The DoorDash platform uses a two-sided feedback system to maintain service standards, holding both Dashers and customers accountable. This mechanism incentivizes professional conduct from independent contractors and provides transparency regarding their performance. Understanding this system requires clarity on which metrics Dashers see and how customer feedback is processed.
The Visibility of Individual Customer Ratings
Dashers cannot view individual customer ratings or comments tied to a specific delivery they just completed. The system aggregates feedback, preventing the Dasher from identifying which customer left a particular star rating or review. This policy protects the customer’s identity and encourages honest feedback about the service received. Optional comments detailing specific issues are also not displayed to the Dasher alongside the individual order.
The Dasher app only displays a single, consolidated score representing overall performance, not a list of recent individual reviews. DoorDash uses this anonymity to prevent Dashers from contacting or retaliating against customers who provided unfavorable feedback. A Dasher’s score might change after a delivery, but they will not know which customer caused the fluctuation, reinforcing the focus on overall service quality.
How the Overall Dasher Customer Rating is Calculated
The Customer Rating is a composite score, calculated as a five-star average based on a rolling window of ratings. This average is derived from the 100 most recent ratings submitted for the Dasher’s deliveries. This “rolling average” means that as a Dasher completes new deliveries, the oldest rating in the 100-rating pool is dropped and replaced.
This calculation ensures the score reflects recent performance rather than a lifetime average, allowing Dashers to improve low ratings over time. Dashers who have completed fewer than 100 deliveries have their rating based on the total number of ratings received. The system requires a sufficient volume of deliveries before the rating becomes stable and begins to impact account standing.
The rating is based on customer assessment of the delivery experience, including professionalism, adherence to instructions, and overall conduct. Ratings are not automatically submitted; customers must actively choose to rate the experience in the app. A poor rating can thus have a disproportionate effect on a newer Dasher who has not yet accumulated 100 ratings to dilute the impact of an isolated incident.
Other Key Performance Metrics Dashers Track
While the Customer Rating measures service quality, Dashers also track other metrics governing their eligibility and access to delivery opportunities. The Acceptance Rate (AR) tracks how frequently a Dasher accepts delivery offers presented to them. This metric is calculated based on the last 100 offers sent, and declining an offer causes the rate to decrease.
The Completion Rate (CR) measures reliability, showing the percentage of accepted orders a Dasher successfully finishes without unassigning the delivery. This rate is calculated from the last 100 accepted offers and is strictly monitored by DoorDash. Maintaining a high Completion Rate demonstrates commitment to the accepted work.
Another tracked metric is the On-Time/Early Rate, which measures how often a Dasher completes the delivery within the time window estimated by the app. This measure is based on the last 100 deliveries and helps ensure prompt service. These metrics collectively provide a comprehensive performance profile that Dashers must monitor to ensure their accounts remain in good standing.
The Customer Feedback Process and Anonymity
The customer’s role in the feedback process begins immediately after the delivery is completed, when the DoorDash app prompts them to rate the experience. Customers are asked to rate the Dasher on a scale of one to five stars, with five stars representing the highest level of satisfaction. Below the star rating, customers have the option to provide more detailed feedback by selecting specific issues, such as professionalism, delivery speed, or following instructions.
DoorDash ensures that a Dasher cannot link a specific rating or comment to a name, address, or order number. This strict anonymity policy encourages customers to provide an honest assessment of the delivery service without fear of reprisal.
The optional written comments and issue selections are aggregated and used internally by DoorDash to identify trends and common issues among its Dasher population. This information helps the platform provide general guidance or address widespread service concerns. The customer’s feedback is used to refine the overall system rather than to facilitate direct communication or confrontation between the customer and the Dasher.
Consequences of Low Customer Ratings for Dashers
Maintaining a satisfactory Customer Rating is a prerequisite for continued employment on the DoorDash platform. The company enforces a minimum threshold, requiring Dashers to keep their Customer Rating at or above 4.2 stars to avoid potential deactivation. Falling below this minimum level places the Dasher’s account at risk of suspension or termination, making the Customer Rating one of the most significant metrics they track.
A high Customer Rating is also necessary to qualify for the “Top Dasher” program, which provides benefits like priority access to orders and the ability to work at any time without scheduling in advance. This status requires a Customer Rating of 4.7 stars or higher, demonstrating that the rating system functions as both a disciplinary mechanism and a reward structure. Consequently, Dashers are motivated to consistently provide quality service to keep their score well above the deactivation threshold.