Driver Performance Scorecard

FAQ

What is the driver performance scorecard?

The performance scorecard is a view that shows you a measure of your performance based on your on-time pickups, deliveries and service appointments. With your scorecard, you can see where you’re doing well and where you can improve to build the best relationships with your broker and shipper customers, and grow your business.

Why is my performance scorecard important?

The CloudTrucks platform is designed to help build a successful trucking business. In order for you to have a strong business, you need strong relationships with brokers and shippers, who require great performance from those who move their freight. They want on-time pickups and deliveries. When you are empowered with your performance scores, you have an explicit measure of how you are servicing your customers and whether there are any areas you can focus on improving.

These types of performance metrics are fairly standard and well understood across the industry, so you can (and should!) also share your good performance scores with your broker and shipper customers as you’re trying to secure a load.

And if you’re ever in need of support from our team, it’s also helpful for us to be able to see this aggregated data on your performance so we can help you accordingly.

What are the different types of performance scores and what does each one mean?

There are three performance score ratings you can receive for on-time performance (incorporating pick-up, delivery & service): Excellent, Satisfactory and Needs Attention.

Here’s what each rating means:

• Excellent means your scores are between 95 and 100. You’re doing great and there are little or no factors affecting your performance scores. Keep up the great work!
• Satisfactory means your scores are between 90 and 95. You’re doing good, but please be attentive to your performance metrics as your scores were impacted by a few incidents. Reach out to our team if you need assistance.
• Needs Attention means your scores are below 90. You should focus on improving your performance to best serve your customers. Our team can provide guidance on how to improve your scores.

How does CloudTrucks calculate my performance score and where do you get the data?

We calculate your on-time rate by looking at your load history and seeing how often you arrive on-time for pick-ups, drop-offs and service appointments. We maintain a 30-minute margin window.

How often are the performance scores refreshed?

Performance scores are refreshed daily.

How can I improve my performance scores?

To score high for on-time performance, ensure you’re arriving on-time for pick-ups, deliveries and service appointments. That means planning ahead and giving yourself enough lead-time to make your scheduled appointments. If you anticipate any challenges making your appointments on-time, communicate with your customers and let them know.

How long will it take to improve my performance score?

The data impacting your scores is first-in, first-out so the more you drive and perform on-time for pick-up, delivery and service appointments, the more easily you can push off any infractions from your record.

We encourage you to always focus on on-time performance, as long as it is safe for you to do so.

Who can view my performance scores?

All drivers can view their performance scores in the CloudTrucks app. Admins will be able to view the performance scores of all drivers in their fleet, as well as their own.

Does CloudTrucks share my performance score with anyone else?

We will use the data from your performance score to inform the support we provide to you as your grow your trucking business. From time to time we may share data with brokers and shippers to reverse infractions like DNUs or Freight Guards, or secure direct-shipper loads for the Virtual Carrier community, for example. If we ever share data, it will be aggregated and anonymized to protect drivers’ identities. We take great care to safeguard your data - check out our Privacy Policy.

Where can I find my performance score in-app?

Towards the top of the home page, just below “Weekly Revenue” you’ll see a section that says “Safety & performance scores. Tap the arrow on that line and you’ll be re-directed to your main scorecard page, where you’ll see your safety score, along with your performance score.

From there, you can tap into your scores to learn more about them and what they mean.

Can I share my performance scorecard with brokers and shippers outside of CloudTrucks?

Yes! In fact, we encourage you to. Feel free to screenshot your scores and send it to brokers and shippers you’re trying to book loads with. If your performance scores are good, showing them this information should help squash any hesitations they have about your service.

These types of performance metrics are fairly standard and well understood across the industry, so you can (and should!) also share your good performance scores with your broker and shipper customers as you’re trying to secure a load.

How can I share feedback or questions about my score?

If you have feedback or questions about your performance scores, please contact your business consultant. You can also reach the team at [e-mail].

Will I get in trouble with CloudTrucks if my performance score is low?

If your performance scores are in the “needs attention” rating, your business consultant will reach out to you to help develop a plan to get your rating back up. We understand this business can be unpredictable and there is no shortage of reasons why one may not be on-time or need to cancel a load late, but prioritizing these performance metrics can help you deliver great service that supports and grows your business. If you need the support, our team will help you get there.