Courial Performance Rating Policy

Purpose

At Courial, we are committed to delivering fast, reliable, and professional service to every customer. Our Courials are the frontline of that experience. This performance rating policy helps measure and improve the quality of service by tracking five key performance areas.

These metrics ensure accountability, reward consistency, and help Courials grow and succeed within our platform.


  1. App Usage & Updates

    Definition: Tracks how well Courials use the Courial app to update delivery status in real-time, including:

    - Confirm order

    - Arrival at the pickup point

    - Order picked up

    - En route to customer

    - Order delivered


    Why It Matters: Real-time updates help customers feel confident and reduce support inquiries. Accurate tracking also helps dispatch coordinate better and keeps the delivery flow running smoothly.


    Rating Scale:

    5 - Always updates at each milestone promptly

    4 - Rare missed updates, generally timely

    3 - Occasional delays or missed updates

    2 - Frequently fails to update

    1 - Rarely uses app correctly; causes confusion or complaints


  2. Courial Dependency

    Definition: Measures how reliably a Courial completes orders they've accepted. This is the ratio of confirmed orders to successfully completed deliveries.


    Why It Matters: When a Courial accepts an order and cancels or drops it, it causes customer delays, dispatch rework, and hurts overall service quality. High reliability keeps the system fair and efficient.


    Rating Scale:

    5 - Completes 100% of accepted orders

    4 - Completes 95-99%

    3 - Completes 90-94%

    2 - Completes 80-89%

    1 - Below 80%; frequent unexcused cancellations


  3. Professionalism & Equipment Readiness

    Definition: Combines: - Professionalism: Courteous, respectful, and positive customer interaction - Equipment Readiness: Use of required gear such as insulated hot bags, carts, and a working phone with app access


    Why It Matters: Courials represent the Courial brand at the customer's doorstep. Having the right gear and treating people respectfully makes the experience better for customers - and increases ratings and tips.


    Rating Scale:

    5 - Always professional, properly geared, and courteous

    4 - Occasionally missing gear or minor issues

    3 - Inconsistent behavior or preparedness

    2 - Regular customer complaints or unpreparedness

    1 - Unprofessional behavior or repeated gear non-compliance


  4. Punctuality

    Definition: Measures on-time performance at both:

    - Pickup: Arriving at vendor/store on time

    - Delivery: Completing the delivery within the expected window


    Important:

    If the food preparation is delayed by more than 15 minutes and 59 seconds, and the delay is due to the restaurant or vendor, it will not negatively affect the Courial’s punctuality score.


    However, if the delay is caused by the Courial — such as arriving late, taking the wrong route, or failing to communicate — , it will impact their score.


    To avoid penalties, Courials must communicate delays to dispatch as soon as they are aware of them.


    Why It Matters: On-time delivery ensures fresh food, happy customers, and an efficient system. It also builds trust and leads to better tips.


    Rating Scale:

    5 - Always on time or early

    4 - Minor delays (1-3 mins) occasionally

    3 - Sometimes late (4-6 mins)

    2 - Frequently late (7-10 mins)

    1 - Regularly more than 10 minutes late


  5. Communication with Dispatch

    Definition: Assesses how well a Courial keeps dispatch informed about potential problems:

    - Traffic congestion

    - Flat tires or vehicle breakdowns

    - Long vendor wait times

    - Navigation issues

    - Emergency situations


    Why It Matters: Proactive communication allows dispatch to support you, inform the customer, or reassign the order if necessary. Silence causes confusion, delays, and poor customer experiences.


    Rating Scale:

    5 - Always communicates proactively and clearly

    4 - Usually responsive, small lapses

    3 - Sometimes slow or reactive

    2 - Rarely updates dispatch

    1 - No communication; leads to escalations or complaints


Final Score Calculation

Each category is scored from 1 to 5.

Final Rating = Average of all 5 scores. Ratings are reviewed on a monthly or biweekly basis.


Performance Tiers Final Score | Tier | Status & Action

------------|------|-----------------

4.7 - 5.0 | * Top Performer | Priority orders, rewards, public recognition

4.5 - 4.69 | [OK] Good Standing | No action needed

4.3 - 4.49 | [!] Needs Review | Coaching session or warning issued

Below 4.3 | [X] At Risk | May result in probation, retraining, or deactivation


Disputes & Appeals Courials may appeal ratings if they believe:

- A delay was caused by verified external factors

- The app malfunctioned or misreported tracking

- They experienced a valid emergency

Appeals must be submitted within 48 hours of the affected order via the Courier Support Portal or official email.


Rewards for Top Performers

Courials who maintain a Top Performer rating (4.7+) for 4 or more consecutive weeks are eligible for:

- Free Courial swag (shirts, hats, insulated bags, etc.)

- Featured spotlight on the Courial website and blog

- Shout-outs in internal newsletters and dispatch updates

- Priority access to high-value delivery blocks

- Eligibility for cash bonuses or exclusive incentives

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