These changes are tentatively scheduled to go into effect in August 2025
What's Changing?
The current metrics to become a Reliability Rockstar do not fully reflect the aspects of reliability that most directly impact the customer experience. To continue driving orders to our most reliable partners, we'll sharpen the criteria for Rockstars by adding two more qualifications for the program:
- Delivery Tracking
- Percentage of orders where delivery tracking is provided to the customer so they know where their order is and when delivery is completed.
- Goal: ≥75% of orders provide delivery tracking
- Order Accuracy
- Percentage of orders that are fulfilled without issues such as: missing food, missing utensils, dietary requests not accommodated, special instructions not followed, food not edible, wrong delivery location, delivery instructions not followed, etc.
- Goal: ≥99% orders delivered accurately
We’re also moving to a rolling 90-day evaluation period for Reliability Rockstar status. Each day, your eligibility will be based on your performance over the previous 90 days. You’ll keep your status as long as you meet the criteria during that period. This change aligns with our Operational Metrics.
Updated Criteria for Reliability Rockstar
- 6 or more Marketplace orders in 3 months
- No Cancellations
- Less than 0.5% Rejection Rate
- 98.5% On-Time Delivery Rate
- 75% Delivery Tracking (new)
- 99% Order Accuracy (new)
What are my options for Delivery Tracking?
Delivery Management
- Assign a Driver and provide delivery updates to the customer on the status of their delivery.
- Drivers can utilize our web-browser workflow or download the ezManage-Delivery App available in the App Store and Google Play Store.
- Click here to read more about our Delivery Management tools.
ezDispatch
- Any orders where ezDispatch is responsible for delivery will automatically provide delivery tracking to the customer.
Delivery Integrations
- Integrate your ezCater orders into your existing delivery systems.
- Connect directly or go through a partner: Cartwheel, Shipday and MSI.
What goes into Order Accuracy?
Order accuracy refers to the percentage of orders that are delivered to customers without any reported issues. Reported issues may include:
- Missing food/utensils
- Food bad/inedible
- Dietary requests not accommodated
- Food not individually packaged
- Not packaged as requested
- Packaging bad or damaged
- Not labeled as requested
Issues related to delivery time are not included in order accuracy; those are measured separately. In short, order accuracy boils down to whether the customer received exactly what they ordered and if it was prepared correctly.
If you have any questions regarding these upcoming changes please reach out to Partner Success.