How does the Carrier Rating system work?

Mothership employs a metrics-driven 5-star Carrier Rating system to evaluate your performance and aid your growth as a carrier. Your rating is updated weekly based on data from your recent load acceptances and the shipments handled in your last 50 stops. It considers factors like on-time pickups, deliveries, and weighted cancellations. High-performing carriers may receive more load offers while low-performing carriers risk reduced access to loads.

Important Updates to our Carrier Rating System - Effective April 18, 2024

We're making some key updates to ensure our rating system better reflects the level of service expected by our shippers. These changes are designed to enhance fairness and accountability within our carrier operations. Aligning our rating system more closely with agreed-upon delivery commitments ensures exceptional service to our customers and provides recognition and access to increased volumes for our top carriers.

Here’s what you need to know:

Arrival Calculations

On-time rates are based on a points system. Carriers can earn up to 1 point per shipment at every stop with an on-time arrival in the original appointment.

• Deductions for adjusted arrival windows: If your arrival window changes because you're running late, arriving on time at the new appointment will only receive partial credit since the original agreement was not met.

• Each shipment counts: Arrivals are now counted per shipment instead of per stop. Arriving on time with multiple shipments means multiple on-time credits, while being late affects each shipment separately.

Changing Service Window Calculations

• Same-day adjustments: Changing the service window to later in the same day results in a -0.5 deduction from your on-time arrivals.

• Next-day adjustments: Changing both pickup and delivery to the next day counts as double late (-2 late arrivals).

Responsible Party Consideration

Late arrival penalties also consider the party responsible for initiating the change to a new service window.

• Arriving late without changing the arrival window in the app results in a full deduction.

• Adjusting the arrival window via the Mothership app and arriving on time within the new window results in a partial deduction.

• Adjusting via the app to meet a customer request and arriving on time within the new window does not incur a penalty.

Lastly, beginning April 11, 2024, in-depth on-time pick-up and delivery breakdowns will be available under “My Performance.” Our goal is to help make your rating as transparent as possible to help you succeed.

Frequently Asked Questions

Where can I find my rating?
The easiest way to view your rating is in the app's ‘Account’ tab. Your rating will also be included in your weekly summary email.

How is my Carrier Rating calculated?

• On-time pick-up rate: The percentage of shipments for which you arrived on time at pick-up during your last 50 stops.

• On-time delivery rate: The percentage of shipments for which you arrived on time at delivery during your last 50 stops.

• Weighted cancellation rate: The percentage of accepted offers you canceled before arriving at pickup, based on the last 50 offers you accepted.

How are on-time rates calculated?
The on-time rates are based on a points system. At each stop, carriers can earn up to 1 point per shipment at every stop for an on-time arrival. On-time rates consider:

• The total number of shipments picked up and delivered during the last 50 stops.

• The percentage of shipments for which you arrived on time.

• Any relevant penalties for changing the arrival windows.

What is considered an on-time arrival?
Carriers are considered on time when they arrive within 15 minutes of the arrival window shown in the app. There’s a 15-minute grace period before and after the listed arrival window.

Can I ever be too early?
Yes. Arriving more than 15 minutes before the appointment window is not considered on time. Properly servicing the listed arrival windows helps shippers avoid bottlenecks at their locations.

How do weighted cancellation rates work?
Not all cancellations are the same. How you cancel matters, and each scenario has a different impact on your rating. To manage cancellation rates effectively, we recommend:

• Cancel as early as possible
  (ideally, within 10 minutes).

• Always cancel in the mobile app. Asking support to cancel for you will negatively impact your rating.

• Canceling an offer with more than 2 stops will impact your rating more than a 2-stop offer.

• When our system considers a shipment at risk of arriving late, the app will show you, when you click into a stop, you will see a “Call on-site contact” option enabled, where you can click to call the delivery location to request approval to change the arrival window.

When do cancellations NOT impact my weighted cancellation rate?
Your rate will not be affected when a customer cancels the shipment or if you cannot load at pickup and therefore need to cancel.

What does each star rating mean?

Ratings range from 0 to 5 stars.

• 0 to 3 Stars: Indicative of serious concerns or issues. This rating suggests a need for immediate improvement, and carriers are at risk of losing access to loads.

• 3 Stars: Below average performance, indicating several areas that require attention and improvement.

• 4 Stars: Good service, meeting high standards with only minor areas for improvement.

• 5 Stars: Exceptional service, consistently meeting or exceeding expectations.

Is there a minimum rating I need to maintain?
We recommend maintaining a rating above 4 stars to receive priority access for load offers. Maintaining a rating above 3 stars will guarantee continued access to loads without any risk.

How can I improve my rating?
Since ratings are automatically calculated, the best way to improve your rating is by accepting and completing more loads. Here are a few tips to help you improve:

• Arrive within the designated appointment displayed in the app.

• Avoid arriving more than 15 minutes early or late.

• If running late, adjust your service window via the app.

• Always communicate if you anticipate being late.

• Refrain from directly contacting the customer.

• Only accept loads if you're confident you can fulfill them on time.

We understand that unforeseen circumstances may occasionally prevent a perfect shipment. Since the Carrier Rating is based on many stops, occasional short-term issues will have minimal negative impact.

Additionally, using the app will help keep our team informed when considering your performance. Be sure to keep your live location enabled while servicing Mothership loads.

Can shippers affect my rating?
Shippers and consignees provide feedback on each shipment with a thumbs-up or thumbs-down rating. While this feedback does not currently impact carrier ratings, frequent negative customer feedback may result in fewer load offers.

How frequently will my rating change?
Carrier ratings are calculated automatically on a weekly basis and we can't change them once they're published. The best way to improve your rating is to accept more loads and service them perfectly.

Why don’t I have a rating yet?

New Mothership carriers receive a rating once they've completed 10 stops and accepted at least 10 offers. Ratings are calculated on a rolling basis; they become more stable as you complete additional shipments.