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FAQ: Carrier Quality Metrics

Why does Convoy have a carrier scorecard?

We value transparency with carriers in our network, which is why we send out a weekly scorecard. This keeps carriers informed of their current statuses, and provides them the opportunity to contest any incorrectly-categorized shipments. Our Quality & Compliance team is happy to review any shipments that may be wrongfully affecting your scorecard. You can always check your scorecard in the Convoy app, under the "Past Jobs" tab. By clicking on each score, you can investigate which loads may be impacting your scores.

 

Does Convoy only look at on-time for pick up, on-time for delivery, or both?

Previously, Convoy only considered arrival at pickup for on-time performance. Under Convoy’s new quality program, 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 Live Loads having highest weight, then Loaded Trailers, and finally Empty Trailer stops.

 

What types of falloffs impacts my score?

When a carrier accepts a load, they enter into a partnership with Convoy to pick up the load on-time, otherwise, Convoy must source another carrier that is able to do so. Thus, when a carrier-side issue arises that forces the carrier to cancel a load, the falloff will count against the carrier. If Convoy or the shipper is unable to have the load ready on-time or provide necessary information for the carrier to successfully pick up the shipment, then the falloff will count as a completed shipment for the carrier.

  • Exception #1: Cancelling within an hour after accepting, with more than 24 hours remaining until pickup will not count against the carrier.
  • Exception #2: Cancelling more than 48 hours from pickup appointment will not count against the carrier.

 

What is Severity?

Instead of receiving full fault, carriers will now receive partial credit for low severity late arrivals or falloffs.

  • Late Arrivals: Carriers arriving less than 60 minutes late will receive credit the closer to their appointment time they arrive. No credit will be given for arriving more than 60 minutes late.
    • Example: An arrival 20 minutes after appointment time will receive more credit than arriving 60 minutes late.
  • Falloffs: Carriers falling off a load between 24 and 48 hours from pickup appointment will receive credit the earlier they falloff. No credit will be given to carriers falling off less than 24 hours to pick.

Visit here to learn more about Severity.

 

What does my carrier status indicate?

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. A carrier’s quality status is determined after the completion of each shipment , or in the case for falloffs, at the time of cancellation. To learn more, visit here.

  • Excellent (15-20% of carriers) - The best carriers in the Convoy network, who likely will be able to win bids more often and may 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 sustained run of high quality shipments.
  • Probation (10-15%) - Carriers whose quality is becoming detrimental to the Convoy network. These carriers still have access to all Convoy shipments, but further decreases in performance may lead to a suspension.
  • 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.

 

How is my carrier score calculated?

A carrier's score over their last 50 loads and their shipments in the 60 days make 80% of their score, while 360 day scores receive the remaining 20%. 

 

For carriers that have less than 50 shipments in 60 days, their performance on those 50 loads will have a higher weight when calculating their score. 

  • Example: If a carrier has completed 39 shipments in the last 60 days, their last 50 shipments will hold a higher value over their 60 day score.
    • 60 Day weight: 39 shipments / 89 shipments (total of 60 days and 50 shipments) = 43.8% * 80% = 35.05% of total score
    • 50 Day weight: 50 shipments / 89 = 56.17% * 80% = 44.94% of total score

Conversely, if a carrier has had more than 50 shipments in the last 60 days, their performance within the 60 days will have the higher weight. 

  • Example: If a carrier has completed 120 shipments in the last 60 days, their 60 day score will be weighted more heavily over their last 50 shipments.  
    • 60 Day weight: 120 shipments / 170 shipments (total of 60 days and 50 shipments) = 70.58% * 80% = 56.47% of total score
    • 50 Day weight: 50 shipments / 170 = 29.41% * 80% = 23.52% of total score

We understand that not every carrier has the same business model, therefore, they shouldn’t be graded the same as a carrier with an opposite level of volume. Our new score calculation allows us to have a more accurate and objective view into a carrier's performance. 

 

How does a shipper cancellation affect my score?

We make sure that each shipper-caused cancellation helps your scores. Since your score is calculated over total shipments, we make sure to include in the denominator any shipments that were canceled as a result of the shipper. This means that any shipper-canceled shipment gets added to your total loads, boosting your overall scores.

 

We understand that shippers who cancel or reschedule appointment times at the last minute are equally disruptive to our carriers and Convoy's operations. All this is captured on a scorecard for each shipper to ensure that we are keeping tabs on the health of our relationships with our customers.

 

Is app use required for Convoy loads?

Carriers are required to provide location tracking while on shipments. The app allows our operational teams to provide better quality service to our carrier partners. Through the app, we respond faster to problems on loads, reduce or eliminate ETA calls, and manage immediate detention payouts without additional paperwork.

 

App use is also necessary in order to receive QuickPay™️ on Convoy loads. 

 

If I cancel a load immediately after accepting it, does it impact my score?

Accidental acceptances are the fault of the carrier since it removes the load from the board and costs us additional money to rebook a load you never intended to take. While we understand that these fall offs are not intentional, they end up impacting both our operations and our relationship with our customers. For this reason, we count these types of fall offs against carrier scores and ask that you book with caution.

 

With that being said, accidental acceptances will not be held against your score if:

  • The pickup appointment is 24+ hours away.
  • You cancel within 1 hour of booking your shipment.

The fastest way to cancel a shipment is to mark this in the app - and you can find a tutorial for how to do that here.

 

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