Quality First: Understand Your Rating

As the Instacart shopper community grows, we continue to look for ways to make shopping with and ordering from Instacart the best possible experience. We’ve consistently seen that many shoppers are highly motivated to deliver the great service that customers expect, seeking to make customers’ days — and refrigerators — filled with goodness.

Earlier this year, we announced a new shopper initiative that makes quality our number one focus, introducing new features and improvements designed to help us get better with every order. We’ve made intentional steps throughout the year to reinforce our commitment to quality as the top priority for customers, shoppers, and Instacart as a whole.

We want to ensure that all shoppers have the tools they need to pick, pack, and deliver with quality. That’s why we continue to invest in ways to educate shoppers about quality and give them the resources they need to understand how to deliver great service and get better with every order.

Redesigning the “How Am I Doing?” Page

Shoppers rely on the “How Am I Doing?” page to show important information about their recent orders, customer feedback, and tips on how to improve. We’ve been carefully listening to shopper feedback on this page and redesigning it to make it more intuitive and useful. Now, we’re excited to be introducing a newly redesigned “How Am I Doing?” page that will highlight your average star rating (out of your last 100 orders) and provide helpful details and feedback about your shopping.

In addition to an updated focus on quality, the “How Am I Doing?” page will offer a detailed breakdown of customer ratings from 1 to 5 stars, specific feedback from customers on important quality pillars including communication and item replacements, and suggestions to help you get better with every order. As always, you can also access a comprehensive look at batch acceptance, shop speed, and reliability, to keep track of the metrics that matter most to you.

Better With Every Order

Providing detailed information about your rating is important, but it’s just one piece of the puzzle. We feel it’s equally important to offer resources to help you improve your rating if you choose. We’re offering access to new, optional lessons directly from the “How Am I Doing?” page. These lessons will provide guidance on a number of important topics such as picking high quality items, customer communication, and more.

Coupled with the redesigned page and renewed focus on average star rating, we’ve made several changes to how customers rate shoppers, making ratings more detailed and giving you more customer feedback when you need it. For more information on these changes, check out our post: Clearer Feedback & A Better Ratings Experience for Shoppers.

And, as we continue to roll out new features and pilots across North America, we’re looking for more ways to reward top shoppers and celebrate the shopper community’s commitment to quality. Quality will continue to be an important factor for shoppers moving forward, and we encourage all shoppers to review their average rating and work to deliver with quality.

As we’ve said all year, as an extension of people’s households, we believe we should maintain consistently high quality in everything we do. A quality order from start to finish benefits shoppers, customers, and the entire Instacart community. The refreshed “How Am I Doing?” page is yet another step towards offering the best possible Instacart experience for customers and shoppers alike.

Instacart

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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.