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What steps have changed in the Quality Performance Program?

 

Severity: 

Current System: All late arrivals and falloffs are graded as either 0% or 100% impact.

New System: Carriers now receive partial credit for reducing minutes late or falling off with more time remaining to pickup appointments. (see article about Severity here)

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On-time:

Current System: If a carrier arrives late to their pickup appointment they will receive a 0% On-Time score for the entire shipment on their scorecard regardless of how late they are, or if they arrive to delivery on time.

New System: On-time will now be measured at each stop on a shipment, allowing carriers to receive credit for being on-time for delivery even if they arrived late to pickup. Stops on shipments are weighted based on importance to shippers, with importance ordered by Live, Loaded Trailer, and Empty Trailer stops. 

  • Example: An arrival 20 minutes after appointment time will receive more credit than arriving 60 minutes late.
  • Example: A carrier arriving late to pickup, but on-time to delivery will now receive some credit for shipment rather than 0% as they do today.

 

Falloff: 

Current System: Unless a carrier provides more than 96 hours notice (4 days), most falloffs will count against their record.

New System: As long as a carrier falloffs off prior to 48 hours to pick (2 days), they will not be penalized. From that point, when carriers give Convoy more time to rematch a load they will receive partial credit up until 24 hours to pick. Falloffs caused by Convoy or shippers will not count against carriers, while all carrier caused falloffs will.

  • Example: Falling off a load 36 hours from pickup will receive more credit than falling off 26 hours before.

 

Carrier Scores:

Current System: Carriers are scored on their performance over their last 50 shipments within the last 360 days or since their last Warning or Suspension.

New System: To better account for a carrier's history with Convoy,  quality scores will now be figured by combining scores over a carrier's last 50 shipments, last 60 days, and last 360 days. This ensures that carriers with a long term history of high quality are not negatively impacted by short term issues, while also accounting for a higher shipment count for carriers with high volume in 60 days. Visit here to learn more. 

 

Carrier Statuses:

Current System: Carriers progress through a Warning, Suspension, and then Deactivation each time they fall beneath score thresholds.

New System: Carriers are assigned a status of Excellent, Acceptable, Probation, or Suspension based on their performance score for each of On-Time, Falloff, and App Use.


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  • Excellent (15-20% of carriers) - The best carriers in the Convoy network, who likely will be able to win bids more often and have access to special Convoy programs.
  • Acceptable (50-55%) - The core carrier in the Convoy network. These carriers are not at risk for penalization and may become Excellent with a run of On-Time, Non-Falloff, or App Using shipments. Carriers with an Acceptable status likely will not lose bids due to quality.
  • Probation (10-15%) - Carriers who have seen their quality decrease to a below average level. These carriers still have access to all Convoy shipments, but further decreases in performance may lead to a suspension. Carriers with a Probation status will have an increased chance of losing bids due to low quality.
  • Suspension (5-10%) - Carriers who have been suspended or at risk for immediate suspension. These carriers have continued poor performance that has led to Convoy restricting access.
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