What is my Sweepstar Trust Score?
On the 8th of March, we hosted a LIVE Questions & Answers session with 1025 Sweepstars on a WhatsApp group. We answered your MOST ASKED QUESTIONS about the Trust Score. Click here to read the questions and answers.
What is the Trust Score?
The Trust Score shows if you are following the SweepSouth rules on bookings. When you follow the rules, SweepSouth knows we can trust you with more bookings. Your Trust Score helps us understand how trustworthy and professional you are as a Sweepstar.
Where do I find the Trust Score?
You can find your Sweepstar Trust Score in the worker app:
1. Open your Worker App
2. Tap +More
3. Tap ‘My Performance’
4. Tap ‘Trust Score’
How does the Trust Score work?
Your Trust Score starts at 100 points.
Your score is based on your last 10 bookings.
If you break a SweepSouth rule, you get a rule break (incident) and points are removed from your score.
⭐ Important
• Rule breaks make your score go down
• Good bookings with no rule breaks help your score improve
If your Trust Score goes below 50, you will lose access to Earn More bookings and your account may be reviewed for suspension.
As you complete more bookings with no rule breaks, older bookings with rule breaks fall away from the 10 booking window.
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No Show - 50 points We take away 50 points if you did not go to the booking and did not tell Support. 2 No shows in 10 bookings leads to immediate deactivation. |
Same-Day Cancellation -25 points We take away 25 points if you cancelled on the same day as the booking. This means if you get 2 same-day cancellations you can’t grab bookings on Earn More. |
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Late Cancellation -10 points We take away 10 points if you cancelled less than 72 hours before the booking. This means get 5 late arrivals you can’t grab bookings on Earn More. |
Late Arrival - 10 points We take away 10 points if you arrived more than 15mins late to the booking. This means if you get 5 late arrivals you can’t grab bookings on Earn More. |
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Did not close job -5 points We take away 5 points if you did not close the job before 7PM in the Worker App. This means you can get 5 not closing the job before you can’t grab bookings on Earn More. |
Unfair Incident? Tell Support! We know that incidents aren’t always your fault. If you have a good reason with proof for breaking a rule, you can tap the incident in the app and ask Support to review. |
Trust Score Examples
Example 1
Noni starts with 100 points.
One morning she oversleeps and cancels her booking on the same day.
A Same-Day Cancellation removes 25 points.
100 – 25 = 75
Her new Trust Score is 75.
To improve her score, Noni must complete bookings with no rule breaks.
Example 2
Esther starts with 100 points.
This week she arrives late to 5 bookings.
Each late arrival removes 10 points.
5 × 10 = 50 points
Her new Trust Score is 50.
If she is late again, she will lose access to Earn More bookings.
To improve her score, Esther must complete bookings with no rule breaks.
Trust Score vs Customer Rating (Important)
The trust score does not look at customer ratings.
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⭐ Star Rating
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🛡 Trust Score
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🚨 Very Serious Rule
If you get 2 No-Shows in your last 10 bookings, your account will be deactivated.
If you had a serious emergency, you can tap the rule break (incident) in the app and send proof to Support on WhatsApp for review.
Comments
5 comments
Be a sweepstar has been great so far
Happy sweepstar,
Cheer to more great job n meet great people
Prince T chingawo
The new additional to the app are fair. If you may bring back the declines mode. Its fair to sweep stars. Imagine February was so quiet with no bookings, then a booking is automated , no declines. Do you know that we are forced to work in homes where we are not happy at all because we do not have options. I value Sweep south very much.
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