Coaching Metrics – Alto

To better support your success and create crystal-clear performance expectations, Alto is introducing updated weekly coaching metrics.

These metrics completely replace TAP as our primary weekly measure. Our goal is to focus entirely on the operational details you directly control while you are out on the road.

Performance Targets at a Glance

Metric	Your Target	What It Measures
1. Acceptance Rate	95% or higher	The percentage of trip offers you accept while online and available.
2. Cancellation Rate	Below 3%	The percentage of accepted trips that you later cancel.
3. Online Time	85% or higher	A comparison of your Uber online time against your scheduled Alto shift hours.

Deep Dive: Understanding Your Metrics

1. Acceptance Rate (Target: 95% or higher)

This tracks how reliably we accept incoming rides when we are on duty. Maintaining a high acceptance rate ensures a seamless experience for our passengers and keeps your wheels moving.

What lowers your score: Manually declining trip requests or repeatedly letting the trip offer timer expire without acting.

2. Cancellation Rate (Target: Below 3%)

Once a trip is accepted, passengers count on us to show up. Keeping cancellations low is a core part of delivering a premium, five-star experience.

What lowers your score: Canceling a trip after you have already hit accept.

3. Online Time (Target: 85% or higher)

This metric ensures that your scheduled shift hours align with your actual availability on the road.

What lowers your score: Remaining offline for extended periods during a scheduled shift, delays logging into the app at the start of your shift, lagging to log off at the very end, or logging out outside of approved breaks.

Tips for Success & Support

Managing Your Breaks: To protect your Online Time metric, always utilize the proper break statuses within the Alto Driver App whenever you need to take a break.
Shift Into Action When Issues Arise: If you experience technical difficulties, app glitches, or any other unexpected road blocks that might impact your metrics, don't drive solo. Take action to solve problems in the moment by immediately reporting issues to our on-the-road support team through the Zello App while on shift.

Still Need Help?

To request a review or dispute a performance metric: If you believe a technical error or an unpreventable road issue unfairly impacted your weekly coaching metrics, please submit a Coaching Metric Review.