What are Driver Score and Acceptance Rate?
Driver Score and Acceptance Rate are metrics used to highlight potentially harmful or dangerous interactions with Bolt platform. Their purpose is to help you improve the quality of service you provide.
Why accepting trips is important
Estimated time of arrival (ETA) to a selected pick-up point is a key aspect of transportation services offered on Bolt platform. When matching a driver with a rider our app takes ETA into account ensuring the best possible match.
When you receive a ride request, that means you’re the best fit. Rejecting or not responding to this request will offer it to the next best driver, but this generally results in a longer wait for the rider and can lead to potential safety issues for passengers waiting for a journey.
A longer wait time increases the likelihood of the rider cancelling their request. If this happens frequently, the rider will stop using the Bolt platform altogether, which results in a smaller pool of riders, fewer ride requests and, ultimately, lower earnings for drivers.
Accepting orders is, therefore, one of the most important elements in making sure riders stay safe and keep returning to Bolt.
The Acceptance Rate is a metric that shows the percentage of orders you have accepted from your past 100 requests. You can check your Acceptance Rate inside your Bolt Driver app.
Drivers are always in full control of their schedules and the type of orders they’re willing to receive. That’s why they can always make a free choice to accept an order or not. Moreover, Bolt Driver app allows you to indicate your preferred service radius. Orders from outside this radius will not usually be offered to you, unless there are no other available drivers. But you will of course have a choice to simply not accept it/reject it.
Choosing not to accept orders that come outside of your indicated service radius, orders with some location and/or timing features as well as orders with some payment methods that you opted-out from will not be counted towards the Acceptance Rate. However, should you choose to accept such an order - it will still increase your Acceptance Rate.
It is important to emphasize that drivers are always in full control to confirm journeys offered or not. The Acceptance Rate is thus never used to penalise drivers.
Completing accepted trips
Once a trip has been accepted, it’s important to complete it as you have made a commitment to your rider. Equally, not moving towards a pick-up point in anticipation that the rider may cancel the trip results in the same failure to uphold your commitment to provide service.
The frequent cancellation of accepted rides is a major contributing factor to riders leaving the platform, which again ultimately leads to reduced earnings for drivers.
However, we understand that cancellations sometimes can’t be avoided.
The following behaviour patterns deliver poor user experience and benefits neither drivers nor riders:
- Accepting a ride request without the intention of providing it immediately to meet the ETA offered to a rider as part of transportation service offer
- Marking a trip as started without the rider actually being in the vehicle
- Cancelling a trip after reaching the pick-up point without making a genuine attempt to locate the rider.
- Repeatedly and consistently confirming journeys and then canceling them.
Last but not least, the safety of trips is of primary importance.
Bolt has a duty to identify and prevent (if possible) service safety issues and concerns. Drivers are expected to treat health and safety with utmost importance and ensure that no health and safety concerns arise throughout the trip.
We will always do whatever we can to prevent harmful behaviour by both riders and drivers. Avoiding such behaviours is the only way to ensure the integrity of the platform.
To help you understand any potentially dangerous and/or harmful behaviour signals we’ve picked up from the trips you’ve made, we’re calculating the percentage of what we call ‘good trips’.
This score is calculated based on the past 100 trips that you have accepted and committed to. By default, all trips are considered good.
A trip can be marked as bad and result in a reduction from an overall score of 100 if we pick up a signal about potentially dangerous and/or harmful conduct, such as:
- Not moving toward the pick-up point, resulting in the rider cancelling the trip
- The rider cancelling a trip after you have picked them up due to safety concerns
- You cancel the trip before even reaching the pick-up point
- You cancel the trip after reaching the pick-up point without calling or messaging the rider
- The rider giving you a 1 or 2-star rating due to cleanliness, conduct or safety concerns
- The rider raising concerns about health and safety or similar concerns after a trip.
Your Bolt Driver app can give you a full breakdown of your score and why it dropped at a certain point.
Review, disabling access, and appealing
Consistent or repetitive signals about harmful or dangerous behaviour will trigger a warning and may be followed by an additional guidance on how to avoid this in the future.
If your score continues to drop, your access to the Bolt platform will be temporarily disabled and your account will be reviewed by the Bolt team.
The review process will determine concerns about the potentially dangerous or harmful actions that contributed to a drop in your Driver Score. This review should take no longer than 2 working days, from the moment the temporary suspension was applied.
Depending on the results of the review, the temporary access suspension will either be lifted or extended for a 12 month period. We will notify you of the outcome of the review immediately via email or other means.
You may, of course, appeal the decision to suspend your account for 12 months. To contest a suspension decision, go to your Bolt Driver application News > Get help > Account > My platform access is disabled due to a low driver score.
Please note that your appeal must be initiated within 30 days of the decision to suspend your account for a period of 12 months.
Also, see our Internal Complaint Handling System Rules.