Notes

Hi Adrian,

Thanks for reaching out. I understand your concern and would love to help address the points you’ve raised. We provide Customers with the option to submit ratings because we value all types of feedback and rely on user input to build a world class delivery experience. We automatically remove low ratings resulting from extremely long wait at merchant and missing items when bags are sealed.

Overall customer rating is calculated from the 100 most recent ratings submitted by customers on their delivery (not food) experience. This is called a rolling average, because new scores replace old scores, allowing Dashers to improve their rating by “flushing out” older lower scores with newer higher scores as they become more experienced. This means that even if you drop below a perfect 5.0, you can get back up to 5.0 if you continue to earn enough perfect scores.

Note that sometimes you may see your rating change even if you haven't recently completed deliveries - this is because customers may leave ratings for older deliveries as well.

Completion and Acceptance Rates
Some order unassignment or decline scenarios can be complicated, and we’ve taken this into account when devising the logic of the ratings system. Note that when an order is cancelled, this will not impact your Completion Rate or Acceptance Rate!

Also note that Dashers cannot be deactivated because of a low Acceptance Rate.

Average Customer Ratings
I’ve put together the following best practices to help you improve your Average Customer Rating:
Ask the merchant to confirm all order items are included but do not open sealed bags.
Use a hot-bag and space blanket to deliver meals at the expected temperature to Customers.
Separate hot and cold items so they don’t impact one another.
Keep the Customer updated! Customers always appreciate a heads up when you’re running a few minutes late or if any clarification is needed for the order.
Be professional and respectful in all of your interactions with Merchants and Customers.
If you ever run into a situation you need help with, chat in with DoorDash Support through your app!
Keep up to date on product changes and review best practices in the Dasher Help Center!

We’d love your thoughts. Your feedback will help us improve for you and other Dashers. You may send your feedback here.

I hope this information helps and I appreciate your proactive efforts to improve your rating! Please see our article “Dasher Ratings Explained” for even more information.

Your reference number for this contact is 437595687.