Every Wednesday, you download your scorecard. A few pages of numbers, colours, and thresholds that nobody properly explained the day you signed your DSP contract.
I'm a DSP owner. I manage 113 drivers. I've been reading this scorecard weekly for years. Here's what I wish someone had told me on day one.
What the scorecard measures
The Amazon DSP Scorecard evaluates your station across four main areas:
Driving safety. This is the FICO® score via eDriving Mentor. Amazon aggregates all your drivers' behaviours — harsh acceleration, braking, speeding, phone distraction. A DSP score of at least 3.00 out of 4.00 puts you in Fantastic tier. Below that, you're in trouble.
Delivery quality. Your Delivery Completion Rate (DCR), on-time delivery rate, and scan accuracy. Amazon expects a high DCR — the higher the better. Every point lost here weighs heavily on your tier.
Customer experience. Complaints, DNR (Delivered Not Received), damaged packages. This is the trickiest metric because it sometimes depends on factors outside your control — a customer lying about a missing package still penalises you.
Operational compliance. Seatbelt off rate, Engine Off Compliance (EOC), Proper Parking Sequence (PPS). Amazon adds new metrics regularly. The latest: PPS, which checks that drivers park properly before exiting the vehicle.
The thresholds that matter
Amazon classifies DSPs into four tiers: Fantastic, Great, Fair, and Poor. The line between Fantastic and Great is the lifeline of your business.
In Fantastic, you get bonuses, new routes, and peace of mind. Below that, you enter a downward spiral: fewer routes means less revenue, which means fewer resources to coach your drivers, which pushes your scores down further.
The DWC (Delivery With Care) is the composite metric that summarises your overall performance. The higher it is, the safer your tier. When it starts dropping, that's the warning signal — and consequences come fast.
What Amazon doesn't tell you
Three things I've learnt on the ground:
Amazon's mistakes penalise you. A misrouted package, an incorrect address in the system, an absurd itinerary — all of these impact your delivery score even when the problem isn't your fault. And appeals are slow and rarely in your favour.
The scorecard has a delay. The data you see on Wednesday reflects the previous week. If a problem occurs on Monday, you won't see it in your numbers for 10 days. That's why monitoring your metrics daily — not just on Wednesdays — is critical.
Some metrics weigh more than others. Amazon doesn't publish the exact weighting of each metric in the overall score. But from experience, driving safety and DCR have the biggest impact on your tier.
How I read my scorecard every week
My Wednesday morning process:
First, I check the overall DWC and my tier. If I'm in Fantastic, I still check trends to anticipate. If I'm in Great or below, I immediately identify which sub-metric is dropping and act within the week.
Next, I sort my drivers by individual performance. The bottom 10% are the ones who need coaching this week. Not next week — this week. Because if you wait, next week's score will be even worse.
Finally, I look at 4-week trends. A driver who declines three weeks in a row isn't an accident — it's a pattern. You need to act.
Automating the tracking
I built DSPilot precisely because this manual process was eating 5 hours every Monday. Importing data, cross-referencing scorecards, identifying drivers to coach, generating reports.
Today, I import my file in 30 seconds and the analysis is ready. Every driver has a profile with their history, strengths, areas for improvement, and AI-generated personalised coaching.
If you manage more than 30 drivers and you're still doing this in Excel, you're losing time — and probably scorecard points.
DSPilot is the DSP performance tool built by a DSP owner, for DSP owners. Discover DSPilot →