Relay carriers receive a performance score that determines the booking options available to them. The score also helps make sure loads are delivered reliably and on time. Thinking about becoming a Relay carrier? Here’s how we measure the performance of every haul.
How does Amazon use the Relay performance score?
A strong performance score gives Relay carriers more opportunities to haul how they want. The score can range from 0% to 100%, which corresponds to a grade–F to A+. We use that performance grade to evaluate a carrier’s eligibility for spot loads and contracts. Contracts, for example, are reserved for carriers with a B or above. Top performers can also get early booking access and priority load matching within Post A Truck.
How does the Relay performance score work?
To give carriers a chance to improve, the Relay performance score reflects a Relay carrier’s last six weeks of hauls. We track four metrics:
- On-time: Ratio of loads that arrive by the planned time.
- Acceptance: How often a carrier rejects loads that they book.
- App usage: How well a carrier’s drivers follow rules about using the mobile app to execute Amazon loads.
- Disruption-free: How many interruptions were encountered during transit.
A Relay carrier’s performance score is only as good as their lowest performance metric. That way, a carrier can address their most problematic area. Carriers can also see performance at the domicile level to understand regional patterns, and even the single-load-level so they can coach drivers. Relay carriers are empowered to improve their performance score.
How is a performance score calculated?
On-time performance
We expect drivers to arrive by the scheduled time at both the origin and destination. Relay calculates this performance metric based on the check-in timestamp at the site. If something happens along the way, carriers can let Relay know and dispute performance score impacts.
Acceptance
Amazon wants reliable carriers to haul our cargo. Whether it’s a contract or spot load, if an Amazon load is booked, it’s the Relay carrier’s responsibility to execute it. A performance score can take a hit any time a carrier rejects tendered loads. That includes letting loads expire. The closer a carrier rejects to pick-up time, the higher the penalty.
We recommend being selective when browsing for loads on Amazon Relay so that carriers don’t book what that they can’t haul. However, if we cancel tendered loads, their performance score won’t be impacted.
App usage
Amazon requires all loads to be executed using the Relay mobile app. To minimize performance score issues, drivers must keep the app running and maintain location availability for the entire trip.
Disruption-free
Some disruptions can have downstream impacts on other Amazon loads, or even Amazon shopping customers. The disruptions Relay tracks are stationary trailers and loads without assigned drivers.
How to improve an Amazon Relay performance score
When carriers are onboarded to Relay, they have a dashboard to keep track of all Amazon Relay performance score updates. Carriers can improve their performance score by:
- Looking for trends: Relay carriers can see which loads are affecting their performance score and why. They can look for any patterns that may be bringing their performance score down.
- Taking digital courses: Onboarded carriers can find detailed guidance on each metric in Relay’s Learning Center.
- Visiting Frequently Asked Questions: Relay’s support center for onboarded carriers addresses common scenarios that affect performance scores.
Get started
A high performance score helps Relay carriers haul the best Amazon loads for their business. Apply now to start building your company’s performance score and hauling loads. You can also download the Relay app on iOS or Android to get started and track your application’s progress on the go.
Disclaimer: Amazon does not tender loads through any third-party load boards. Any Amazon loads posted on third-party load boards will only be tendered directly to approved and onboarded carriers via the Relay web portal or Relay mobile app. If you are interested in hauling loads for Amazon, sign up and book directly on relay.amazon.com. For more about our efforts against fraud and cargo theft, see our trustworthy transportation page.
