Quality index
The Quality index section has all the restaurant performance metrics important to users. Here you can track how well the restaurant handles preparing and handing over orders to couriers.
This section also has performance targets that you should always try and reach. This will help you:
- Maintain a high rating, which leads to higher user loyalty and a reputation as a top-quality restaurant.
- Increase the number of orders because people are more likely to choose restaurants with high ratings.
In the future, we plan to acknowledge restaurants in some special way for meeting targets. For example, by featuring them in top restaurant selections in the user app.
Monthly quality metrics and targets
What each metric means
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The rating is a restaurant's average score based on the last 200 user ratings and cancellations by the restaurant. Check this article to learn more about the rating.
Target: ≥ 4.2
Maintain a high rating and don't let it drop. To learn more about this, check this article.
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Number of orders per month means the number of completed orders during a calendar month.
Target: ≥ 40 orders
You can achieve this target if you complete at least one order per day. Canceled orders don't count.
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Wrong orders per month means the share of orders with incorrect contents out of all orders delivered in a calendar month.
To calculate this metric, we take the number of user complaints about orders with missing or wrong items. We don't take into account complaints about missing utensils.
Target: ≤ 0.2 %
To avoid errors, check the order contents before you start preparing the order and before getting it ready for delivery — that way you'll deliver exactly what the user wanted.
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Orders with preparation delays means the share of orders with a 10+ minute preparation delay out of all orders prepared during a month.
To calculate this metric, we take the time from order acceptance until the status is changed to Order ready. Assign this status to orders on time so the system calculates your preparation time correctly.
Only for restaurants with orders delivered by service partners.
Target: ≤ 15 %
If you don't have enough time to prepare all orders, enable High demand mode. This lets you increase your preparation time window and retain your orders. Check this article to learn more about high demand mode.
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Note
- Quality targets may change over time. We'll let you know of any changes in advance.
- The Quality index section shows the metrics for the previous day.
- Metrics are calculated every calendar month, so on the first day of each month all metrics are reset except for the rating.
FAQ
What period are metrics calculated for?
Metrics are calculated based on the previous calendar month's results. In the following month, all metrics except for the rating are recalculated.
Where can I view orders with problems?
To see which orders caused your rating to go down, go to My restaurants → select the restaurant → go to the Rating tab. Here, you can see how the rating changed and which orders were rated low by users.
If you have questions about other metrics, message us in the Support section so we can help.
How is the preparation delay metric calculated?
This is the share of orders with a 10+ minute preparation delay out of all orders prepared during a month.
Activate the Order ready status at the correct time so the system calculates your preparation time correctly.
How is the wrong orders metric calculated?
To calculate this metric, we take the number of user complaints about orders with incorrect contents, including complaints about missing drinks and dips.
How is the rating calculated?
The rating is a restaurant's average score based on the last 200 user ratings and cancellations by the restaurant. Check this article to learn more about the rating.
To see if you met the target, we look at your rating on the last day of the month.