Checking the numbers on your Sessions Dashboard is what tells you whether you're actually doing well, not how it feels day to day. If a customer has a bad experience and you're not looking, you don't know where to improve — you just carry a lower rating and fewer orders with no idea why.
Get into the habit now of opening your Dashboard once a week, preferably daily, not once a month, which only takes 5 minutes of your day. It's the single biggest thing that you can do to protect your ratings.
Your Performance Dashboard
What do the 5 metrics mean, and what good looks like:
Metric | Good is | What it is |
⭐ Ratings | 4.3★ or better | Decides whether customers see you at all. Early low ratings are difficult to correct. |
⏰ Open rate | 95% or better | The share of your set hours you are actually open. A low one hurts your reliability score and pushes you down the apps. |
📦 Inaccurate Orders | Under 2% | The fastest route to a 1★ and a refund. This can include missing items, cold food, under/overcooked food, or incorrect ingredients used. |
🛵 Rider wait time | Under 7% | The share of riders waiting over 5 minutes. Sets how long the customer waits, and feeds your future priority. |
❌ Rejected orders | 0% | Tells the platform you are unreliable, and means customers simply cannot order from you. |
What you can do in your kitchen to improve each one:
⭐ Ratings
Use the build sheets, and have one person own the pass
Use training videos to keep staff refreshed, and ensure minimal gap between menu photos and what your team are producing (expectation vs. reality)
One bad review now weighs more than five will later. Aim for consistency, not perfection
⏰ Open rate
Prep ready 30 minutes before you open — a late open is missed orders or ones that are made in a rush
Check platform menus every morning to confirm you are actually open
Short-staffed? Update your hours on your tablet. Do not just switch the tablets off
📦 Inaccurate Orders
Mark off every modifier and extra on the ticket before packing
Keep sauces and drinks by the packing area — out of sight is out of the bag
One person, ideally the packer, physically ticks the order off. Not mentally
For cold food, ensure food is being prepped in accordance with the pick-up time shown on the ticket.
🛵 Rider wait time
Do not bag until the rider is nearly there — hot-hold or thermal bag anything bagged early
Creeping up? Check you are building multiple tickets at once, not one at a time
Use your Dashboard to see your peak traffic and prep ahead of it
❌ Rejected orders
Run a stock check 30 minutes before opening, every day
Never substitute without calling the customer first
Keep the internet stable — drop-outs cause rejections you never see coming
Open your dashboard now to see where you are. Using the above advice alongside looking at your metrics, see where in your kitchen you could make small improvements now based on what your numbers are saying.
What's Next: Week 3: Virtual Cook Off
If they haven't already, your Account Manager will call and setup your Virtual Cook-Off with a Trainer for the next 1-2 weeks. Your trainer will go through the metrics with you and your recent reviews, and your kitchen team will build a few menu items while the trainer observes and make improvements where they can.
Your First 10 Weeks
You can navigate freely between each section if you want to revisit some information.
🔪 Week 1: Launch + Expectations
📈 Week 2: Know Your Numbers
💻 Week 3: Your Virtual Cook-Off
🔎 Week 5: Getting Found
♻️ Week 7: Refresh Your Team
👁️ Week 10: Your 10-Week Review