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, At Risk, or Suspension.
You are able to view your scorecard in the Convoy app under "Profile".
Quality Metric Details:
Convoy's On-Time Policy:
The further past the appointment time you arrive, the more impact it will have on your scorecard.
Late arrivals that DO NOT impact your scorecard:
Late arrivals that DO impact your scorecard:
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:
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 Falloffs: Falling 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 is a unique requirement of working with Convoy, and it is just as important as arriving on time and not falling off of 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.
- 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, that a carrier's 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 of a carrier's performance.
Carrier Metric Rating:
Carriers are assigned a rating of Excellent, Acceptable, At Risk, 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.
- At Risk (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, that carriers that have not completed more than 10 shipments will not be eligible to earn an Excellent rating until their 11th load has been completed. With more than 10 completed shipments we are able to determine the carrier's rating 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 an improved rating. 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 email@example.com.