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Carrier Performance

Mothership's commitment to our customers is providing reliable, lightning-fast logistics, powered by the best technology. To achieve this commitment, carriers will be assigned a performance rating based on their performance with each key metric: On-time pickups, on-time deliveries, and canceled loads.

 

Providing reliable service to shippers is critical to the Mothership network. The Carrier Rating was created to provide carriers with visibility into their performance and our system uses this to provide more offers to carriers that provide a more reliable level of service.

 

Carrier Performance Standards

  • Reliable carriers are those that:

    • Maintain an on-time pick-up rate >95% and an on-time delivery rate >95%.

    • Accept offers that they are able to complete on time. Cancellations negatively impact reliability in our network. Late or frequent cancellations will affect a Carrier Rating and likelihood of receiving offers in the future.

    • Use the Mothership App while hauling a load offered by Mothership. Use of our app not only helps the carrier earn more money per mile but it also helps optimize your route based on the shipment ready time which helps you achieve your on-time rating. Carriers using the app receive more offers.

Definitions:

  • On-time pickup - Arriving within 15 minutes of the provided arrival time

  • On-time delivery - Arriving at delivery before the delivery window ends

  • Canceled load (offer) - accepting an offer and canceling the load before pick-up arrival

How Carrier Ratings are Calculated, Requirements:

  1. On-time performance is evaluated using the last 50 stops of the carrier

  2. Load cancellations are evaluated using the last 50 loads accepted by the carrier

  3. To account for carrier Mothership history, we will qualify carriers who have completed 10 stops AND accepted 10 loads since February 2023

  • Note: Mothership reviews only the most recent 50 stops which means we understand that sometimes things can happen to prevent a perfect shipment. Since the Carrier Rating is based on a large number of stops and dispatches, one or two short term issues won't have much of a negative impact.

Additional Information and Procedures:

Each of the loads offered is created with a pickup and delivery window as requested by the shipper. Arrival is considered on-time if it is within 15 minutes of the provided arrival time. It is important that the carrier marks that they have arrived at a stop in the app (not doing so could result in being considered late). On-time performance is based on when the carrier arrives at a location, not at departure.

 

If you're running behind schedule, you can update the arrival window in the Mothership app. Tap on the stop where you're delayed, and select Call on-site contact to request permission to arrive late. Once you have the on-site contact’s approval to extend the arrival window, you can update it yourself in the app. You will be asked to enter their name, the new service window, and the reason for the delay. If a delay occurs but the extra time was not recorded in the app as required, notify operations immediately with details of the incident to ensure necessary adjustments, like arrival time corrections, are made.

 

Please note that you must get approval from the on-site contact at the pick-up or delivery location in order to change the arrival window. See How to change service windows in the Mothership app for a more detailed breakdown.

  • Note: If the carrier arrives at pickup and the freight is not loaded, it does not count as a canceled load.

  • Note: A carrier's arrival time is captured when the carrier clicks that they have arrived in the app. Mothership Support is unable to edit this time.

  • To manage pickup issues such as missing freight, mark your arrival in the app and select the corresponding reason when prompted if unable to load. Complete all steps in the app to remove the shipment from your dashboard and avoid negative impacts on your score.

 

Cancellation Information

Loads can be canceled by the carrier, in-app before the carrier arrives at the pick-up location. Because cancellations negatively impact reliability within Mothership’s network, late or frequent cancellations will affect Carrier Rating and the likelihood of receiving offers in the future.

 

Be sure to review all load details before accepting the offered load. Once you accept, you are agreeing that you and your truck meet the requirements. Loads can be canceled by the carrier, in-app before the carrier arrives at the pick-up location. You can learn how here.

 

Not all cancellations are weighted the same. For example, canceling the load shortly before pick-up will have a great impact on your rating. In this case, you have put the shipment at risk whereas canceling the load earlier has less of a negative impact as Mothership will have ample time to dispatch to other carriers. Cancelling a route is worse than cancelling a single shipment and contacting support to cancel on your behalf, when you can cancel via the app, will have greater impact.

 

 

Carriers using the App receive more offers.

When hauling a load arranged by Mothership, it is expected the carrier has the App turned on with enabled location sharing to ensure the accuracy of arrivals and departures. This accuracy allows the customers to follow their pickups and deliveries in real-time, eliminating the need for ETA status calls to both carriers and Mothership. The live-tracking feature also helps receivers ensure their freight is ready upon your arrival, keeping your schedule as smooth as possible.

 

Additionally, our load-matching technology relies on a carrier's precise location in order to offer you the most loads available. You can manage your details in real time via the App without having to wait. When you have your location shared always, you are always eligible for nearby loads.

  • Do not share login details: The carrier assigned and delivering the load is using the app. The carrier using the app will have their location details tracked.

  • In-app navigation usage: provides the carrier with the option of using the suggested optimal routing for each pickup and delivery. Proper app usage also ensures your on-time arrival while keeping customers up to date on their deliveries.

    • Update your stop status in the app upon arrival and departure at the location for accurate on time which improves your ability to receive loads in the future. Should you attempt to update status when you are not at the location, you will receive a warning message about completing stops away from the actual location.

      • Cancellations: While cancellations are discouraged, we understand life happens and you may not be able to deliver a load previously accepted. Carriers with lower cancelation rates are matched with more loads

        • How to cancel a load - You should not contact support, you can cancel a load before pick up in the app

  • Uploaded documentation: All required documentation, BOL and DR when necessary, need to have a clear picture and be uploaded via the app within 24 hours of shipment completion.

    • Hand your phone to the receiver to collect the required digital signature

    • When noted as a requirement, uploading a clear delivery receipt once your load is complete is a crucial step in receiving your earnings.

    • Freight not ready: Upon arrival, things may happen outside of your control and you have waited the required 20 minutes and the freight is not ready. You do not need to contact support, you can remove the load from your schedule.

We expect carriers on our network to uphold a high standard of service.

The Mothership network is very powerful. Mothership supplements existing work, so carriers don't have to hunt down loads, allowing carriers to get more loads in their area without having to find and manage relationships with clients. Additionally, carriers can not either directly or indirectly, solicit for business. Maintaining professional conduct and a high Carrier Rating will lead to more offers.