Unfair ratings cost some Instacart shoppers hundreds a week

From today’s New York Times:

Bags of groceries don’t just vanish into thin air. But in case the laws of physics ceased to exist, Loreen Zahara does her due diligence. The Instacart shopper keeps receipts for purchases and even photographs them upon delivery — on a customer’s stoop or in front of their garage.

Yet when one customer gave her a one-star rating over a missing bag of pineapples and another awarded her one star and claimed an entire order wasn’t delivered, it was Zahara who suffered the consequences: a loss of hundreds of dollars of potential earnings per week.

Instacart’s order-allocation system takes the “customer is always right” mantra to new extremes, some of its professional shoppers say. The grocery delivery company presents its workforce of independent contractors with orders based in part on their in-app ratings — those with higher scores get first pick, often leaving behind fewer and less lucrative batches for everyone else. Interviews with more than 10 shoppers and receipts reviewed by The Times show a sharp decline in earnings for shoppers whose ratings drop just slightly below 4.95 out of 5 stars. Often, shoppers said, the negative reviews were beyond workers’ control.

Even though Zahara has evidence those two complete orders reached the customers’ homes, it was enough to drop her rating to a 4.94. She went from earning an average of more than $1,270 per week to $690 per week, while working the same total hours, screenshots and weekly earnings reports show.

When Zahara had a rating of 4.95, compensation for batches of deliveries available to her ranged from $15 to $45. At a 4.94, screenshots show orders dipped to $9 to $22, with those at the higher end in a different county than where she lived and typically worked.

“I just had to live with the bad ratings and bad batches and no money,” she said.

Instacart says the system was developed to ensure ratings are “fair and accurate,” and do not unfairly penalize shoppers.

To protect shoppers, Instacart automatically forgives a customer’s single lowest rating, said Instacart spokesperson Natalia Montalvo. And “ratings that are outside of shoppers’ control” are also forgiven — such as when a customer complains that requested item is out of stock at a store, she said.

Read the complete article here.

Overworking is overrated and unhealthy. Why so hard to respect work-life balance?

From today’s Washington Post:

Why does our society perpetuate the idea that people must be constantly working in order to be worthy of respect?

I get tired of the way our culture fetishizes overworking. People contribute to this by competing over who has worked the hardest, longest hours as though overworking makes you a better person. This attitude can lead to a feeling of shame for taking a day off for being sick, tired, or needing a mental health day. In our very public, social media sharing society it can feel like we need to constantly “prove” how hard we are working to the watching world.

Instead, we should encourage the people around us to work hard for their goals, but also encourage them to remember to take breaks, relax and enjoy life. Overdoing anything is never healthy, and we should aim to be better at balancing work and play in our culture.

Read the complete article here.

Wages for Housework?

From today’s NYT “Room For Debate” Blog:

Housework is a necessary labor for families, but it is largely unpaid, except when others are hired to do it. Families may pay others to cook, clean or take care of their children, but they don’t pay themselves. This year, Italyconsidered a proposal in which the government, or in some cases the husband or partner, would pay wives for this thankless task. And a few years ago, India considered a similar bill.

Should the family member who does most of the housekeeping be compensated?

Read different perspectives on this provocative question here.