ezCater's Operational Accountability program ensures our partners meet performance standards to deliver a consistently exceptional experience for all customers on every single order. We maintain operational accountability through specific standards for cancellations, rejections, on-time performance and food readiness. Locations that fall below these standards will be paused on our Marketplace.
Pauses and Progressive Steps
First Pause:
- Completion of a training course associated with your pause is required to resume activity on the Marketplace
Second Pause:
- You will need to meet with our Catering Partner Operations Team to review your account and methods for preventing further pauses
Third Pause:
- A third pause is cause for removal from the ezCater platform.
- Note: Partners on a third pause due to on-time performance may transition to automatic ezDispatch to remain active on the platform.
Thresholds for Accountability
Rejections & Cancellations:
These are two of the biggest pain points our customers can face and two situations that we aim to completely avoid. Rejections and Cancellations can cause a lot of unwanted stress on our customers especially when they need to find last-minute replacement orders for 25 people. Our goal is to make sure that we are only sending you orders that you can accept.
- Rejection: An order that is turned away instead of being accepted
- Cancellation: An order first accepted and then cancelled prior to the delivery/pickup time.
- Customer cancellations do not affect this metric.
Review the thresholds below to understand what leads to your store being at-risk and what leads to having your Store paused :
On-Time Delivery (Self-Delivery)
This metric applies to restaurants that self-deliver and for any takeout orders from your location. Orders where ezDispatch is assigned will not affect this metric. We consider delivery to be on-time if the order arrives in the delivery window: the 15-minutes leading up to the delivery time requested by the customer. For example, an order set for delivery at 11:00 AM will have a delivery window of 10:45-11:00 AM.
Review the thresholds below to understand what leads to your store being at-risk and what leads to having your Store paused :
Ready for ezDispatch
This metric only applies to orders where ezDispatch is tasked with delivery. For these orders we track that you are able to get the food to the driver on-time so they can get to the customer on-time. Each order with ezDispatch will show you on the Order Details page as well as the order printout what time the driver will be on-site for pickup. It is your responsibility to ensure that the order is prepared, packaged and ready to walk out the door at this time.
We highly recommend checking out our new Food Ready for Pickup tool which will give timestamped proof that your order is ready on-time. Also be sure to check out our ezDispatch Best Practices article for tips and tricks on how to be successful on these orders.
Review the thresholds below to understand what leads to your store being at-risk and what leads to having your Store paused :
ezCater is deeply committed to being the most reliable business catering platform by providing tools and resources to all of our Catering Partners to successfully deliver all orders reliably. Greater reliability means greater customer satisfaction and loyalty — and greater success for us all. Be sure to check out our Operational Best Practices for helpful tips to avoid being paused.