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Carrier Performance Metrics and Evaluation

Overview:

Convoy determines carrier quality based on three quality metrics: On-Time, Falloffs (Cancellations), and Driver App Use. Based on the quality metric score, a carrier is assigned one of the four scores of Excellent, Acceptable, Probation or Suspension. 

You are able to view your scorecard in the Convoy app under "Profile". 

Quality Metric Details:

Convoy's On-Time Policy:

On-Time

The further past the appointment time you arrive, the more impact it will have to your scorecard.

Late arrivals that DO NOT impact your scorecard:

  1. Arriving late to a stop due to a delay at a previous Convoy stop (not caused by the carrier).
  2. Arriving within 10 minutes of the scheduled appointment time.
  3. Arriving reasonably late to pickup due to accepting the shipment within 2 hours of the pickup appointment time.

Late arrivals that DO impact your scorecard:

  1. Arriving more than 10 minutes past the scheduled appointment time.
  2. Arriving late to a stop due to overbooking yourself on shipments (not allowing enough time for unloading/unloading + transit).

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 learn more about Convoy's On-Time expectations here.

 

Convoy's Falloff Policy:

Falloffs

Falloff occurs more than 48 hours prior to pickup = No Scorecard Impact

Falloff occurs between 24 - 48 hours prior to pickup = Partial Scorecard Impact 

Falloff occurs less than 24 hours prior to pickup = Full Scorecard Impact

Note: Falloffs that occur less than 60 minutes after accepting do not impact your scorecard if the falloff occurs more than 24 hours prior to pickup

 

Frequently Asked Questions:

  • What is Falloff Severity?
    • Not all falloffs are treated the same - for example, falling off a shipment 2 hours prior to pickup will impact a carrier's scorecard much more than falling off 47 hours prior to pickup.
    • Severe Falloffs: A carrier-caused cancellation occurring less than 24 hours before the pickup appointment. This type of falloff has a greater impact on your scorecard than a falloff requested earlier because of the added operational burden it takes for Convoy to recover the load. Repeated instances of this will lead to a suspension or deactivation, so be sure to avoid this when possible.
    • Non-Severe FalloffsFalling off a shipment 24 to 48 hours prior to the pickup appointment (or end of a pickup window). These are also referred to as Partial scorecard impact, meaning these falloffs will impact your scorecard but not as much as a Severe falloff.
    • Learn more about Severity here.
  • What can carriers do to avoid falloffs?
    • Review all load details carefully before accepting. Accepting a load is a carrier’s agreement to haul the load as-is.
    • Plan sufficient time in between shipments and be cautious of overbooking your truck.
    • Keep insurance documents up-to-date with RMIS.
    • Maintain compliance status by following FMCSA safety guidelines.
    • Alert Convoy of issues you’re having on Convoy shipments, especially if you believe it will impact future loads.
    • Regularly maintain equipment to avoid breakdowns and trailer rejections.
      • Note: If you are experiencing a mechanical issue, avoid booking additional loads until the issue is fully resolved.

You can learn more about Convoy's Falloff expectations here.

 

Convoy's App Use Policy:

App Use

  1. The correct driver and/or device is assigned to the shipment.
  2. Location services are enabled 3.5 hours prior to pickup.
  3. Location services remain enabled throughout the entire shipment.
  4. Driver/Dispatcher marks completion events.
  5. BOL is uploaded into the app within 24 hours of shipment completion.

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 learn more about Convoy's App Use expectations here

 

Carrier Scores:

  • 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.
    • 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 score calculation allows us to have a more accurate and objective view into a carrier's performance. 

Carrier Metric Status:

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 "Profile" tab or in weekly Scorecard emails.

 

If you see anything in your record you disagree with or if you have questions about Convoy's performance expectations , please email compliance@convoy.com. 

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