Operational excellence is one of the key areas that make up your Uber Eats success score. This metric helps measure how consistently your store delivers accurate, on-time, and high-quality orders — all of which matter to customers.
This metric is calculated using a blended summary of four key signals from your store’s operational performance:
Unfulfilled Orders: Percentage of orders that are rejected, cancelled, or go unaccepted.
Order Preparation Delays: Percentage of orders that are not ready by the estimated handoff time and cause avoidable courier wait time.
Order Accuracy Issues: Percentage of orders that customers report missing or inaccurate items, or receiving the wrong order.
Food Taste or Quality Issues: Includes reports of food being burnt, stale, or otherwise not meeting expectations.
Important Note: We intentionally exclude issues that may be caused by couriers or external factors — for example, if a customer reports an order arrived damaged during delivery, that won’t count towards your operational excellence metrics.
Your Operational Excellence summary is refreshed daily based on your store’s performance over the past 84 days (roughly three months).
Your Operational excellence summary at the end of each month will go into your overall success score, which is updated on the first of each month in Uber Eats Manager.
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