Ready for Quality caps?
If you’ve been running your DSP for a while, you know:
quality metrics are really hard to get right.
Every DSP has that one pesky customer, that always just happens to “lose her package.” 5 weeks in a row, of course.
Or the negative delivery feedback - because the delivery instructions specified - very clearly, of course - that the package must be placed in an exact corner on the table on the right hand side of the porch, behind the fence with the pitbull.
While DSPs and Amazon may disagree about how to define good quality, the challenging truth is that 2025 is going to require much more attention to quality.
As one DSP recently told me… ahem… “It’s going to be a bloodbath.”
How to Manage Quality in 2025
In conversations with DSP’s across the country, three key strategies have emerged for adapting to the new quality cap.
(1) Make Quality Part of Incentive Pay
One of the most effective ways to align your team with quality goals is to tie performance metrics directly to incentive pay. When Delivery Associates see a clear connection between their actions and their rewards, they are far more likely to prioritize the behaviors that matter most.
This doesn’t have to mean massive bonuses for perfect scores; small, consistent incentives tied to clear targets—like accurate delivery scans, customer feedback, or adherence to instructions—can make a big impact. Start by identifying the metrics that matter most to your operation, and create a transparent, fair system that motivates your team without discouraging them.
(2) Invest Into Coaching and Metric Education
The reality is, many DAs don’t fully understand how scorecards work or how their individual performance impacts the overall metrics. That’s where coaching and education come in. Regular training sessions should go beyond the basics of package delivery and focus on the "why" behind metrics like missed scans or invalid delivery attempts.
Group workshops, one-on-one coaching, and even ride-alongs can be invaluable tools to reinforce good habits. Remember, education isn’t a one-and-done event. Make coaching a continuous process that adapts as new challenges or metrics arise.
(3) Leverage Technology to Facilitate Coaching and Monitoring of Metrics
Technology can be your secret weapon in managing quality. Modern tools allow DSPs to monitor performance in real-time, identify trends, and provide actionable insights. For example, automated alerts for issues like repeated failed deliveries or incomplete scans can help you address problems before they snowball.
Beyond monitoring, technology can streamline coaching. Tech platforms can provide DA’s with individual performance data, including clear goals and progress updates, as well as AI-powered real-time coaching. This not only makes your life easier but also empowers your team to take ownership of their performance.
Don’t Navigate 2025 Alone — Cents is Here to Help
The road ahead may feel overwhelming, but you don’t have to tackle it by yourself. At Cents, we specialize in helping DSPs adapt to Amazon’s consistently evolving scorecards. From implementing incentive pay systems to setting up AI technology for real-time monitoring and coaching, our team has the tools and expertise to make 2025 less of a "bloodbath" and more of a breakthrough year for your operation.
Ready to make quality metrics your competitive advantage? Reach out to the Cents team today to start building a strategy for success.
