How the courier rating system works

GoRoute uses a 5-star rating system to help maintain delivery quality and customer satisfaction. After each delivery, the customer has the option to rate their experience.

How your rating is calculated

Your courier rating is a rolling average of your last 100 rated deliveries. As you complete new deliveries, older ratings drop off. Not every customer leaves a rating, so your rated delivery count may be lower than your total deliveries. New couriers start with a grace period during their first 20 deliveries — your rating is not held against you until you have enough data for a meaningful average.

What customers rate you on

While customers give a single overall star rating, their perception is influenced by:

• Delivery speed: Was the order delivered within the estimated time?
• Food condition: Did the food arrive at the right temperature, without spills or damage?
• Following instructions: Did you follow the customer's delivery notes (leave at door, specific location, etc.)?
• Communication: Did you update the customer about any delays or issues?
• Professionalism: Were you courteous and respectful during handoff?

Improving your rating

• Always use your insulated bag to keep food fresh.
• Follow delivery instructions precisely — if the note says "leave at the side door," don't leave it at the front.
• Communicate proactively if there's a delay at the restaurant.
• Take clear, well-lit photos for leave-at-door deliveries.
• Handle food carefully — avoid sudden stops and sharp turns.

Minimum rating

GoRoute requires couriers to maintain a minimum rating, typically around 4.50 stars. If you fall below this threshold, you'll receive a warning and an improvement period. See our article on what happens when your rating falls below the minimum for full details.