Introducing a New Shopping Quality Score

Kahtea -  218 deliveries

Shopping with Instacart is work that shows you care, and we know you make the effort to shop for your customers like you shop for yourself. Maintaining a high standard of quality helps keep Instacart customers coming back, which in turn creates more opportunities for shoppers. That’s why we’re introducing a new shopping quality score to provide you with more clarity into the quality of your shopping, as well as new customer feedback verification. 

The shopping quality score gives you objective and transparent information into various aspects of your shopped batches so you can continue delivering excellent service to customers. Each aspect of the score is verified before it’s reflected in your shopping quality score. The score also accounts for factors outside of your control, like item availability. Shopping quality lives alongside customer ratings, and together they give you a more holistic view on how you’re doing.

How shopping quality works

We are rolling out the shopping quality score over the coming weeks and will complete the rollout before the end of May. We’ll let you know when your shopping quality score is available in the app.

You can access shopping quality in the Your Stats section of your Shopper app under How you’re doing > Shopping quality. 

Your shopping quality page provides you information on the number of items you shopped and the condition of these items. For example, focusing on finding in-stock items and selecting accurate, undamaged items can improve your shopping quality score.

Protecting shoppers with improved order issue verifications

To ensure reported issues are legitimate and trustworthy, we're improving how customers report order issues and enhancing our verification process.

When reporting an order issue, customers must now provide unit-level details and submit real-time photo proof to verify their claim. We’ve also introduced deeper reviews of receipts and photos in our verification process.

Moving forward, you’ll have more transparency into the detailed information for verified issues, including photos and receipts. While verified issues may take longer to reflect in your shopping quality score, fairness and accuracy will always be our priority.

For customer ratings, we will continue to automatically remove ratings below 5 stars for reasons outside of your control, including when we suspect customer fraud, a customer routinely gives low ratings, or a customer reports issues on Instacart-recommended replacements.

Removing all past reported issues

With the enhancements to order issue verification, we are removing any past reported order issues to give you a fresh start to your shopping quality.

Looking ahead

We know that shoppers work every day to deliver with care and provide the best possible experience for your customers. With the new shopping quality score, you’ll have even more clear, objective feedback on your shopping, while accounting for factors outside of your control. Later this year, the score will also play a role in Cart Star eligibility, helping unlock greater access to batches by tier. More details will be shared this summer.

You can learn more about how shopping with quality works with Instacart and see additional resources on our website.