Understanding your performance standards
Bamboo brands are built for national scale and consistency. To protect brand quality and ensure every customer has a great experience - which drives repeat orders and higher volume for everyone - all Bamboo partners are expected to maintain a set of performance standards.
What performance standards Bamboo measures
Order accuracy - fulfilling orders with the correct items, ingredients, and portions — each order in the Bamboo app lists the ingredients for every item, so your team has what they need right on the ticket, alongside your brand operator manuals.
Acceptance rate - the percentage of orders that are accepted without being cancelled. Keep this as close to 100% as possible by using the Pause function proactively.
Cancellation rate - the percentage of accepted orders that are subsequently cancelled. This should be as close to zero as possible.
Prep time - how consistently you fulfill orders within the expected preparation window. You can set your prep time in the app to match how your kitchen actually runs — realistic prep times keep you inside the window. Fast, consistent prep keeps couriers happy and ratings high.
Uptime - keeping your brands active and available during your stated operating hours. Locations that are frequently offline see reduced order volume.
Customer ratings - the star ratings customers leave on the delivery platforms after their orders. Ratings reflect order accuracy, packaging quality, and overall experience.
Why these performance standards matter
Delivery platforms reward high-performing locations with better placement, more promotional exposure, and higher order volume. When your metrics are strong, your brands rank higher and more customers see them - which means more orders and more weekly earnings for you. Performance and earnings are directly connected.
There's another reason performance matters: delivery platforms measure performance by location, not by brand. Every storefront at your address rises and falls together — your Bamboo brands and your own restaurant included. Keeping your Bamboo storefronts performing well protects your whole operation, not just your Bamboo orders.
What happens if performance falls below standards
Bamboo monitors performance across all partner locations. If our team notices performance metrics falling below acceptable levels, we will reach out proactively to understand what is happening and help you get back on track. We treat this as a collaboration, not a penalty - most performance issues have practical causes that can be addressed quickly.
If performance issues persist after support and intervention, Bamboo may need to pause or remove the location from the network to protect brand quality and customer trust. This is a last resort, and our team will always communicate before it happens.
The fastest ways to protect your performance
Keep Auto-accept ON in your Bamboo app settings
Pause items the moment they are unavailable - before an order comes in
Never cancel orders — pause instead. See Pausing items & brands for how, and The never-cancel rule for the one exception.
Prepare orders accurately and on time, every time
Keep your brands active during all stated operating hours
How do I know how my location is performing?
Contact our team and we can share your current performance data.