the customer and she was extremely condescending and rude. I unassigned. 

In another case, the customer was trying to get extra items for free. When I told her the restaurant would charge for those items, she got very rude. Unassigned. 

My completion rating needs to be over 70% but is based on the last 100 deliveries. That’s fine. But the customer rating is based on the last 100 ratings, not deliveries. Since most people don’t rate, it could take hundreds of deliveries before a bad rating falls off. Note that I’ve only done this twice out of the last 750 deliveries. My goal is to deliver to order to the customer, not unassign.