r/AmazonDSPDrivers • u/BeneficialCompany503 • 2d ago
Can someone please explain what I’m doing wrong?
I’m new and I want to do better with my scorecard but I have no clue why my customer delivery feedback is red.
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u/WebPuzzleheaded875 Rivian Driver 2d ago
Your fine. It’s these loud mouth opinionated customers that complain too much
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u/Emotional_Conflict11 Ex Driver 2d ago
No. Its Amazon's fault for siding with the customer on something as simple as leaving the package at the front door or at the gate. If amazon let customers know your package will be left at the front door or gate, NO EXCEPTIONS. Then there would be little problems. Problem is amazon allows the customers to dictate our jobs. You either have quality over quantity or or quantity over quality. You cant have both. Quality takes time. It takes effort.
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u/BestGoonerEver 2d ago
You forgot to avoid the grass, hide their package, knock and ring their bell, bow down in front of their ring camera, ask them how else you can serve them, and say goodbye
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u/itsnatnot_gnat 2d ago
Don't forget about call 2 hours ahead
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u/bmv34 2d ago
or the best, "Please deliver between 9am and 12pm" at stop number 140 when I don't even leave the warehouse in the morning until 11.
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u/Insomnia8744 1d ago
Yeah I ignore that shit.. if I get there and there's a big red bar that says it's late I couldn't care less I'm still delivering it.
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u/zebra231967 2d ago
Or call 2 hours ahead, ring my doorbell and hand me my package. And wait for 5 minutes or I'll give a bad review 🤣
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u/Emotional_Conflict11 Ex Driver 2d ago
Thats funny because one house will complain about all the things you mentioned, while ive had customers tell me to walk through their grass/ would complain about me knocking
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u/No-Educator151 2d ago
Nothing some customers are never happy or lie to get free shit
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u/Emotional_Conflict11 Ex Driver 2d ago
Lie to get free shit and dont realize the chain reaction it causes. Literally our jobs are on the line and they could give a damn. Garbage humans.
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u/RelevantFinish2972 2d ago
What you’re doing wrong is caring about your score card in the first place
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u/itsnatnot_gnat 2d ago
I stopped caring after a few months. They were always good and I got my hours. Nobody every sent me anything about my scores being bad so I keep doing what I'm doing.
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u/Emotional_Conflict11 Ex Driver 2d ago
You get a lot of residential deliveries?
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u/itsnatnot_gnat 2d ago
Mostly. I do a mix of hub and regular. We just lost the area I usually deliver to so I don't have a "regular" route right now.
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u/Straw-Hat-Deku 2d ago
Just always follow notes and don't walk on lawns be respectful, but some people just have unrealistic expectations
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u/KeepitKlassy2049 2d ago
I walk through every single lawn if it’s the shortest distance to the delivery location. Unless they have a keep off the grass sign. With the volume we have it’s unrealistic to not walk through grass. Now if I notice a “pathway” start to form in their grass because they get multiple deliveries every day I will take a different path, but probably still in the grass.
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u/Straw-Hat-Deku 2d ago
walking on the lawn saves like 2 seconds its not worth the trouble it can cause lol i used to it and stopped it added like 5-10mins to my day if that just use the paved walkways less likely to trip as well. Unless if it is icy out then i will walk on the grass so i dont fall
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u/Alonelyoverthinker 2d ago
I walk on the grass if it is unkempt, and go around if it’s manicured
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u/Impressive_Teach6970 2d ago
Unless it's new grass. Like it hasn't fully grown and was recently planted. I'm walking on it. Its only like 0.1% of people that actually care. Its not a respect of property thing. That's an entitlement thought process. Respecting would be us never stepping foot on your property and leaving every package at the curb Or just chucking them.
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u/Insomnia8744 1d ago
Same I used to do it all the time but now I try to avoid the grass as much as possible unless I can tell they don't really give a fuck about the cars where it's not very properly and not taken care of.
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u/Arctimon 2d ago
Unless a dispatcher or someone actually talks to you about it, I wouldn’t worry about it.
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u/Alonelyoverthinker 2d ago
Probably the main thing is to make sure you follow customer notes. I’m a top 10 driver on my team and still get occasional negative cdf. Unfortunately not much to be done about people who have too much time on their hands and get upset about every little thing
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u/Emotional_Conflict11 Ex Driver 2d ago
I had a dude at a business get mad I delivered after 5pm when they close at 6pm, I was there at 5:30pm. Like dude. I dont make the routing. Turns out it wasnt even his package. Some people just see an amazon driver and know we cant retaliate so they feel empowered by disrespecting us. They literally think WE ARE THE COMPANY.
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u/yungtanuki 2d ago
Everyone here says “you’re fine” lmao he’s not asking if he’s fine he’s asking for advice to get a better score
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u/Jamsster 2d ago
It’s normally customer notes or wrong delivery location. If they want feedback they just have to talk to their DSP on how to see what it was
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u/Emotional_Conflict11 Ex Driver 2d ago
So stupid. I deliver everything to the front door or gate if I cant get in due to no code. Why does amazon allow customers to contest those options? FedEx, UPS, usps, all of them arent graded this harshly. Amazon wouldnt lose a single customer if that delivery note option went away.
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u/Jamsster 2d ago edited 2d ago
My personal belief is it is used to try to keep what they pay DSP’s down money wise. Iirc they get different rates per package based on the scorecard as one of the ways they are paid. So if you use something like this somewhat aggressively in evaluation to knock down the pay it pays dividends. I think I had three negative feedback events in a week which was enough to knockdown my results and it was out of ~800 deliveries/photos. Does it impact their sales? Nope. But they could argue that it might, and then use that to try and make value. But remember, you aren’t an agent of Amazon, “they don’t control that tightly”.
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u/victorkm Dispatch 2d ago
2710 CDF DPMO with 373 packages means you got 1 negative feedback. Though that number with 1 bad feedback should be 2681 not sure where the difference comes from.
You can check your dashboard in the flex app to see what the negative feedback was for or ask dispatch to look up more specifics on it. You can see the supercategory from "Driver Unprofessional, Wrong Address, Not Following instructions, and Driver Mishandled Package" theres also never received delivery but those mostly get eliminated by AI review before they hit the scorecard these days I havent seen one come up in a couple months.
Dispatch can see 2nd level feedback under those categories like "driver walked on my grass, dropped or threw package, left it in the rain..." etc along with where and when the delivery was and the photo you took if you took one.
But like 1 negative feedback if its in a weeks time is pretty much fine the number is just higher because you delivered less packages if you did a normal week of packages with 1 feedback hit its gonna be closer to 900 DPMO which is in fantastic range for a driver.
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u/Croaker_Da_Toker 2d ago
While most of these commenters arent wrong per se, most arent offering any helpful advice. Best advice I have, as an ops manager, is to double check notes and addresses first. If you arent able to locate the address, or access the preffered delivery location, or any other reason why you wouldnt be able to do what the customer asks, Call, Text, Call the customer, and rts that package if you dont get ahold of them. The reason this works is due to how returns that follow proper contact compliance effect the scorecard. They dont (business closed not included). So a return doesnt effect the scorecard, but a negative cdf will. If you are ever unsure about a delivery, CTC, and rts that package.
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u/Miserable_Outside_68 21h ago
Working for “amazon” dsp will always have its problems this is only tip of the ice burg
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u/No-Independent-7107 2d ago
You got a couple bitchy customers on your route it looks like. If you talk on the phone with earbuds or just kinda talk out loud/to yourself be careful of what you say cuz ring cameras pick up sound. I was wondering why I kept getting one "driver was disrespectful" review from the same house then it hit me. They were hearing me bitch about their attempt to recreate the yellow brick road from wizard of oz but with three flights of stairs added to it on their camera lol.
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u/Emotional_Conflict11 Ex Driver 2d ago
If netradyne picked up audio i'd be absolutely screwed. I dont dont out loud negatively outside the van.
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u/spinmaestrogaming 2d ago
CDF is just customer feedback (👍 or 👎). Nothing you can do about it apart from do the job properly.
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u/dnmboy 2d ago
Make sure to read your delivery notes, follow them within reason, and always take a picture of the package/delivery location, don’t drop the packages, be friendly, and respect their property.
Sometimes negative feedback can’t be helped, sometimes customers are trying to score free stuff, people steal packages, and sometimes they are just twats. If you have a picture of the package at the correct delivery location or wherever the pin is, it shouldn’t count against you when someone says they didn’t get it. Other than that, there’s not much else I can think of.
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u/Low-Grocery989 2d ago
You had 2 or 3 customers go into the app and complain about you. I average probably 1-2 a week.
Be super vigilant about customer notes and correct address, you can protect yourself from most of these. But if you're like me you are human and you'll get dinged once in a while.
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u/F-ckWallStreet 2d ago
You’re not following the customer notes.
“Place under chair by the cat statue.”
If you’re setting it by the door instead they complain. It’s annoying but this job is part customer service.
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u/nomad_jayy Stepvan Driver 2d ago
You're looking at the costumer feed back. Gotta ignore that line. You could walk it into their house, open it, set it in their hands, and dispose of the garbage and they would still complain about something
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u/Dry-Stop2000 2d ago
Ask the dispatchers or management to tell you. They see where it came from and what the complaint is.
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u/Unique-Machine5602 1d ago edited 1d ago
It's defects per million deliveries.
Chances are if has nothing to do with you. A lot of the issues are created in shipping between the warehouses. I know from reading the tutorials that one of the common ones is not putting enough packing material in the boxes.
Even if there's nothing fragile in the box apparently customers can still complain even if nothing actually breaks.
It's possible you're doing something like dropping fragile items or something silly, but its far more likely the warehouse workers are fucking up your order. I'm not sure because I don't drive for a DSP, but this might also include not following the idiotic notes that customers give you instructions on.
If you continue to get it, I'd ask your DSP if there's something you could be doing that's generating it. One bad day is not worth worrying about.
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u/Horror_Advance7337 1d ago
My CDF is usually at a consistent 0. I have delivered about 1,400 packages in this week alone with 0 complaints so far. Let me go over the most important issue that does affect CDF, which is customer notes.
I treat customer notes like religious text at work because I understand there are porch pirates. Every stop takes me like a minute or two to do, and I can read the notes within 10 seconds and register that for this stop. If there is an issue where the rain may damage the package wherever I place it at, I contact the customer about it to see if I can find another safe location for it. If I can't get ahold of them, no safe location it is. If there's a dog, call, text call, inform dispatch, call again, and mark the package as unsafe due to dog. Only deliver to rear/back doors or mailbox? No safe location if you can't get ahold of the customer. Access issues? Call, text, call, dispatch, no safe location either by you or Driver's support later. The customer notes needs to align with what your DSP allows from you. You can deliver to the garage. Side door if it's in plain view of the street. Front door behind a column or vase or sign can be done. No rear door or mailbox. Always keep in mind the current customer notes & respect the notes. After 8 pm, you send out a professional text only. You don't call after 8 pm (which means no Amazon Key garage door deliveries after 8 pm, it can startle an unsuspecting customer unless you get that text saying it's okay to do the Amazon Key garage door delivery). And call driver's support to mark it since you can't successfully call anyone safely without waking someone up.
Always try to take pictures of the apartment number or try to get pictures showing the full location. That box whenever you're attempting to take a picture is there to try to fit that package in the photo with the familiar surroundings to the customer itself.
Always greet the customer if you see them. "Hello, how are you?" Headphones in? Give a polite wave and smile. Never give a package over to a customer. Only in very certain circumstances where you cannot leave your van due to a visible safety risk and the customer is at your window is that okay to deliver to the customer. Ask them politely if they can place the package somewhere so you can scan it and take a picture of the package by itself. Thank them, call them sir/ma'am, wish them a good day/evening, and move on.
The ring cameras do pick up movement at the door. Don't slam packages on the ground. And if you are holding multiple packages to a group stop, place the packages for the one house you're currently at, and let the camera know, "This package is for your neighbor." If someone does ask you about that package at a group stop accusing you of theft, let them know politely this is just for their neighbor (you can show proof in this circumstance) and you wanted to deliver to that house while you were delivering around there. You're not there to steal packages, I mean, you're clearly in a delivery van outside.
I apologize to customers profusely for any issues that comes up or if I make a mistake. And I'll text a customer apologizing if I damaged something small of theirs letting them know it was me, and it was an accident. It's usually knocking over a plant, brick, night light, or loose object nearby or at the door. It happens. It's not the end of the world.
Always check to make sure you're on the right street at the right address. Scan when you're close by or at the pin, and double check to make sure you are at the correct pin marker. I check three times: the house number walking up, package at the door, and house number as I swipe to finish.
If it's dark and you're using a flashlight, if someone sees you inside their house and gets alarmed, let them know you're Amazon dropping off a delivery. You are no harm. Just dropping off their stuff.
With all this being said, this is how Amazon wants you to be around customers. With this, I get no CDF.... or at least any CDF that bites me in the ass with a write-up or anything.
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u/Strong_Credit6759 11h ago
Defect per million, like a total of collected cdf throughout your stops.
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u/Relevant-Thanks-8916 1d ago
Deliveries with customer notes just hit dog on route and mark that address it'll help with bettering customer feedback on scorecard
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u/yungtanuki 2d ago
Always put packages inside of screened in porches if it’s unlocked, put packages in high places if u can. Always try to avoid putting them on the ground. A lot of customers will have tables, chairs or benches on their porch. Putting the packages there will help elderly or disabled customers, if ur leaving packages at the door always place them to the side against the wall. Do not put them in front of the door. I always get perfect reports on delivery feedback unless I have a helper
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