The customer rating metric is a key part of your Merchant Quality Score (MQS). It reflects the average rating your customers have given you over the past 30 days. This score is different from the overall customer rating displayed in the Grab app, which includes ratings from the very beginning of your partnership with Grab.
\n\nFor every 0.1 below the target rating of 4.8, two points will be deducted from your MQS. For example, if your average customer rating is 4.3, 10 points will be deducted.
\n\nYour MQS is calculated based on several core metrics, each with its own point deduction mechanism. Metrics like safety incidents carry more weight than others, such as cancellations. The MQS ranges from 0 to 100, with 100 being a perfect score.
\nGrab ensures fairness by filtering out factors beyond your control. For instance, complaints about cold food won’t be included if the delivery time was unusually long. Similarly, batched orders are excluded from preparation time estimates.
\n\nHere’s how ABC Restaurant’s MQS was calculated based on their performance over the last 30 days:
\n| Core metrics | \nOrders affected | \nPoints deducted | \n
|---|---|---|
| Safety | \n0.01% | \n-5 | \n
| Quality | \n1.00% | \n-2 | \n
| Customer rating | \n4.3 | \n-10 | \n
| Cancellations | \n10% | \n-10 | \n
| Preparation time | \n6% | \n-3 | \n
| Total points deducted | \n-30 | \n|
| Merchant Quality Score | \n70 | \n
Focus on improving your customer experience by ensuring high-quality food, timely preparation, and accurate orders. Address any safety concerns promptly and minimise cancellations.
\nWe value your feedback! Use the Give Feedback survey in the GrabMerchant app, located at the bottom of your score page, to share your thoughts and suggestions.
\n\n\n\nIf you have further questions or need assistance, feel free to reach out to us through the GrabMerchant app or contact our support team. We’re here to help!
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