Quality First: Clearer Feedback & A Better Ratings Experience for Shoppers

Instacart shoppers fill thousands of grocery baskets every day, delivering fresh groceries and pantry staples that busy people and families rely on to power their households — it’s lunchbox essentials, desk-side snacks, family dinners and everything in-between. At Instacart, it’s our responsibility to ensure that as shoppers you have the resources and support you need to provide high-quality, exceptional service for those customers who rely on you.

As we announced earlier this year, we’re making quality a top focus in 2019 and are launching new features and improvements designed to help us get better with every order together. As part of our Quality First campaign, we’ve focused on making ratings more detailed and giving you more customer feedback when you need it.

Here’s a closer look at the updates we’re releasing over the coming weeks:

Rating Shoppers & Drivers Separately

We’ve heard from shoppers that you want to be rated based only on the services you provide. Starting today, for orders that involve multiple shoppers, we’re asking customers to rate each individual separately. That means there will be different feedback questions and ratings for the shopper and the delivery driver. This creates a more fair experience for everyone and ensures the customer gives the right feedback to the right person.

More Feedback from Customers

The quality of groceries delivered is important to customers. If you receive a low rating, we believe you deserve to know why. Starting soon, customers will be asked to provide feedback on all orders rated 4 stars or below. To make this process easy, we’ve created a few different feedback categories including items found, quality of items picked, replacements, and communication. And, since it’s equally important to know what you’re doing well, we’ve also added positive feedback categories for when you provide excellent service.

Separating Ratings & Order Issues

Based on your feedback, we understand there are certain order issues that are out of your control. In the past, customers have only been able to report an issue when they’re rating an order 4 stars or less. Going forward, customers will be able to report an issue regardless of what they rate. This means shoppers can still receive a 5-star rating for excellent service and any order issues won’t count toward your overall rating.

Clearer Ratings To Track Your Progress

In line with our focus on quality, we’re also testing a redesigned version of the “How Am I Doing?” page to provide more customer ratings details for shoppers. With every update, it’s important to ensure any new features are useful and easy to understand. The updated page has been redesigned with the goal of highlighting customer feedback and showing your average star rating based on your last 100 orders.

The redesigned “How Am I Doing?” page will also offer shoppers a detailed breakdown of your customer ratings, general feedback from customers, a comprehensive look at batch acceptance rate, shop speed, and reliability, and personalized suggestions to help you get better with every order.

We understand you care deeply about creating a great experience for Instacart customers and believe that sharing clearer feedback from customers will help you provide the best service possible. These updates are a direct result of the feedback we’ve received from shoppers, and we’ll continue working closely with the community to build the best shopper experience, together.

The Instacart Shopper Experience Team

Instacart

Author

Instacart is the leading grocery technology company in North America, partnering with more than 1,400 national, regional, and local retail banners to deliver from more than 80,000 stores across more than 14,000 cities in North America. To read more Instacart posts, you can browse the company blog or search by keyword using the search bar at the top of the page.