Understanding your Quality Score

Your Quality Score is a 0–100 composite that customers use to compare movers. Here's exactly what goes into it.

Overview

Your Quality Score is a 0–100 metric that decides your ranking on the directory and your access to premium jobs. This article breaks down the exact formula and how to improve it.

Why this feature exists

Ratings alone are noisy. Quality Score combines multiple objective signals — ratings, preparedness, on-time performance, acceptance behavior, damage history — into one number customers and the ranking algorithm can trust.

Before You Begin

At least one completed move (score is not calculated before that)
Access to /mover/performance for the breakdown

The formula

Recomputed by recalculate_mover_stats after every completed move, review, or damage report:

Rating component: 40 points (5-star rolling average × 8)
Preparedness component: 20 points (avg preparedness score × 4)
On-time component: 15 points (on-time-arrival rate × 15)
Acceptance component: 10 points (accepted invites ÷ total invites × 10)
Cancellation penalty: subtract up to 10 points (cancellations ÷ moves × 10)
Damage penalty: −5 per damage claim in last 90 days (max −20)

Total floor is 0, ceiling is 100.

Step-by-step: improving each component

1. Rating (40 pts)

Deliver clean, careful, communicative moves. Ask happy customers to leave reviews. What happens next: each new 5-star review shifts your rolling average up.

2. Preparedness (20 pts)

Show up with the right equipment, on time, in uniform. Customers rate preparedness in post-move surveys. What happens next: consistent preparedness compounds fast — 10 in a row and you max the component.

3. On-time (15 pts)

Mark En Route accurately, arrive by the scheduled start time. What happens next: on-time-arrival rate is calculated automatically from your en_route and PIN check-in timestamps.

4. Acceptance (10 pts)

Accept most invites you receive. Decline promptly — do not let them expire. What happens next: the ratio recomputes on every invite event.

5. Cancellation (−10 pts)

Do not cancel confirmed moves. Emergencies are reviewed; abuse is penalized. What happens next: admin-approved emergencies are excluded.

6. Damage (−20 pts)

Handle items carefully. Disclose damage immediately — hidden damage costs more. What happens next: claims older than 90 days age out of the calculation.

Helpful Tips

Check /mover/performance weekly. Small trends compound.
Answer every invite within an hour, even to decline.
Photograph pre-existing damage before touching an item.

Common Mistakes

Chasing rating only. A 5-star mover with 30% acceptance still scores mid.
Ignoring preparedness. Cheapest component to fix, biggest neglected upside.
Missing En Route mark. Kills on-time even if you were physically there.

Troubleshooting

Score dropped overnight. A negative review or damage claim likely posted. Check /mover/performance details.
Score not updating. Recompute runs after events; if a moved event is missing, contact support with the move ID.
New mover with no score. You need at least one completed move.

Frequently Asked Questions

Can hidden reviews hurt me? No. Only visible reviews count. When admin hides a review, recalculate_mover_stats re-runs and your score updates.

Do disputes hurt my score? Only if resolved against you.

Is there an appeal for score? Individual components (a bad review, a claim) can be appealed. The composite score itself is derived, not appealed.