How can I access my store’s Operations Quality reporting tab?
To access your store’s Operations Quality reporting tab:
Log in to the Merchant Portal
Tap the Dashboard (Business or Store view)
Select View More to open the Operations Quality tab (you can also access it from the main menu under Insights).
How are Operations Quality goals set?
DoorDash sets Operations Quality goals based on the average annual performance of the top 20% of DoorDash merchants. Meeting these goals means your store is performing at a level consistent with other top-performing merchants on the platform.
The Operations Quality tab consists of two key metrics:
Areas requiring your attention: Highlights metrics where your store/business is underperforming.
Areas on track: Highlights metrics where your store/business is performing well.
Keeping track of these metrics helps you make strategic changes as needed, informed by data from other businesses and customer needs.
Which operations quality metrics are tracked?
Operations quality includes the following metrics:
Avoidable wait
Avoidable cancellations
Downtime
Order accuracy (missing or incorrect items)
Each metric highlights a different part of the delivery and fulfillment experience that you can directly influence.
Avoidable wait
What it measures
The average amount of time Dashers wait at your store after you confirmed an order would be ready.
Why it matters
Long waits increase delivery times and may reduce customer satisfaction. Customers are more likely to reorder from stores with faster, more reliable delivery.
View details
Select View Late Orders on the Avoidable Wait tile to see affected orders.
If you’re using a Business account, select View Details to get a breakdown of store ranking by Avoidable Wait and an overview of all stores.
How to improve
Set clear parking and pickup instructions in the Merchant Portal
Use Busy Kitchen Status on your tablet when needed
Keep prep times accurate in your tablet or POS
Create a clearly marked pickup area for Dashers.
Avoidable cancellations
What it measures
Orders cancelled for reasons within your store’s control.
Why it matters
Each cancelled order is a missed sale, and customers are less likely to reorder after a cancellation.
Avoidable cancellation reasons include:
Store closed (incorrect times listed)
Too busy
Item out of stock
Staff requested cancellation
No confirmation
Extreme Dasher wait time
Menu data mismatch
Technical error on a POS or tablet
View details
To determine your Avoidable Cancellation rate:
Open the Operations Quality tab.
Select View Cancelled Orders on the Cancellations tile to see cancellation reasons, payout status, sales lost, and order details.
The payout status for each cancelled order will say either “Paid” or “Not Paid”, followed by an explanation.
How to improve
Keep store hours accurate in the Portal, POS, or tablet
Mark items out of stock as soon as they’re unavailable
Use Busy Kitchen Status instead of pausing when possible
Confirm orders as quickly as possible
Set clear Dasher pickup instructions
Downtime
What it measures
The total time your store was unavailable to customers during the stated open hours due to pauses or temporary deactivations.
What counts as downtime
Tablet pauses
Temporary deactivations during open hours
Closed hours are not counted toward downtime.
View details
Select View Temporary Deactivations on the Downtime tile to see deactivation history. This includes all pauses and temporary deactivations during stated open hours.
How to improve
Use Busy Kitchen Status instead of pausing when possible
Double-check operating hours in the Portal and tablet
Review POS mismatch reports for menu or integration issues
Reduce Dasher wait times with accurate prep times and pickup instructions
Order accuracy
What it measures
The percentage of orders reported with missing or incorrect items that are attributable to store operations.
View details
Select View Error Charges on the Order Accuracy tile to see affected orders and payouts.
How to improve
Keep menus updated across your tablet, Portal, or POS
Check off items while bagging orders
Bag all items together and seal the bags
Label orders clearly with the customer’s name
Customer rating
What it measures
Your average star rating and the number of ratings received from customers on DoorDash.
Why it matters
Customer ratings influence how customers perceive your store and can affect visibility and eligibility for recognition programs.
You can respond to customer feedback within seven days of receiving it. While optional, responding shows appreciation and can help build trust.
View details
Navigate to Customers and select Ratings & Reviews to see your ratings and read customer reviews.
How does operational quality affect Most Loved eligibility?
Strong operational performance — including low cancellation rates — can help make your store eligible for Most Loved, a program that recognizes top-performing restaurants. Eligibility is based on a combination of customer ratings and operational performance.
To qualify as a Most Loved restaurant, stores must:
Maintain an overall lifetime customer rating of 4.5+
Meet the following benchmarks on a monthly basis:
25+ lifetime orders
Overall lifetime rating of 4.5+
Uploaded logo and header images to store page
Similar menu prices to in-store pricing
Meet monthly performance goals
