Convoy determines carrier quality based on three quality metrics; On-Time, Falloffs (Cancellations), and Driver App Use. Each quality metric has its own score that is figured by combing a carrier's last 50 shipment score with their 60 day and 360 day score. Based on the quality metric score, a carrier is assigned one of the four Carrier Statuses of Excellent, Acceptable, Probation or Suspension.
Quality Metrics Explanations
At Convoy, arriving on-time to your appointment is vital in ensuring we can continue providing a diverse selection of loads to the carriers in our network. On-time is measured by whether you arrive at each stop by the appointment time listed on the ratecon. Carriers can also receive partial credit if they arrive less than 60 minutes after their appointment, while carriers that arrive 60 minutes or more after their appointment will be considered 100% late. Visit here to learn more about Severity.
You can check the loads impacting your score by selecting the “Past Jobs” tab on the main menu, and selecting the scorecard metric: ON-TIME.
More Information on On-time:
- Convoy tracks if the driver arrives on-time to each stop of a shipment. This is then combined into an overall on-time score for the shipment by weighting each stop based on its importance to the successful completion of the load. Generally, importance is weighted with Live having the most importance, and then Loaded Trailers, and then Empty Trailers.
- Example: A shipment with a late to a Live stop and an on-time to an Empty Trailer stop will have a lower score than being on-time to a Live Stop and late to an Empty Trailer stop.
- Carriers that arrive late to a stop because they were delayed at a previous Convoy stop will be excused if the carrier was on-time to the previous stop and was delayed due to facility issues, making it infeasible to arrive on-time to the next stop.
- Carriers who show a consistent history of manually entering arrival times may stop receiving full on-time credit.
- A carrier must be on-time and meet all app use requirements (learn more here) in order to qualify for hassle-free detention at that stop.
- While arriving on-time is important, please be aware of facility rules listed on the ratecon on how early you can arrive at the facility. Many facilities allow you to check in early, while others will not allow check in prior to appointment time.
CARRIER FALLOFFS OR CANCELLATIONS
We track each cancellation but it only impacts your access to Convoy loads when it becomes a trend or habit over time. If you must fall off a load, please notify Convoy immediately. Learn how to cancel a load here.
You can identify the loads impacting your score by selecting the “Past Jobs” tab on the main menu, and selecting the scorecard metric: FALLOFFS.
More Information on Falloffs:
- Falling off shipment more than 48 hours prior to the pickup appointment or end of pickup window, will not count against a carrier.
- When falling off with less than 48 hours to pick, carriers will receive credit (see article about Severity here) the earlier they falloff.
- For example, carriers falling off 36 hours prior to pickup will receive more credit than if they fall off 24 hours or less to pick up.
- Carriers falling off with less than 24 hours to pick receive no credit.
- When a falloff is cancelled due to carrier-side issues, 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.
- If you mistakenly accept a load, make sure you immediately cancel following acceptance. The load will not count against the carrier if it is cancelled within one hour after acceptance and there is more than 24 hours until the pickup appointment. The quickest way to cancel a load is requesting it via the app. Instructions here.
Common issues that lead to falloffs impacting scorecards:
- Accidentally clicking to accept a load you don’t intend to take
- Regularly maintaining equipment to avoid breakdowns and trailer rejections
- Overbooking your trucks or not planning sufficient time in between shipments
- Misreading shipment details prior to accepting a load
- Failure to keep insurance documents up-to-date with RMIS
- Maintaining compliance status by following FMCSA safety guidelines
DRIVER APP USE
App use is a unique requirement of working with Convoy, and it is just as important as arriving on time and not falling off loads. Carriers using the app experience better service from our operational team. Through the app, we respond faster to problems on loads, reduce or eliminate ETA calls, and manage immediate detention payouts without additional paperwork.
You can check the loads impacting your score by selecting the “Past Jobs” tab on the main menu, and selecting the scorecard metric: APP USE.
The following actions must take place for a load to be deemed ‘app-using’:
- The correct driver is assigned to a shipment.
- Explanation: If a dispatcher secures loads, please change the ‘Driver’ to the individual that will be driving the shipment. The user assigned as the driver on a shipment will have their location services tracked. This allows Convoy to properly track the shipment.
- Driver completion event: For each step of a shipment (pickup and stops), a completion event needs to be logged, either through an automatic trigger via GPS, or manually select load progress button upon completion. Additionally, a driver can request detention through the app for eligible shipments.
- Explanation: Properly completed events allow us to monitor progress of shipments in real time, ensuring efficient deliveries. The information we glean from this can be used to adjust transit times, understand facility wait times, and properly compensate for detention.
- Location services are turned on: The driver's phone has location services enabled starting 3.5 hours prior to the scheduled pickup appointment time and continuing throughout the entirety of the load. Location services also need to be turned on for empty trailer pick up and drop offs.
- Explanation: With location services turned on, Convoy is able to provide accurate and timely ETA updates to shippers and ultimately results in significantly fewer ETA calls and text messages.
- Uploaded Bill of Lading: A clear picture of all signed Bills of Lading (BOLs) is added via the Convoy app within 24 hours of load completion. If you use a factoring company for payment, you still must upload a BOL within the timeframe. Please note, sending the BOL via email does not qualify as app-using, as the BOL must be uploaded via the app to meet this requirement. Learn how here.
How to ensure a phone is connecting properly to the Convoy app:
- Location services are enabled to ALWAYS ON. See how here.
- Ensure only one device is logged into a single user account.
- Power save mode is OFF. Having a charging cable on-hand during a shipment.
- If a phone has an OEM/Carrier power saving mode, turn OFF or white list Convoy.
Benefits of using the Convoy app:
- Hassle-free Detention: The location services in the app allow us to clearly understand the length of time in the yard beyond your appointment time, easily allowing us to offer detention payments without the hassle of the normal back and forth.
- QuickPay™️: Shipments that are ‘app using’ qualify for QuickPay™️, allowing you to get paid sooner, without the need to use factoring companies.
- Hassle-free experience: With the app providing us automatic shipment updates, Convoy is able to understand where there may be delays and not. With that information, we’re able to cut down significantly on the amount we contact you via call and text.
To View Convoy driver app use standards here: https://youtu.be/BzZNTFKqH-0
To account for a carrier's history with Convoy, quality scores are figured by combining scores from the last 50 shipments, 60 days, and 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.
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
Please note, the carriers 360 day score is based on 360 days prior to their last completed shipment. For example, if a carrier has not hauled a Convoy load in over 360 days and then completes a new shipment, their scorecard will then only reflect 360 days prior to their newly completed shipment.
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.
Carrier Quality Performance Program
Statuses in our Quality Performance Program:
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.
- 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
Please note, carriers that have not completed more than 10 shipments will not be eligible for Excellent status until their 11 load has been completed. With more than 10 completed shipments we are able to determine the carriers quality status more accurately.
We do not expect perfection from our carriers and understand that issues arise, so scores need not be at 100% -- they only need to stay within a healthy score range. We acknowledge that there is a learning curve to our quality standards, therefore new carriers are held to a standard that reflects their length of history with Convoy. As carriers continue to take more loads with Convoy that meet quality standards, their performance score also increases, leading to improving status. We encourage you to check your scores regularly in the Convoy app under the "Past Jobs" tag or in weekly Scorecard emails.
If you see anything in your record you disagree with, email firstname.lastname@example.org with a specific shipment number.