How is it calculated?
The Reliability Rate reflects a calculation of the number of transfers you operated versus the number of transfers you removed from your schedule during the last 60 days.
Maximum = 5.00. The weight in the overall score = 20%
It is calculated as per the following formula:
(1 - (removed_transfers / accepted_transfers)) * 5.0
If I have accepted 10 transfers over the last 60 days and I have removed 1 of them, the calculation would be as follows:
(1 - (1/ 10)) * 5.0 = 4.5 (so your reliability rate metric would be 4.5 out of 5)
Reliability Rate metric = 4.5 * 20% * 20 = 18
This metric doesn't take into account changes or cancellations made by Welcome’s Support team or by the travelers. It also doesn't take into account transfers that you reassigned to another Welcome driver.
How can you improve it?
You are expected to maintain a Reliability rate of more than 4.25. Avoid removing transfers at all costs, unless there is a mechanical issue or a very serious personal matter. Keep in mind that last-minute removals will lead to a Red Flag and a monetary penalty.
Instead of removing the transfer from your schedule, find another Welcome driver through the group and use the Remove & Suggest feature.
My Reliability rate has dropped to 0. Why did this happen?
In periods of low transfer volume, it is possible that your Reliability rate drops to 0. This can happen when you didn't receive any personal transfer requests over the past 60 days. Please note that, as soon as you accept 1 personal transfer request, the Reliability rate will increase again.