Acceptance rate is a critical driver of your business growth.

Understanding how Performance and Job Volume impact each other

Acceptance Rate is a primary driver of your growth and revenue. Maintaining strong acceptance ensures a steady stream of job offers and is a requirement to remain in our network. With that being said, accepting the job is only the first step - successfully completing jobs and delivering timely service are equally critical and have a similar effect on your job offers.  

While accepting jobs is crucial, you must be able to complete each job you accept. Accepting a job only to cancel it later hurts your quality performance and leaves customers stranded. Completion Rate is already part of our selection logic, and poor performance on that metric directly impacts future volume opportunities. 

⏰ ETA Accuracy & Timeliness: Delivering timely service drives customer satisfaction and NPS. Accepting a job only to then extend the ETA will result in a long customer wait time, and will potentially hurt NPS. The ETA that you give should always be an accurate representation of when you can arrive at the customer. While real time traffic delays may be unavoidable, initial ETA’s should attempt to capture your real arrival time. NPS is already part of our selection logic, and as we look to the future, ETA Accuracy will likely be added to our selection logic, so building strong dispatch habits today sets you up for long-term success.

💡 The Bottom Line: Our selection logic rewards partners who consistently accept the jobs they can handle, complete the jobs they accept, and service the customer in a timely and professional manner. 

Actionable Strategy: Reject and provide rejection reasons instead of letting offers expire.

How you handle a job you cannot take is just as important as how you handle the jobs you do take.

As soon as you review a job offer, if you cannot take the job, you should reject it immediately and supply a rejection reason. This not only keeps your screen clear of jobs you don’t plan to accept, and allows us to secure another option for the stranded customer, but it also will allow us to better adjust the volume you’re sent going forward.

When you tell us why you can’t assist (e.g., no drivers available, or it's a restricted roadway), it provides critical information for both us and you. The Insights Dashboard provides you with a breakout of each rejection reason which are designed to indicate if you have a capacity or territory related rejection. As we continue to evolve and improve our technology these reasons will allow us to better tailor offers to you, sending you the type of volume you are best equipped to both accept and complete.

See the Score and head to my Insights Dashboard: 

You can check your performance metrics surrounding your rejected reasons directly in your Insights Dashboard. Specifically, head over to your Performance Details Tab and look for the ‘Offer Status’ and ‘Rejection Reasons chart’. You can also always head over to your Raw Job Data tab where you’ll find all job offer information, with many available filters to sort through. 

Example images of a provider with low expirations (first image) vs. high expirations (second image) shown below: