Question 1

How does my quality score work?

Accepted Answer

Your quality score is a single number from 0 to 100 that reflects how you're going across four areas of your work.
It's designed to be fair, transparent, and behaviour-based — we score what you do, not who you are.
The four areas are:
Customer Satisfaction (40%) — How your customers rate you

Reliability (25%) — Showing up on time and completing jobs

Quality Control (20%) — Avoiding re-cleans, refunds, and complaints

Operational Hygiene (15%) — Completing checklists and submitting photos

Your score updates automatically after each job and piece of feedback. Everyone starts with a perfect score of 100 until there's enough data to calculate a real one.
We use a rolling 90-day window — so a rough patch doesn't follow you forever. Keep doing great work and your score will reflect it.

Question 2

How much do I get paid?

Accepted Answer

Our base rate starts at $45/hour.
Cleaners who consistently deliver great results can earn up to $50/hour through performance bonuses such as:
Customer reviews

Reliability

Availability

Question 3

Understanding Provider Tiers

Accepted Answer

What Are Tiers?
SimplyMaid uses a tier system to recognize and reward reliable cleaners. As you complete more jobs and maintain strong performance, you unlock higher tiers with better pay rates.
Tier Levels
Tier
Min Score
Min Jobs
Pay Rate
New
—
—
$45/hr
Trusted
75
10
$46/hr
Preferred
85
20
$47/hr
Top Rated
92
50
$48/hr
How Promotions Work
When you qualify for a higher tier, you'll receive a notification. Promotions are opt-in — you choose whether to accept. When you accept, your new pay rate takes effect immediately.
What Changes at Trusted
Once you reach Trusted tier, jobs are assigned directly to your schedule without the acceptance step. This means more convenience and faster booking confirmations.
Maintaining Your Tier
Your tier is based on your performance score and completed job count. If your score drops below the threshold for your current tier, you may be moved to the appropriate tier. However, your pay rate never decreases.
Self-Pause
Need a break? You can pause your account from your profile page without losing your tier status. When you resume, you pick up right where you left off.
Frequently Asked Questions
What if I need sick days? Taking occasional time off won't affect your tier. Use the self-pause feature for planned breaks.
Can I go back to acceptance mode? When offered a promotion, you can choose to stay on acceptance mode if you prefer reviewing each job individually.
What happens if my score drops? If your score falls below the threshold, you'll be moved to the appropriate tier. Your pay rate is protected and never decreases.
Can I pause without losing my tier? Yes! Use self-pause in your profile. Your tier is preserved during pauses.

Question 4

How do I request more time on a job?

Accepted Answer

Use Request More Time when the home needs extra attention — the customer approves by SMS.
You'll see a Request More Time button in the bottom action bar while a job is active. Tap it to open the request sheet.
Two options to choose from:
⭐ Plus — +1 Hour (+$93) — for homes needing a bit more attention than the base booking allows

💎 Intensive — +2 Hours (+$185) — for neglected or heavily used homes that need deep attention

How approval works:
The customer gets an SMS asking them to approve

If they don't reply within 30 minutes, the request is auto-approved so you can keep working

You'll see the status update on your job screen as soon as the customer responds

When to use it:
The home is significantly more work than the booking covers (hoarding, heavy soiling, pet hair, post-renovation dust)

The customer has added rooms or areas on arrival that weren't in the booking

You've started the clean and realise the allocated time genuinely can't deliver a great result

Tips for a smooth request:
Send the request early — don't wait until you're already over time

Add a brief note to the customer by SMS explaining what you found

If you're unsure, call ops on 1300 009 363 before sending

This keeps your earnings fair and the customer happy with the end result — no awkward conversations about extra charges at the door.

Question 5

How do I check in to a job?

Accepted Answer

Two taps: En Route on your way, Start Job when you arrive.
On the day of your job, open the booking from your Today screen. A bottom action bar appears with two buttons.
Step 1 — Tap "En Route" when you leave
Pick your ETA: 15, 30, 45, or 60 minutes

The customer is automatically notified by SMS with your arrival time

You can tap this from anywhere — your driveway, a café, the previous job

Step 2 — Tap "Start Job" when you arrive at the property
This is your official check-in

Starts the job timer and unlocks the interactive checklist

Protects your Reliability score (40% of your composite score) by recording on-time arrival

Why check-in matters:
It's the single easiest way to build your score as a new provider

Customers see exactly when to expect you — fewer "are you coming?" calls

Auto-assigned providers still benefit: on-time check-ins speed up your path to Trusted tier

Important:
Job actions only appear on the day of service — if it's tomorrow, you'll see "Job actions available on the day of service"

If you've been auto-assigned (Trusted tier and above) you'll see a green "Auto-assigned — no action needed" strip. Check in normally.

If plans change, tap Can't Attend instead of skipping check-in

Question 6

How do I mark a job as complete?

Accepted Answer

Slide the green button at the bottom of the screen — that's it.
Once you've started a job and finished the clean, the bottom action bar shows a Slide to Complete Job bar.
How to complete:
Make sure all interactive checklist items are ticked (tick them as you go)

Take your before/after photos if the job calls for them — customers love them and they protect your Quality Control score

Slide the green button all the way to the right

You'll see a confirmation toast with the job duration in minutes

What happens next:
The job moves from In Progress → Completed

Your earnings for this job are locked in and added to the current week's pay run

The customer is asked to leave a rating (which feeds your Satisfaction score — 35% of your composite)

You're free to head to your next job

Why the slide (and not a button)?
Prevents accidental taps — you can't slide by mistake if your phone is in your pocket

Gives you one final chance to double-check you're really done before the timer stops

Before you slide, double-check:
Every checklist item is ticked

Photos are uploaded (if required)

You've done a final walk-through with the customer if they're home

Rubbish and your equipment are out of the property

The slide is the last step — once it's done, the job is locked in and payment is on its way.

Question 7

How do provider tiers work, and how much can I earn?

Accepted Answer

You move through four tiers as you complete jobs and keep customers happy. Each tier unlocks a higher hourly rate.
The four tiers:
New — $45/hr. Your starting tier. You'll be asked to tap "Accept" on assigned jobs to confirm attendance until you build a short track record.

Trusted — $46/hr. Unlocked at 10+ completed jobs and a quality score of 75+. Jobs are auto-assigned — no more acceptance prompts.

Preferred — $47/hr. Unlocked at 20+ completed jobs and a quality score of 85+. Priority matching for recurring clients.

Top Rated — $48/hr. Unlocked at 50+ completed jobs and a quality score of 92+. First pick of premium bookings and the highest hourly rate on the platform.

How your score works:
Your composite score (0–100) blends three categories:
Reliability (40%) — on-time arrival, avoiding last-minute cancellations, checking in and out through the app, completing in-app checklists, uploading photos

Customer satisfaction (35%) — star ratings from customer feedback, with small boosts when customers leave tips

Quality control (25%) — avoiding re-cleans, refunds, and complaints

New providers start with a baseline score of 100 until they've had 5 rated jobs — we give you the benefit of the doubt while customer feedback comes in.
How to move up a tier:
Arrive on time, every time — the 1-hour arrival window is the easiest score to protect

Check in and check out through the app, and complete the in-app checklists for each job

Upload before/after photos — customers love them and they support your score

Communicate early if anything changes on your end

Take pride in the details — five-star reviews compound fast

How long does it usually take?
It depends on how many jobs you do each week and how consistently you deliver a great result. A rough guide for providers who keep a strong quality score:
3 jobs per week — Trusted in about 3–4 weeks, Preferred in about 7 weeks, Top Rated in about 4 months

5 jobs per week — Trusted in about 2 weeks, Preferred in about 4 weeks, Top Rated in about 10 weeks

Your rate is protected:
Promotions always bump your hourly rate up. Demotions never drop your pay — once you reach a higher rate, it's yours to keep. If your score dips below a tier threshold later, your tier label may change but your hourly rate stays where it is.
Tier changes happen automatically after each score recalculation. You don't need to apply or wait for approval — once you hit both the score and jobs threshold, the new rate kicks in on your next payout.

Question 8

How do I view my payments and payment due dates?

Accepted Answer

Open the Earnings tab to see every pay run, what you'll be paid, and exactly when.
Tap Earnings from the main navigation. You'll land on a clean weekly view with everything in one place.
What you'll see:
This Week's Pay Run — a big hero card at the top showing the current week's running total, job count, tips, and the exact Thursday you'll be paid

Pay Runs history — every past week, newest first, with status (Open, Closed, Processing, Paid, Delayed)

Expandable breakdowns — tap any past pay run to see base earnings, tips, bonuses, deductions, and a job-by-job list with earnings per job

How the pay schedule works:
Each pay period runs Monday → Sunday (Sydney time)

Payments are processed the following Thursday (4 days after the period ends)

Payments land in the bank account you nominated during onboarding

What the status badges mean:
Open — the current week, earnings are still accumulating

Closed — week has ended, being prepared for payout

Processing — payout is being calculated

Submitted — sent to the bank

Paid — landed in your account ✓

Delayed — something needs attention (contact ops on 1300 009 363)

Inside each pay run you'll see:
Base Earnings — your hourly rate × hours worked

Tips — customer tips (100% yours)

Bonuses — drive bonuses for long-distance jobs, recognition bonuses

Deductions — rarely used, always clearly labelled

Quick tips:
Tips show on job detail pages too, next to each completed job

Your next payout Thursday is always shown at the bottom of the Earnings page

If a Paid status hasn't landed in your bank by end of Friday, call ops — we'll trace it for you

No invoices, no chasing. Every Thursday, your work lands in your account.

Question 9

Customer Satisfaction — what counts?

Accepted Answer

Customer Satisfaction makes up 40% of your score — the biggest slice. It's based on the star ratings customers give you after each clean.
How it's calculated:
We look at your average rating over the last 90 days

Ratings from the last 60 days count at full weight

Older ratings (61-90 days) count at half weight — so recent improvements matter more

What the numbers mean:
Average 4.8+ → Score of 100 (outstanding)

Average 4.0–4.7 → Score of 60–99 (solid)

Average 3.8–3.9 → Score of 40–59 (needs attention)

Below 3.8 → We'll flag this for a friendly check-in

Important: If you've had fewer than 5 rated jobs, you start with a perfect score of 100. We don't judge you until there's enough data.
Tips to improve:
Pay attention to the little details customers notice

Communicate if something isn't right (customers appreciate honesty)

Follow the cleaning checklist closely

Question 10

How and when do I get paid?

Accepted Answer

Payments are made weekly, directly to your nominated bank account.
You'll always see clear job pricing before accepting a job — no surprises.

Question 11

Are there penalties or pay deductions?

Accepted Answer

No hidden deductions.
Any adjustments (for example, cancellations or changes) are clearly communicated and handled fairly.

Question 12

Reliability — showing up matters

Accepted Answer

Reliability makes up 25% of your score. It's about being someone customers and the team can count on.
What we look at:
On-time arrival (40% of this category) — Arriving within 10 minutes of your scheduled time

No-shows (30%) — Each no-show has a significant impact (-15 points each)

Last-minute cancellations (15%) — Cancelling within 24 hours of the job

Job completion (15%) — Finishing the jobs you start

The 10-minute grace period: We understand traffic, parking, and life. You have a 10-minute grace period on every job — no penalty within that window.
Tips to improve:
Plan your route the night before

Allow buffer time between jobs

If you're running late, let us know as early as possible — communication counts

Only accept jobs you can realistically complete

Question 13

Am I an employee or an independent contractor?

Accepted Answer

You'll work as an independent contractor.
That means you control when and where you work, while we handle:
Bookings

Payments

Customer support

Question 14

Quality Control — getting it right the first time

Accepted Answer

Quality Control makes up 20% of your score. This is about consistently delivering a clean that customers are happy with.
What we look at:
Re-clean rate — How often a customer requests a re-clean after your visit

Refund rate — How often a refund or credit is issued for quality reasons

Verified complaints — Complaints that admin has reviewed and confirmed

Good news: Most cleaners score very well here. If you follow the checklist and communicate clearly, quality issues are rare.
Tips to improve:
Always follow the job checklist — it's your safety net

Do a final walk-through before leaving

If something can't be cleaned properly (e.g., old stain, damaged surface), take a photo and note it

Ask about customer preferences when you notice them

Question 15

Do I choose my own schedule?

Accepted Answer

Yes — you pick when and where you work, and we auto-assign jobs to match.
You're in control of three things:
Your availability — the days and hours you want to work each week

Your driving range — how far you're willing to travel from home. Default is 90 minutes, and you can tighten it to 30, 40, or 60 minutes if you'd rather stay close

Your home base — jobs are measured from your home address, not a city centre

Once your schedule and driving range are set, we auto-assign bookings to you based on:
Your available days and time windows

Customer postcodes inside your driving range

The shortest drive time from your home

Flexible schedules are welcome. Change your availability anytime — add hours, remove hours, block out dates, or narrow your driving range if life gets busy.
Consistent schedules earn consistent work. Recurring weekly and fortnightly clients are matched to providers with steady, predictable hours. If you want regular income from the same customers each week, keep your availability stable and your driving range wide.
There are no minimum hours and no lock-in commitments — but the more hours you offer and the wider your driving range, the more jobs we can send your way.

Question 16

Operational Hygiene — the professional touches

Accepted Answer

Operational Hygiene makes up 15% of your score — the smallest category, but it shows professionalism.
What we look at:
Check-in rate (25%) — Completing the before-start checklist

Check-out rate (25%) — Completing the before-leave checklist

Checklist completion (25%) — Finishing all items on your checklist

Photo submissions (15%) — Uploading required photos

Communication (10%) — Responding to messages promptly (coming soon)

If you haven't had any checklists yet, your score defaults to 100 — we don't penalise you for something you haven't had a chance to do.
Tips to improve:
Make checklists a habit — do them every single job

Take clear, well-lit photos when required

Check your app for messages between jobs

Question 17

Score Zones — what your score unlocks

Accepted Answer

Your score places you in a zone that determines the types of jobs you can access. Think of it like levelling up.
🟢 Green Zone (90–100) — Top tier
Priority access to high-value jobs

Recurring client bookings

Maximum earning potential

You're one of our best — and customers notice

🟡 Yellow Zone (75–89) — Solid performer
Normal job access

Recurring client bookings

Room to grow into Green with a few improvements

🟠 Orange Zone (60–74) — Needs improvement
Standard jobs only (no premium or recurring)

We'll send you coaching tips to help you improve

This is a sign to focus on the areas that need work

🔴 Red Zone (below 60) — Improvement plan
Jobs are paused while we work with you

A 14-day improvement plan is created automatically

Admin support is available to help you get back on track

Remember: Your zone is based on a 90-day rolling window. A bad week doesn't define you — consistent improvement does.

Question 18

What types of jobs will I receive?

Accepted Answer

We focus on premium residential cleaning, including:
Regular home cleaning

Deep cleans

Move-in / move-out cleans

Job details are clear upfront so you know exactly what's expected.

Question 19

Do I need to accept jobs before they're confirmed?

Accepted Answer

New providers are asked to accept assigned jobs to confirm they've seen the booking and will be there.
Here's how it works:
When you're assigned a new job, you'll receive an email, SMS, and in-app notification

Each notification includes an Accept Job button — just tap it to confirm

You have 12 hours to accept, with friendly reminders at 4 and 8 hours

If you don't accept in time, our admin team will follow up

Once you've built up your track record (completed 5+ jobs and reached a strong quality score), acceptance becomes automatic — you won't need to tap accept anymore.
Accepting quickly shows reliability and is good for your score. Providers who consistently accept fast earn higher ratings and get priority for the best jobs.

Question 20

What happens if my score drops?

Accepted Answer

We coach before we penalise. Dropping into a lower zone isn't the end — it's a signal that something needs attention.
If you drop to Orange:
You'll receive coaching tips relevant to your lowest-scoring category

We'll highlight specific areas to focus on

You keep working, just without premium job access

If you drop to Red:
Job access is paused temporarily

A 14-day improvement plan is created with clear goals

Admin support is available to help you through it

Once your score improves, you're back in action

We look at patterns, not one-offs. A single bad review or late arrival won't destroy your score. The 90-day window and weighted calculation ensure fairness.
The goal is simple: help you become the best cleaner you can be. We succeed when you succeed.

Question 21

Why do I need to complete the Simply Maid Academy?

Accepted Answer

The Academy ensures every cleaner understands our quality standards and service expectations.
It helps:
Protect your pay

Set clear expectations with clients

Maintain a professional standard across the platform

Good cleaners appreciate clarity — and customers do too.

Question 22

How do tips work?

Accepted Answer

Customers can leave you a tip when they submit their feedback after a clean.
Key things to know:
100% of tips go directly to you — Simply Maid takes nothing

Tips are added to your weekly payout

Tip amounts are $5, $10, $15, or $20

Tips do NOT affect your quality score. They're a separate recognition signal — a way for customers to say "thank you." Not receiving tips will never hurt your score or standing.
How to earn more tips:
Small personal touches go a long way (e.g., neatly folding towels, leaving a tidy kitchen)

Be friendly and professional

Communicate clearly about what you've done

Go the extra mile when you can — customers remember it

Question 23

What happens if I get a bad review?

Accepted Answer

We understand that things don't always go perfectly.
Occasional issues are handled fairly

We look for patterns, not one-offs

Support is available to help resolve problems

Cleaners who communicate and care are always supported.

Question 24

Google Review Bonus — earn $10 for named reviews

Accepted Answer

When a customer leaves a Google review that mentions you by name, you earn a $10 bonus.
How it works:
A customer leaves a Google review for Simply Maid

They mention your name in the review (e.g., "Sarah was amazing!")

We detect the mention and apply the bonus automatically

The $10 appears in your next weekly payout

This is separate from your quality score — it's part of our Recognition system, which only ever helps you, never hurts.
Tips to encourage named reviews:
Introduce yourself at the start of each job

Leave a friendly note or thank-you card (optional but effective)

Deliver consistent, memorable service — the kind people talk about

Named reviews also count toward your Recognition Tier, which unlocks badges and milestone rewards.

Question 25

What do I need to apply?

Accepted Answer

To apply, you'll need:
Valid driver's licence or passport

Police check

ABN

Bank details

Insurance requirements will be explained during onboarding.

Question 26

Do I need to provide my own cleaning equipment and supplies?

Accepted Answer

Yes. All Simply Maid cleaners are required to arrive fully equipped for every job.
This ensures:
Consistent service quality

Professional standards across all jobs

No delays or confusion on arrival

Specific supply requirements are clearly outlined during onboarding and in the Simply Maid Academy.

Question 27

Recognition Tiers — earn badges for excellence

Accepted Answer

Beyond your quality score, we have a Recognition system that celebrates providers who consistently go above and beyond. Recognition can only help you — it never hurts your score.
🏅 Trusted Professional
Score of 75+ (Green or Yellow zone)

2 or more named Google reviews

No unresolved quality issues

You're reliable, professional, and customers trust you

💜 Customer Favourite
Score of 90+ (Green zone)

5 or more named Google reviews

3 or more repeat-request customers

$50+ in tips earned

Customers specifically ask for you

👑 Elite Cleaner
Score of 95+ (Green zone)

10 or more named Google reviews

5 or more repeat-request customers

$100+ in tips earned

Zero quality incidents

You're one of the very best on the platform

These tiers are badges of honour — they appear on your profile and help customers know they're in great hands.

Question 28

Can I work with a partner or team?

Accepted Answer

Yes — team and paired cleaners are supported.
Details can be discussed during onboarding.

Question 29

Cleaner Toolkit - What You Should Have With You at EVERY Clean

Accepted Answer

Products
Disinfectant cleaner

Window / Glass Cleaner

Multi-Purpose Spray

Tile Cleaner

Wood floor cleaner

Soap scum remover

Stainless Steel Care & Cleaner

Easy Off oven cleaner (lemon scent for less harsh smell)

Toilet & Bathroom Cleaners

Wood furniture & cabinet cleaner

Gumption cleaner (A mild abrasive for ingrained stains and dirt)

Air fresheners / deodorizers

Supplies & Equipment
Cleaning Container / Bucket (with 2 dividers to keep supplies in)

Microfiber scrub pads (for bathrooms and kitchen sinks)

Colour-coded microfiber clothes (for bathrooms & kitchens. Use different colours for each room not to cross-contaminate)

Vacuum cleaner, with attachments for hardwood and carpet, and hose attachment

Disposable toilet bowl brush (with replaceable scrub pad)

Microfiber Mop & Microfiber Mop Pads for Wet & Dust

Swift duster 360 (or short & long microfiber dusters)

Extended Duster (for difficult-reach areas & cobwebs)

Squeegee (for windows and shower screens)

2-step ladder/stool

Disposable Gloves

Toothbrushes

Mini grout brush (for showers)

Mop & Bucket

Lint roller (excellent for picking up pet hair)

Paper Towels (for disposable cleaning such as toilet bowls, inside oven, fridge etc..)

Question 30

Customer Advocacy — your trend indicator

Accepted Answer

Your Customer Advocacy trend shows whether customer appreciation for your work is growing, steady, or declining.
How it's calculated:
We compare the last 45 days with the previous 45 days, looking at:
Named Google reviews

Tips received

The three trends:
↑ Trending Up — Customers are appreciating your work more and more

→ Stable — You're maintaining a consistent level of appreciation

↓ Trending Down — Appreciation has dipped — might be worth reflecting on recent jobs

This is purely informational. Your trend never affects your quality score, zone, or job access. It's a personal insight to help you track how customers feel about your work over time.

Question 31

How long does approval take?

Accepted Answer

Most applications are reviewed within 24–48 hours, provided all documents are submitted correctly.

Question 32

Our approach to quality

Accepted Answer

At Simply Maid, we believe great cleaners deserve great support.
Our quality system is built on these principles:
Score behaviours, not personalities — We measure what you do, not who you are

Coach before penalise — If something's off, we help you fix it

Fair windows — A rough patch 3 months ago doesn't define you today

Positive recognition — Tips, reviews, and repeat customers can only help you

Transparency — You can always see exactly how your score is calculated

We succeed when you succeed. Every feature in our scoring system is designed to help you become a better cleaner and earn more — not to catch you out.
If you ever feel something is unfair, please reach out. We review every concern and adjust if needed.

Question 33

Is everyone accepted?

Accepted Answer

No.
We review every application to ensure quality and reliability standards are met.
This helps:
Protect cleaners already on the platform

Maintain fair pay

Question 34

What do customers see about my score?

Accepted Answer

Customers see a simplified version of your profile:
Your star rating (average from feedback)

Your Recognition tier badge (if you've earned one)

Number of completed jobs

Whether you're a repeat-requested cleaner

Customers do NOT see:
Your composite score number

Your zone colour

Individual category breakdowns

Any improvement plan details

Your detailed scoring information is private to you and Simply Maid admin. It exists to help you improve, not to be publicly displayed.

Question 35

Is Simply Maid right for me?

Accepted Answer

Simply Maid is a great fit if you:
Take pride in your work

Show up on time and communicate clearly

Want long-term, stable work

It may not be the right fit if you're looking for:
Cash-in-hand jobs

No standards or accountability

One-off, rushed work

Question 36

Repeat-request customers — what are they?

Accepted Answer

When a customer books with Simply Maid and specifically requests you, that counts as a repeat-request.
Why it matters:
Repeat customers are the strongest signal that you're doing excellent work

They count toward your Recognition Tier (3+ for Customer Favourite, 5+ for Elite Cleaner)

They're a sign of trust and consistency

How to build repeat customers:
Be consistent — deliver the same quality every time

Remember their preferences (pets, no-go areas, preferred products)

Be friendly and professional

Small touches that make their home feel cared for

Repeat customers are valuable for your earnings too — recurring bookings mean stable, predictable income.

Question 37

Our fair scoring promise

Accepted Answer

We commit to these principles in how we score you:
✓ No penalties for things outside your control
If a customer gives you a bad rating because of traffic, weather, or something unrelated to your work — we review it.
✓ Tips never hurt you
Not receiving tips will never reduce your score. Tips are a positive-only signal.
✓ Minimum job threshold
We don't calculate a real satisfaction score until you've had at least 5 rated jobs. Until then, you start at 100.
✓ Recent work matters more
Ratings from the last 60 days count at full weight. Older ratings (61-90 days) count at half weight. Nothing older than 90 days counts at all.
✓ One bad day won't ruin you
The rolling average smooths out individual bad experiences. Consistency is what matters.
✓ Open to feedback
If you think your score is wrong, tell us. We'll look into it.

Question 38

Why does Simply Maid pay more than other platforms?

Accepted Answer

Because we prioritise:
Cleaner retention

Service quality

Long-term client relationships

Paying fairly leads to better outcomes for everyone — cleaners, customers, and the business.

Question 39

Acceptance Rate — what it means

Accepted Answer

Your Acceptance Rate shows what percentage of job offers you follow through on after being assigned.
How it's calculated
Every time you're assigned to a job, that counts as a job offer. If the job proceeds normally (you complete it, or the customer cancels, or admin reschedules), the offer counts as accepted. If you withdraw after being assigned, the offer counts as not accepted.
Acceptance Rate = offers you kept / your last 100 offers
A concrete example
Say you've had 100 job offers. You withdrew from 8 of them for personal reasons. The other 92 proceeded normally — some you completed, some the customer cancelled, some were rescheduled by admin.
Your Acceptance Rate = 92% (92 kept out of 100).
Tier thresholds
80% to reach Trusted

85% to reach Preferred

90% to reach Top Rated

Below 70% triggers an At Risk flag

What doesn't count against you
Customer cancellations

Admin rescheduling

Jobs removed for reasons outside your control

Tips to keep it high
Keep your availability calendar accurate — fewer surprise conflicts

If you need time off, block it in advance rather than withdrawing from assigned jobs

Review job details when notified, and flag concerns early

Question 40

Completion Rate — finishing what you start

Accepted Answer

Your Completion Rate tracks whether you finish the jobs you're assigned to.
How it's calculated
We look at your most recent 100 job assignments and check how each one ended.
Completion Rate = completed jobs / your last 100 assignments
What counts as a provider-fault removal
These reduce your Completion Rate:
No-show — You didn't arrive and didn't let us know

Couldn't attend — You withdrew on the day or didn't attend for a personal reason

Other provider-initiated removals

What does NOT reduce your rate
These are tracked separately and won't hurt you:
Customer cancellations

Admin rescheduling for operational reasons

Jobs cancelled due to weather, emergencies, or other factors outside your control

Each removal has a reason code. We use these to make sure your rate only reflects things within your control.
Tier thresholds
85% to reach Trusted

90% to reach Preferred

95% to reach Top Rated

Below 80% triggers an At Risk flag

How to keep it high
Only accept jobs you can realistically complete

If something comes up, let us know as early as possible — early notice is always better

Check your schedule daily so you're never caught off-guard

Question 41

On-Time Rate — arriving when expected

Accepted Answer

Your On-Time Rate shows how often you arrive within the expected window.
How it's calculated
When you're assigned a job with a scheduled start time, the customer sees a 1-hour arrival window. For example, if the scheduled time is 9:00 AM, the customer expects you between 9:00 and 10:00 AM.
If you check in during that window, the job counts as on-time. If you check in more than 60 minutes after the scheduled start, it counts as late.
On-Time Rate = on-time arrivals / your last 100 completed jobs
The 60-minute window
This is deliberately generous. We know traffic, parking, and navigation aren't always predictable. The 1-hour window matches what customers are told, so arriving at minute 55 is just as "on-time" as arriving at minute 1.
Tier thresholds
80% to reach Trusted

85% to reach Preferred

90% to reach Top Rated

Tips to stay on-time
Check your schedule the night before and plan routes

Allow extra buffer in unfamiliar areas or during peak traffic

Check in on the app as soon as you arrive — don't forget this step

If you're going to be significantly late, contact us. We can manage the customer's expectations

Question 42

Customer Rating — what customers think

Accepted Answer

Your Customer Rating is the most visible metric — it's the star rating customers see on your profile.
How it's calculated
After each clean, customers can rate you from 1 to 5 stars. Your Customer Rating is the simple average of your most recent 100 ratings.
No weighting, no formulas — just the straightforward average.
What affects it
Star ratings from customers (1–5)

Only the most recent 100 ratings count

What does NOT affect it
Tips — Whether a customer tips has zero impact on your rating

Written feedback — Comments are for your reference, they don't change the number

Customer cancellations — No rating = no impact

Tier thresholds
3.5 to reach Trusted

4.0 to reach Preferred

4.5 to reach Top Rated

Below 3.5 triggers an At Risk flag

How to improve
Follow the cleaning checklist — it covers the things customers care about most

Communicate proactively (e.g., "I noticed a stain on the carpet that won't come out — just wanted to let you know")

Be consistent across visits. Customers rate reliability as much as quality

Small touches matter — neatly arranged cushions, folded towels, a sparkling sink

If feedback mentions a specific area, focus on that next time

Question 43

Cleans and activity — staying active

Accepted Answer

Two of your 6 metrics track your activity level rather than a percentage or average.
Cleans Last 30 Days
This is simply the count of jobs you've completed in the last 30 days. It updates daily as new jobs are completed and older ones fall outside the window.
There's no minimum to maintain your tier, but higher activity shows customers and our team that you're actively working. Providers with more recent activity are generally considered first for new job offers.
Lifetime Cleans
Your total completed jobs since you joined Simply Maid. This number only ever goes up.
Tier thresholds for Lifetime Cleans:
10 completed jobs to reach Trusted

30 completed jobs to reach Preferred

75 completed jobs to reach Top Rated

Why activity matters
Customers like seeing an experienced provider. A provider with 200+ lifetime cleans signals someone who knows what they're doing

Recent activity (last 30 days) shows you're current and engaged

Consistent activity over time naturally builds your lifetime count

No penalties for quiet periods
Taking a holiday or having a slow week won't damage your tier. Your percentage-based metrics use rolling windows of your last 100 events — not time-based windows. So a break doesn't create "gaps" that hurt your rates.
Your Lifetime Cleans never decreases, and Cleans Last 30 Days simply reflects your recent volume — it's informational, not punitive.

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Popular Questions

How much do I get paid?

How and when do I get paid?

Am I an employee or an independent contractor?

Do I choose my own schedule?

Browse by Topic

Quality

How does my quality score work?

Customer Satisfaction — what counts?

Reliability — showing up matters

Quality Control — getting it right the first time

Operational Hygiene — the professional touches

What happens if my score drops?

What happens if I get a bad review?

Recognition Tiers — earn badges for excellence

Customer Advocacy — your trend indicator

Our approach to quality

What do customers see about my score?

Repeat-request customers — what are they?

Our fair scoring promise

Acceptance Rate — what it means

Completion Rate — finishing what you start

On-Time Rate — arriving when expected

Customer Rating — what customers think

Cleans and activity — staying active

Getting Started

How much do I get paid?

How do provider tiers work, and how much can I earn?

Am I an employee or an independent contractor?

What types of jobs will I receive?

Do I need to accept jobs before they're confirmed?

Why do I need to complete the Simply Maid Academy?

What do I need to apply?

Can I work with a partner or team?

How long does approval take?

Is everyone accepted?

Is Simply Maid right for me?

Why does Simply Maid pay more than other platforms?

Scheduling

How do I request more time on a job?

How do I check in to a job?

How do I mark a job as complete?

Do I choose my own schedule?

Payments

How do I view my payments and payment due dates?

How and when do I get paid?

How do tips work?

Google Review Bonus — earn $10 for named reviews

Other

Understanding Provider Tiers

Score Zones — what your score unlocks

Cleaner Toolkit - What You Should Have With You at EVERY Clean

Policies

Are there penalties or pay deductions?

Compliance

Do I need to provide my own cleaning equipment and supplies?

Still need help?

Get in touch

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