One of the most essential aspects of being a successful partner in any program is monitoring and analyzing your performance. The Partner Portal is a powerful tool that allows you to access important reports and data to help you track your progress and make informed decisions.

To review your performance and download your reports, simply log in to your Partner Portal account and navigate to the “Reports” tab. Here, you will find a list of available reports that you can access and download for further analysis. These reports contain valuable information about your performance, including key metrics, trends, and feedback from customers.

The Reports tab is broken down into 3 sections: Overview, Performance and Rides.

The Overview section is a view of your recent performance at a glance for the last 30 days. You’ll be able to see the following:

• Completed rides: Number of pick-ups completed. You can also see this as a percentage versus the previous 30 days to see if volume has increased or decreased.

• Declined rides: Number of rides declined by the partner, as a percentage of the overall rides assigned.

• Incident rate: Number of disputes raised as a percentage of the overall rides completed. 

• Driver events logged: percentage of pick ups completed which had driver events (Driver on the way to pick-up location, at pick-up location etc) information logged.

• Reviews received: Number of post ride reviews we’ve received for the partner from customers. This survey is sent to the customer via email 6 hours after the scheduled pickup time.

• Average review score: The average score of the overall rating question from the post-ride survey. This is calculated as the total of the scores, divided by the number of reviews received.

The Performance section is divided into two different sub-sections: Preferred status and Driver and gives you an overview of your status on the Preferred Partner Programme and on the Drivers‘ assignments and performance. 

More information about Preferred Partner Programme can be found on the article All you need to know about the Preferred Partner Programme

The Rides section provides an overview of your past and ongoing rides. Within this tab, you can refine your view by filtering rides based on pickup date, location, ratings, or incidents. This allows you to review all rides completed within your selected timeframe and download them as an Excel file. Please note that the system can only download 500 records at once. If your report exceeds this limit, consider narrowing down the time range for your selection.

How are the customers' reviews collected?

After each journey customers receive a survey with a set of questions about their experience. They can rate you from 1 to 5 stars, with 5 being the highest score.

Through this survey they can also leave a comment or raise an incident to our customer service team.

To check your recent scores and the comments, please go to the 'Reports' tab in your Portal account and then select the “Rides” tab.

How can I improve the quality?

Here’s some tips to improve your performance.

• Set up your rates
• Review your area of operation to avoid getting bookings outside your available area
• Set up stop sell : add link 
• Set up your availability  times
• Adjust your lead time according to your availability
• Updating your vehicle or luggage capacity through your Partner Portal.
• Pick up instructions: provide accurate instructions in order to assure a smoother pick up. If you’re not sure what Pickup Instructions we send to customers please get in touch with us
• Proactively contact customers before the ride to confirm with them pick up and drop off details 
• Track flights status Tracking flight is one of the most important things you can do to ensure that customers have a successful pick up and so that drivers do not get to the airport earlier than they should
• Ensure drivers take safety seriously
  Some complaints and poor reviews are a result of safety issues on route to the drop off destination. Specifically customers complain about drivers speeding or using their phone while driving.
• Ensure customers receive the correct vehicle
  Customers book a specific category of vehicle through our website. It is important that they get picked up in the vehicle they expect as anything different could lead to dissatisfaction of the customer and to poor reviews.
• Read customer comments
  Customers can leave notes for the driver during the booking process. It is important that you read these notes as they can contain important information such as child seat requests or flight information. If you cannot fulfill a customer request we recommend that you ring our CS Team so they can inform the customer before the trip takes place.
• Share driver details: Our research shows that customers prefer contacting the driver and feel reassured when they have driver details.
• Share driver events: Customers expect to know where the driver is up to. When drivers are running late our research shows that customers feel less anxious if they at least know that drivers are on the way. The Pickup Companion web page that customers receive on the day of travel now shows the status of the driver.