Last year, a team of Instacart spend a week
with sixteen shoppers shopped together, learned about their experiences with
Instacart, and got their feedback for a new earnings structure aimed at
providing more transparency and consistency across orders.
Since then, they have been slowly testing the new earnings structures in more markets, gathering feedback along the way, and calibrating the approach to make a better new model for shoppers. They collected the feedback through surveys, in-person sessions, the Shopper Experience Council, and from their Community Support agents who hear from the shoppers everyday. In every test market, the shoppers have told that they prefer new earnings to the existing structure.
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Details On the New Earnings Structure
When it comes to earnings, there are
several key themes that are really important to the shoppers. First, they need
more transparency about the details of each batch prior to accepting orders to
help them make better, more informed decisions based on their availability and
earnings goals. Second, the earnings structure should be order driven —
offering more consistency based on the time and difficulty of each batch.
Based on the shopper feedback, these themes
became key tenets of the new earnings structure, which offers:
Batch Transparency: Shoppers will be able
to preview additional information before accepting batches — including an
estimated earnings total, the specific items in the batch, and a map with store
and customer addresses. After completing each batch, shoppers will also see a
breakdown of total earnings.
Pay Per Mile: In response to one of the top
shopper requests, instacart will now pay per mile from the suggested store to
Batch Consistency: Shoppers have told that
each batch is unique, and the payments did not always seem proportionate. As
part of this new earnings structure will now consider a wider range of factors
in calculating the Batch Incentive, including number of units, types of items,
retailer, store location, and special requests, among others.
Quality Bonus: Get a bonus for every
five-star rating on Full-Service orders.
Customer Tips: As always, Shoppers receive
100% of customer tips.
Peak Hour Pay Boosts: Occasionally,
shoppers may be offered additional pay during hours when the need for shoppers
is high. Shoppers will be able to see peak times in advance of selecting their
shift. Please note, Peak Boosts will only be available in select times and
These changes have been designed to keep
average earnings the same as under the prior system, while paying more
consistently for time and effort across different kinds of batches.
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