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