Understanding your courier completion and on-time rates
Last updated February 27, 2026
Beyond your star rating, GoRoute tracks two key performance metrics for couriers: your completion rate and your on-time rate. Both affect your dispatch priority and eligibility for certain programs.
Completion rate
Your completion rate is the percentage of deliveries you complete out of the total you accept. If you accept 50 orders and complete 48, your completion rate is 96%. Unassigning an order after acceptance counts against your completion rate. GoRoute expects couriers to maintain a completion rate of at least 80%.
A low completion rate affects the customer experience — when you unassign an order, it has to be reassigned to another courier, adding delay. Consistently low completion rates may result in reduced dispatch priority or account warnings.
On-time rate
Your on-time rate measures how often you deliver orders within the estimated delivery window shown to the customer. GoRoute accounts for restaurant prep time and distance, so the target is realistic. Factors that can hurt your on-time rate include taking inefficient routes, making personal stops during a delivery, or spending excessive time at the restaurant beyond what's needed.
Factors outside your control — like the restaurant running behind or unexpected traffic — are accounted for by the system. If GoRoute detects that an order was delayed due to a late restaurant, the delivery is excluded from your on-time calculation.
Impact on your account
High completion and on-time rates signal to GoRoute that you're a reliable courier. Benefits include:
- Priority dispatch: Reliable couriers receive orders before others in the same area.
- Early access to scheduling: Top performers can book shifts before they're open to all couriers.
- Eligibility for challenges: Some bonus challenges require minimum completion and on-time rates.
Where to check your metrics
View your current rates in Account > Performance. The screen shows your rolling averages with trend arrows indicating whether you're improving or declining.