GoGetter Completion Rate & On Time Rate FAQ

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GoGetter Completion Rate

No one likes being cancelled on. We take job cancellations by GoGetters and Posters very seriously as it impacts trust among the community in the platform. 

What is Completion Rate and how is it calculated?

GoGetter Completion Rate = total number of jobs completed divided by the number of jobs claimed by a GoGetter. 

Note: Only your past 100 jobs contribute toward your Completion Rate. Your Completion Rate is updated whenever you complete or cancel a job. 

Why is it important to maintain a high Completion Rate?

Your Completion Rate reflects your reliability as a GoGetter. 

Effective 23/01/2024, your Completion Rate affects your eligibility for GoGetter Incentives program.

Having a high Completion Rate will give Posters more confidence to engage your services. 

Effective 11/02/2024, maintaining a 90% Completion Rate will unlock Elite Jobs which pays a higher fee per hour.

Do Poster Job cancellations affect my Completion Rate?

No, Poster job cancellations do not affect your Completion Rate. Your Completion Rate is solely based on your activity (completing or cancelling a gig job)  

*Please note that if a GoGetter cannot proceed with a job, it is the GoGetters’ responsibility to cancel the job. Requesting Posters to cancel the job will result in a “No Show” Violation with 5 Demerit Points and RM15 Penalty. 

When is my Completion Rate affected?

Completing jobs increases your Completion Rate ; while cancelling jobs decreases it. 

Your Completion Rate will decrease when you cancel jobs under certain circumstances, specifically when cancellations are deemed unreasonable.

No appeals will be accepted for a decrease in your Completion Rate.

When is my Completion Rate not affected

Some example cancellation scenarios that will not affect your Completion Rate:

• Dispatch jobs
  • Delay more than 15 mins at the pick up location due to item not ready 
  • Poster changed the job details e.g location, time after you claimed the job
  • Vehicle breakdown (Proof is required )
• Helper jobs
  • Posters rejects you to do the job after you have claimed it. 
  • Poster not responding to calls and messages (Proof is required)
  • You are sick and unable to work (Proof is required)

*All cancellations are investigated by the Support team. Your cooperation is required and failure to do so results in further actions taken according to GoGet’s Standard Procedures for Quality Management.

How do I increase my Completion Rate? 

• Only claim jobs you can confidently complete. Cancelling a job negatively affects the community.
• Prioritise reliability to build a positive reputation among the GoGet community. 

On Time Rate

1. What is On-Time Rate?

Your On-Time Rate is the percentage of delivery jobs you complete on time.

Example: If you complete 90 out of 100 jobs on time, your On-Time Rate is 90%.

Only your last 100 eligible jobs are used to calculate your rate. Your rate updates when you complete a job.

2. Which jobs count?

Only Delivery jobs count for now.

3. How do I complete a job on time?

You must arrive at the last drop-off location on time (within 15 minutes after the job's end time)

Example: If your job ends at 2:00 PM, you must arrive at the last drop-off by 2:15 PM to be counted as on time.

Note:

• Arriving early counts as on time.
• For jobs with multiple drop-offs, we check if you arrive at the last drop-off on time.
• Keep your phone's location ON. We automatically detect your arrival and record your arrival time.

4. Which jobs do NOT count?

Some jobs will not affect your On-Time Rate:

• Same-day flexi jobs (jobs with flexible drop off window) 
• Jobs where you need to return items to the sender.
• Jobs where your request to travel extra distance was approved.
• Jobs where Support confirms the delay was not your fault.
• Jobs you claimed when there was not enough time to arrive on time.

5. What if I was late to deliver due to delays e.g heavy traffic / bad weather / receiver issue 

Report the job within 48 hours. Explain what happened and share proof, such as photos or screenshots.

If Support Team confirms the delay was due to unforeseen circumstances, the job will not affect your On-Time Rate negatively. 

6. How can I improve my On-Time Rate?

• ✅ Check the job's time and location before claiming. Do not stack too many jobs at once. 
• 🚗 Leave early and plan for traffic. 
• 📍 Keep your phone's location ON.
• 💬 Report on-job delays within 48 hours.

Remember: Plan your journey, arrive on time, and keep your location ON to maintain a good On-Time Rate! 💪