Introduction to Points

Your points determine your Laundry Pro rank. The Laundry Pro with the most points is ranked #1. Jobs are offered to Laundry Pros in order of Laundry Pro rank. So the highest ranking Laundry Pros get access to orders first. That’s why the best Laundry Pros in established markets can work full time and earn over $1200/week, while new and lower ranked Laundry Pros get access to fewer orders. And that’s why a small group of Laundry Pros in each market cover the majority of orders.

The system is designed to favor and reward the best Laundry Pros who provide the highest quality service to our customers. If you’re a high ranking Laundry Pros, be consistent so you maintain your advantage. If you’re new or a have a relatively low rank, don’t worry, you’ll get your chance, and when you do make sure to do everything you can to improve your rank with that order. As your rank improves you get access to more and more orders. 

Here’s an explanation of how your points, badges, and rank work.

It all starts with your points.

 

POINTS

You gain or lose points based on 7 factors:

1. Your customer ratings. The higher your customers rate you (on a scale of 1-5), the more points you get.
   • 5 star = 10 points
   • 4 star = 0 points
   • 3 star = -50 points
   • 2 star = -75 points
   • 1 star = -100 points
2. Your customer tips. The more your customers tip you, the more points you get.
3. Your pick up speed. The faster you pick up your customer’s laundry, the more points you get.
4. Your delivery speed. The faster you return your customer’s laundry, the more points you get.
5. Your messaging. The speed, professionalism, and friendliness of your messaging. The faster you respond to your customer’s messages, and the friendlier and more professional you are with your messaging, the more points you get.
   1. NOTE: This guidance applies to regular hours of operation, 8am-8pm. For example, if a customer messages at 2am, there is no expectation to respond within an hour. There is no penalty for not responding quickly to a message sent between 8pm-8am.
6. Customer Compliments/Complaints. This is based on the number of compliments/complaints your customer gave you when they reviewed your service. You can get compliments for a) fresh and clean b) neat folding c) friendly service d) above and beyond.

You can also lose points when you don’t perform well based on these 7 factors.

Points for Pickup Speed, Delivery Speed, and Messaging are awarded after you deliver the laundry and close out the order.

Points for Customer Ratings, Customer Tips, and Customer Compliments/Complaints are awarded after the customer rates/tips you. Until then these factors will be marked as “Pending.” (Some customers do not rate/tip, in which case these factors will remain “Pending.”)

You can get more detail about how many points are awarded for each factor and under which conditions by opening your app, tapping on the 3 dots in the upper left, choosing “Rank,” tapping on an order, and then tapping on the “i” next to each factor heading.

After you deliver an order we prompt your customer to rate and tip you in the app. We also send them a reminder the next day. Keep in mind that many customers don't get a chance to rate/tip until the next time they use the app (which is usually when they place their next order). You’ll get a notification when your customer rates/tips you.

 

BADGES

As you accumulate points you unlock privileges to different badges (For example, the right to have multiple active orders). You can review the badges, their requirements, and their privileges in your app by tapping on the 3 dots in upper left, choosing "My Rank," and then tapping on your badge in the upper right. 

BUGS & AUTOMATION

The point system is automated and based on a system algorithm.

LEARN MORE

You can learn more about how to earn points in the Laundry Pro app under Main Menu->My Rank then clicking on a completed order under "Points." The ℹ️ will share more about the points you can earn under each category.