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In this page, you will find important guidelines and recommendations for the performance talks you are required to have with Riders and OA's.
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Metrics relevant for the meetings
Compliance KPIs - riders & OAs
No shows: Number of shifts within the selected period with an unjustified absence
Late shifts: Number of worked shifts within a selected period where (Quinyx) punch in was more than 15 minutes after the planned shift start
Performance KPIs - Riders
Deliveries per online hour (UTR): The number of orders the employee delivered per hour spent online in the Workforce app (excluding the temporary offline and break time).
Acceptance rate: The numbers of trips accepted by the employee divided by number of trips offered to employee, excluding manually re-assigned trips
Performance KPIS - OAs
Average picking time per item: Total time the employee spent picking (excluding packing time) divided by the number of items picked
% Post-order issue rate: Number of orders with post order issues ( damaged/wrong/missing/perished issues reported via CS) divided by total number of internal orders picked by OA
Before the meeting
Utilize the 'next shift' information in the Employee File to schedule a Feedback Discussion with the employee.
We suggest to do this right after the shift for employees that have a shift scheduled and remotely/written for employees that do not have any shifts planned.
During the meeting
Start the session positively: Highlight appreciation for their efforts.
Discuss positive points and metrics that have improved since the previous week: Provide specific examples to support your feedback.
Address areas for improvement: Use the data displayed in the employee table and employee file to support your arguments. Encourage the employee to share their perspective and engage in a dialogue.
Agree on next steps: Collaboratively establish goals and performance expectations for the upcoming week. Discuss support needed for goal achievement.
Encourage employee input and feedback: Actively listen, acknowledge their input, and consider their suggestions.
Wrap up the session: Summarise key discussion points, goals, and action plans together with the employee. Utilise the 'Feedback Tracker' function to record the results. Express confidence in the employee's abilities and offer ongoing support.
Useful phrases
Start the session positively:
"Before we dive in, I want to say how grateful I am to your efforts. I am very happy to have you with us".
Discuss positive points and go over positive changes since last week:
“You’ve done great last week!” or “Last week has not been easy but you’ve done a great job regardless - thank you!”
Address areas for improvement and metrics that have worsened since last week:
“There are a few things that I’d like us to fine-tune. I’d love to hear your thoughts on this:”
“While you’re doing great overall, there are a few things that I need to discuss - please let me know what you think”“I've noticed some changes recently that we should address early.“
Agree on next steps:
“Now that we’ve discussed the points, let’s agree on what’s going to happen next”
Encourage employee input and feedback:
“I want to hear what you think” or “Please tell me if you need help with anything”
What to avoid
Shaming or blaming:
"You should be ashamed" / "You're the reason we are underperforming" / "You're not even trying."
Using negative labels:
"You're a weak link on the team" / "You're just not cut out for this job" / "You're a terrible employee"
Focusing solely on mistakes.
Ignoring personal circumstances:
"I don't care about your personal issues. Just get the work done." / "No excuses. Your personal life shouldn't affect your performance."
Dismissive or unsupportive statements:
"Your concerns don't matter. Just do your job" / "I don't have time for your issues"
Assuming negative intent:
"You must be intentionally sabotaging the team." / "Are you trying to make us look bad?" / "I can't trust your motives."
Process recommendations for employee retention
In the WF tool in Hub Portal, make use of the following features to maximize employee retention:
Identify employees at risk of not returning to work by using the filter Churn risk. Then, apply the CPH filter to prioritize the empoyees with the lowest CPH.
Reach out to these employees to discuss their potential return and suggest setting their availability in Quinyx. Consider any outstanding circumstances during your conversation.
Record the discussion in the Feedback tracker. Choose Inactivity as the feedback reason.
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