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Q3 2025, Scorecard Changes Going Live Week 41
Q3 2025, Scorecard Changes Going Live Week 41
Here is what you need to know to get ahead of the Q3 scorecard changes occurring October 8 (week 41) covering week 40 (Sept. 28–Oct. 4). The changes should make it easier to earn Fantastic Plus. However, «Company» will want to make a few tweaks to take advantage of factors you can control.
PSB and Fleet Execution
First, two factors that account for 10% of the scorecard, High Performers Share and Low Performers Share, are being replaced by Pickup Success Behaviors (PSB) and Fleet Execution. The new factors will help increase the overall score because they’re easier to control.
Leading up to the changes, you’ll want to track the two new metrics previews in Cortex. Here is where to find the previews:
PSB can be tracked by clicking a link highlighted in light blue at the top of the Performance/Quality page in Cortex. Included in the PSB metric is a new route type called a Pickup Route. You can find out more about Pickup Routes by searching for the “Amazon Shipping Resource Guide” pdf in Support Central.
Fleet Execution can be found in Performance/Supplementary Reports and is listed as the “Fleet Execution Dashboard.” To ace the score, you’ll want to make sure all non-grounded vans go out at least once every 14 days.
Safety and Quality
Safety will increase in importance from 42.4% to 44.8% of the scorecard. Since most DSPs are adept at working with their safety score, this increase should be positive.
Quality, an area where many DSPs struggle, will decrease slightly from 42.4% to 40.1% of the scorecard. There is a catch. Amazon has added a fifth way to get DSB defects, “Not Delivered-Not Returned” which, if not managed properly, will bring your Quality score down. These defects can occur in several ways:
1. The package was delivered without the use of Flex. For example, a package that was marked missing is found later and delivered, but the driver doesn’t know how to use the reattempt dialog or manually enter the TBA after delivery.
2. The package was left in the van and not turned in at RTS.
3. There was an RTS problem. For example, the driver self-returned the package at RTS but didn’t scan it first.
4. Driver support was called and given TBA numbers but failed to mark packages as delivered.
To preview the impact of Not Delivered-Not Returned packages, go to the Quality page in Cortex. Select a date or week that is at least two days past. Click on the linked number that represents the DSB DPMO, just to the right of the Delivery Completion Rate (DCR.) The DNR dialog will open. On the upper right side of the list of DNRs, click the link for “See Preview Data.” You can then sort by “Scanned-Not Delivered-Not Returned” to see how many have occurred. Click on each TBA to see if the delivery date is available, then enter the TBA in the Operations/Delivery filter for that day to see why the package is missing.
Q2 2025, May 21 Scorecard Changes: What to Expect
Q2 2025, May 21 Scorecard Changes: What to Expect
The biggest change is that the scale used to generate the overall score is being raised 9%
The scorecard changes are expected to have a large impact on DSPs, with Fantastic Plus becoming difficult to achieve on a consistent basis. We expect the biggest challenge to be onboarding new drivers during peak periods, as they will not have developed safety muscle memory. While safety was tightened and quality has become far more important. There is no longer any wiggle room in the metrics.
Delivery Hub plans to conduct a survey gauging the impact of the changes and pinpoint the strategies being used to adjust to the new standards. We will make the results available to any DSPs that participate in the study and will share highlights here as they arise.
From the Amazon Comm. Center "Q2 2025 Scorecard: Preview Starts 4/23, Changes Launch 5/21"
"Starting in Q2, we will align the overall performance threshold with category level expectations. The overall performance threshold for the “Fantastic” tier will change from 61 to 70, matching the category level threshold. The “Fantastic Plus” threshold will accordingly increase from 76 to 85."
In other words: Amazon uses a 100 point scale. On the new scorecard, a score between 85–100 will earn "Fantastic Plus." A score between 70–85 will earn "Fantastic," representing a 9% shift in the metrics. Since many the scorecard categories, like Seatbelt, Sign/Signal, DCR, DSB, CED, represent 10% of the scorecard, there is no longer any wiggle room in these metrics.
Calculate Impact Using Last Year's Stats
If your score was above 4.4 out of 5, shown in the diagram, you would have earned "Fantastic Plus" on the new scorecard (released 5/21/25.) Scorecards that were below 4.4 would have earned "Fantastic" on the new scorecard.
Measurement
Measurement
The granular and big-picture components need to be measured to determine which actions will move the needle. Delivery Hub provides the following measurement attributes:
Precision
Using a vague descriptor like "someplace over by the mini mart" won't help a driver find a delivery location for a package. Precise coordinates are used to get deliveries to the right place. In the same way, using generalities to gauge where your company stands won't help you position your DSP for success. Knowing exactly where to focus is a game changer.
What is "Fantastic Plus"? It's a measurement on a 5-point scale. So, using a precise mathematical measurement (4.2, for example), rather than a vague descriptor, will show exactly where you land on that scale. Delivery Hub delivers accurate numbers that can be used for historical tracking, benchmarking, and calculating correlations. Once you know what your score is, Delivery Hub will also tell you how to increase it. A DSP needs to be over a score of 4.3 to withstand a Customer Escalation Defect (CED) and maintain Fantastic Plus.
To be fully accurate, "missing data" must be accounted for. The most important missing factor is driver efficiency, which indicates who is doing the most work. Also, up to 40% of customer feedback data can be missing from the scorecard, making it an unreliable source for gauging performance data. Delivery Hub finds that missing data and reports it on a consistent, simple 5-point scale.
Continuity
A DSP is comprised of a group of delivery cycles repeated across daily and yearly cycles. Delivery Hub is a DSP information system that provides the hub around which those cycles revolve. The hub is defined by the overall score of the DSP and the overall score of each driver across a one-month cycle. Continuity is the common thread connecting every cycle and every role at the DSP. It links together drivers on the team and that team of drivers to the owner. Delivery Hub delivers the information that allows owners and drivers to head in the same direction without any disconnects. It keeps the cycles moving smoothly.Integration
Integration functions as the spokes of the system, connecting the hub to the moving parts. It's the way the information system connects all the important elements of the DSP, including efficiency, safety, and quality. Every system runs on energy. The efficiency with which a driver uses energy can be measured by the number of packages each driver delivers weekly and the number of packages they deliver in an hour. Using precise measurements, Delivery Hub identifies drivers who are working in an efficient and sustainable way and those that need some help to get there. If drivers are overworked or under-trained, safety and quality will go down and there will be high turnover. Delivery Hub integrates the data needed to optimize all three: efficiency, safety and quality.
Scorecard Quantitative Translation
Lets talk metrics:
✔ Does your DSP have a single metric that measures overall performance?
✔ Is there a consistent, accurate metric for every contributing performance factor?
✔ Do you know how to leverage relationships between the metrics to fine-tune your processes?
Performance
Performance
Typically, the distribution of driver competency follows the 20/60/20 rule:
20% will be excellent
60% will be good
20% will underperform
Delivery Hub drastically shifts that distribution to 50/40/10 by providing:
Precise measurements (accuracy, continuity, integration)
Ability to incentivize and acknowledge excellent drivers, giving medium drivers a reason to up their game
Guidance in training new drivers to avoid bad habits and develop good habits
Effective method of communicating through texts and portals
Impactful DSP-level insights that provide talking points for stand-ups and daily communication
Personalized, tested, insights for each driver, with specific recommendations for improving their score
Delivery Hub facilitates advanced training that speeds up driver development
Driver Development and the Driver Life Cycle
Driver Development and the Driver Life Cycle
Delivery Hub treats driver development as an ongoing and adaptable process.
The Core Habits Training Guide is aligned with the scorecard. Delivery Hub drills down into the numbers to find the delivery methods that produce the best results. By addressing the details, such as running metrics on how to position a package on a porch in a manner that increases customer satisfaction, Delivery Hub gives drivers the tools they need to polish their delivery methods. We also collaborate with elite drivers to learn their methods and share those findings via the Delivery Hub Portal.
The scorecard and process is constantly changing. These changes often complicate processes for DSPs. Delivery Hub researches updates as they occur, develops an approach to addressing changes, and tests that approach with elite drivers. The results are posted for the benefit of the entire team. In that way, changes can be implemented quickly and with little disruption.
The DSP team has seasonal fluctuations in addition to normal turnover. How drivers are initially trained has a big impact on how their habits and skills develop. Because of this, it's important that trainers are properly selected and trained. The Management Hub Portal provides a checklist for trainers. It also allows you to host forms documenting drive-alongs and other notable aspects of training. Delivery Hub keeps a record of every driver, including their start date, end date, and performance history. The number of weeks they have worked is included in the Weekly Review, so the DSP can keep track of how new drivers are performing and how drivers progress over time.
The above chart (based on real data) shows the four stages of the driver life cycle. This type of analysis reveals the importance of building a Delivery Hub Database. Delivery Hub assists DSPs in selecting trainers and building a knowledge base, while identifying critical points in driver development. The specifics of that life cycle are as follows:
Months 1–2: The driver begins with confidence and enthusiasm because the basic delivery process is simple. The driver is learning core habits and delivery muscle memory. In this stage, it is essential that safety and the most efficient delivery process become automatic.
Months 3–4: While the basic delivery process remains simple, the terrain is complex, and drivers often become overwhelmed. They start to discover that there can be disincentives for working hard. For example, if they finish early, they are sent to help a slow driver and the algorithm increases their route size. Their previous enthusiasm for delivery is dampened, and they start to enter the "don't care zone." During this stage, the training needs to help improve the nuances of deliveries while providing encouragement to keep drivers from quitting.
Months 5–7: The driver starts becoming proficient in their delivery skills. Many habits are now automatic, so they can focus more on the specifics of a delivery. For some drivers, working in the "cutting corners zone" now becomes a common practice, which will be identified in Delivery Hub metrics. It's important that drivers who don't cut corners are identified, acknowledged, and incentivized and drivers who do cut corners are provided additional training.
Month 8 and beyond: Drivers are now able to handle complex delivery situations. Those who are elite drivers can complete their route and go weeks at a time without a single negative customer comment. Yes, it took 7 months to fully master the delivery job. That's why driver retention is so important.
Advanced driver development is key to training and retaining elite drivers
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