To promote successful Shop & Deliver services, shoppers can view their performance metrics in the Driver app by going to Profile Hub > Shopping trips. Here, you can see your Found Rate and Replacement Rate for the last 25 Shop & Deliver trips over the past 3 months.

Found Rate

This percentage indicates how often you found the exact items requested by the consumer. It’s calculated as:

(Total number of original items found ÷ total number of items requested) x 100

Why does the Found Rate matter?

Finding every requested item is key to delivering a great experience. For instance, if a consumer orders ingredients for a special meal, missing even one item can spoil their plans.

Replacement Rate

This percentage indicates how often you found suitable replacements for out-of-stock items based on consumer preferences marked as “Best Match” or “Specific Item”. It’s calculated as:

(Total number of suitable replacements ÷ total number of out-of-stock items) x 100

Items rejected by the consumer or refunded don’t count as replacements unless you chose it from the replacement suggestions provided by the app.

Why does Replacement Rate matter?

Choosing high-quality replacements for out-of-stock items shows attention to detail, which consumers greatly appreciate. We recommend always checking for potential replacements when the consumer chooses “Best Match” or “Specific Item”.

For example, if you find 17 out of 20 requested items and replace all 3 unavailable items, your Found Rate would be 85%, and your Replacement Rate would be 100%.

Factors for calculating metrics

• Metrics are calculated after at least 10 completed Shop & Deliver trips
• Calculations are based on the last 25 Shop & Deliver trips within the last 3 months
• If an order is canceled after you’ve completed shopping, it still counts toward your metrics
• Metrics consider items, not units, as it better reflects your effort (e.g., 4 bananas and 3 apples count as 2 items)
• For the Replacement Rate, only items with consumer preferences marked as “Best Match” or “Specific Item” are considered
• If you chose a replacement suggested by the app and it’s rejected by the consumer, it still counts as a valid replacement
• Any discrepancies due to fraudulent actions by the consumer will be excluded from the calculations