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Instacart adds features to improve ratings, provide “fair” shopper experience

The new features give Instacart’s shoppers more feedback and input to improve their experience.

SAN FRANCISCO, May 24, 2022 /PRNewswire/ — Instacart, a leading retail enablement company in North America, today announced a reimagined customer ratings system, delivering a more helpful, informative, and fair experience for shoppers. Instead of prioritization of batches being based on having the highest rating possible, shoppers will now need to maintain a 4.7 average rating or above for batch prioritization. In addition, Instacart is forgiving more ratings for reasons that may be outside of a shopper’s control, including if a customer consistently rates shoppers below 5 stars.

Instacart is also introducing a new “Your stats” screen that shows helpful information about a shopper’s experience on the platform, including their average customer rating, customer feedback, and statistics like how many orders they’ve completed. In addition, shoppers will see a new section within the Shopper app that will provide them with information about batch accuracy, including details about items found, replacements, and more. A shopper’s accuracy information does not have any impact on their rating or access to batches, but it can provide valuable insights into their shopping experience on the app.

“Our reimagined ratings system was developed in close collaboration with the shopper community to better support their needs,” said John Adams, Vice President of Shopper & Fulfillment Product at Instacart. “It’s incredibly important to us to nurture a community built on best intent — deepening the trust between shoppers, customers, and all of us at Instacart. By delivering on shopper feedback to make the customer ratings system even more fair, accurate, and reliable, we’re taking another step in ensuring that shoppers feel heard and supported through their experience.”

Because location is the most important factor in a shopper’s access to batches, shoppers will also now see text in the app notifying them when they are close enough to a store location to see available batches. When a shopper enters a store’s designated vicinity, text will appear in the app to let them know that they are ideally situated, and if they can expect to see batches from this retail location in the near future. The app may also show other recommended store locations nearby that have higher batch availability, in case they would prefer to move to another nearby store location.

To gain even more insight about shoppers’ experience, Instacart will now solicit batch-level feedback after each batch shoppers complete. As part of this feedback, shoppers can share if they had an issue with a customer and would no longer like to be paired with them moving forward. If a shopper notes that they had a rude customer, they will have the option to block that customer from their list of batches moving forward, giving the shopper more ability to customize their experience.

Each of these features and updates was developed based on direct shopper feedback, and is focused on Instacart’s commitment to nurturing a community built on best intent. This announcement is the third in Instacart’s four-month rollout of new commitments to the shopper community, following support while you shop and beyond in March and ingredients to earn on your terms in April. Instacart will deliver product features related to its fourth commitment, recognition and rewards for the best of the bunch, next month.

About Instacart
Instacart is a leading retail enablement platform that works with grocers and retailers to transform how people shop. Today, Instacart partners with more than 750 national, regional and local retail brands to facilitate online shopping, delivery and pickup services from more than 70,000 stores across more than 5,500 cities in North America. Millions of busy people and families turn to Instacart to get the groceries they need from the retailers they love, and more than 600,000 Instacart shoppers pick, pack and deliver orders for customers on their own flexible schedule. The Instacart Platform offers a suite of enterprise-grade technology products and services to power e-commerce, fulfillment, in-store, ads and insights for retailers across the U.S. and Canada. Hundreds of retailers partner with Instacart to power their e-commerce experiences across the Instacart App and their own white-label sites and solutions. With Instacart Ads, thousands of CPG brands partner with the company to connect directly with consumers online. For more information, visit www.instacart.com/company, and to start shopping, visit www.instacart.com. For anyone interested in becoming an Instacart shopper, visit https://shoppers.instacart.com/.

SAN FRANCISCO, May 24, 2022 /PRNewswire/ — Instacart, a leading retail enablement company in North America, today announced a reimagined customer ratings system, delivering a more helpful, informative, and fair experience for shoppers. Instead of prioritization of batches being based on having the highest rating possible, shoppers will now need to maintain a 4.7 average rating or above for batch prioritization. In addition, Instacart is forgiving more ratings for reasons that may be outside of a shopper’s control, including if a customer consistently rates shoppers below 5 stars.

Instacart is also introducing a new “Your stats” screen that shows helpful information about a shopper’s experience on the platform, including their average customer rating, customer feedback, and statistics like how many orders they’ve completed. In addition, shoppers will see a new section within the Shopper app that will provide them with information about batch accuracy, including details about items found, replacements, and more. A shopper’s accuracy information does not have any impact on their rating or access to batches, but it can provide valuable insights into their shopping experience on the app.

“Our reimagined ratings system was developed in close collaboration with the shopper community to better support their needs,” said John Adams, Vice President of Shopper & Fulfillment Product at Instacart. “It’s incredibly important to us to nurture a community built on best intent — deepening the trust between shoppers, customers, and all of us at Instacart. By delivering on shopper feedback to make the customer ratings system even more fair, accurate, and reliable, we’re taking another step in ensuring that shoppers feel heard and supported through their experience.”

Because location is the most important factor in a shopper’s access to batches, shoppers will also now see text in the app notifying them when they are close enough to a store location to see available batches. When a shopper enters a store’s designated vicinity, text will appear in the app to let them know that they are ideally situated, and if they can expect to see batches from this retail location in the near future. The app may also show other recommended store locations nearby that have higher batch availability, in case they would prefer to move to another nearby store location.

To gain even more insight about shoppers’ experience, Instacart will now solicit batch-level feedback after each batch shoppers complete. As part of this feedback, shoppers can share if they had an issue with a customer and would no longer like to be paired with them moving forward. If a shopper notes that they had a rude customer, they will have the option to block that customer from their list of batches moving forward, giving the shopper more ability to customize their experience.

Each of these features and updates was developed based on direct shopper feedback, and is focused on Instacart’s commitment to nurturing a community built on best intent. This announcement is the third in Instacart’s four-month rollout of new commitments to the shopper community, following support while you shop and beyond in March and ingredients to earn on your terms in April. Instacart will deliver product features related to its fourth commitment, recognition and rewards for the best of the bunch, next month.

About Instacart
Instacart is a leading retail enablement platform that works with grocers and retailers to transform how people shop. Today, Instacart partners with more than 750 national, regional and local retail brands to facilitate online shopping, delivery and pickup services from more than 70,000 stores across more than 5,500 cities in North America. Millions of busy people and families turn to Instacart to get the groceries they need from the retailers they love, and more than 600,000 Instacart shoppers pick, pack and deliver orders for customers on their own flexible schedule. The Instacart Platform offers a suite of enterprise-grade technology products and services to power e-commerce, fulfillment, in-store, ads and insights for retailers across the U.S. and Canada. Hundreds of retailers partner with Instacart to power their e-commerce experiences across the Instacart App and their own white-label sites and solutions. With Instacart Ads, thousands of CPG brands partner with the company to connect directly with consumers online. For more information, visit www.instacart.com/company, and to start shopping, visit www.instacart.com. For anyone interested in becoming an Instacart shopper, visit https://shoppers.instacart.com/.