
Problem Brief: Carrier Scorecard at Nuvocargo
Phase 0: Problem Brief - Carrier Scorecard
💫 Team
Driver: @Isabel Oliveres
Approver:
Collaborators:
Informed:
Date of the Review: 08/23/2022
Status: Approved
Problem Space
- What are the problems or opportunities being addressed?
- What are the user problems/opportunities?
- Note: projects may address only one of these problem types. That's ok.
We currently have no programmatic way of assessing the quality of our carriers, which creates numerous problems for the business:
- It hamstrings our ability to deliver best-in-class service: with only anecdotal knowledge of which carriers are “good” and which ones are “bad”, shippers can have bad experiences, and we cannot hold our carriers to a consistent standard. We don’t have a holistic picture of how our carriers are performing on a per-shipper basis, which impacts our leverage in rate reviews and ability to address operational issues.
- It limits the effectiveness of our matching efforts: we don’t know what the correlation is between carrier size, price, and service quality, which prevents us from making data-driven decisions when connecting both sides of the marketplace. In turn, our matching efforts are grounded in a relationship-based lens that rewards known carriers, who may not objectively be the best carriers.
- It prevents us from enacting incentives for carriers to improve: without scoring carriers and giving them visibility into how they’re measured, we can’t use carrots/sticks to influence their behavior and reduce our cost to serve
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