Transportation Reporting Glossary
Definitions for terms and metrics that appear across Roundtrip's reporting tabs.
How to Filter Your Reports
- Date Aggregation — group data by Day, Week, Month, Quarter, or Year, so you can compare performance over time.
- Date Range — limit results to a ride's scheduled start time, including both the start and end dates you choose.
- Group — narrow results to a specific facility, plan, or sub-part of a larger organization.
Grievances
Term | What It Means |
Billing Issue | A member reports a billing problem with their transportation. Roundtrip investigates whether an error occurred. |
App Issues | A member reports a technical problem with the Roundtrip app. Roundtrip investigates, and escalates to the Tech Team if needed. |
Driver/Ride Complaint | A member is dissatisfied with their ride — a late or no-show provider, driver behavior, or vehicle condition. Roundtrip reviews the ride and provides coaching to the provider when appropriate. |
Health Plan Concern | A member is dissatisfied with their benefit or their plan's specific process (eligibility, ride restrictions, etc.). Roundtrip refers them back to their Health Plan. |
Notifications Issue | A member isn't receiving notifications, or is receiving incorrect ones. Roundtrip may help them resubscribe or investigate a technical cause. |
Lost Items | A member left a personal item in the vehicle. Roundtrip contacts the provider to help facilitate its return. |
CC Booking Error | A member reports a booking error made by their plan. Roundtrip investigates and corrects the ride if needed. |
Call Center Complaint | A member is dissatisfied with a Roundtrip agent or process (call quality, a booking error, etc.). Roundtrip reviews the incident and coaches agents as needed. |
Roundtrip Unable to Secure Transportation | No transportation company was available to claim the ride. Roundtrip may offer an alternate vehicle type or advise rescheduling. |
Grievances & Operational Insights
Term | What It Means |
Missed Connections | A rider and driver fail to connect — the rider wasn't ready, the driver arrived at the wrong address, or the ride was marked complete in error. If the driver followed procedure, no action is taken against them; a new ride may be redispatched. If the address was wrong, Roundtrip may correct it. |
Operational Insights
Term | What It Means |
Time in Community (Hours) | How long a ride sat available before being claimed. Shows how responsive the transportation network is. Not available for rideshare. |
Fulfillment Rate | The percent of rides completed, excluding cancellations outside Roundtrip's control and rideshare disruptions that were successfully redispatched. Formula: completed rides ÷ (scheduled rides − fulfillment-adjusted rides). This goes a step further than Completion Rate by accounting for uncontrollable cancellations and successful redispatches. |
Cancelation Rate | The percent of scheduled rides that end up canceled, for any reason. |
Ride Requested Start Time | The date and time a ride was requested to start. |
Other (cancelation reason) | Used when no listed cancelation reason fits. Can be investigated further in the Detail report. |
Ride Start Time | The scheduled start time based on the winning provider's submitted ETA. |
Rideshare Ride Disruptions | Total rides affected by a Missed Connection or No Drivers Available. Helps identify riders frequently impacted, so addresses and vehicle types can be double-checked. Disrupted rides are typically redispatched and often still completed. |
Operational Insights & Transportation Engagement
Term | What It Means |
ETA Deviation (Hours) | The gap between the requested pickup time and the time the provider actually submitted. Helps identify root causes of large deviations. |
Completion Rate | The percent of scheduled rides marked completed by the provider, regardless of cancellation reason or redispatch outcome. Example: 50 of 100 scheduled rides completed = 50% completion rate. |
Lead Time (Hours) | How much advance notice a ride was booked with — the time between ride creation and requested pickup. Short lead times can contribute to larger ETA deviations or lower completion rates. |
Transportation Engagement
Term | What It Means |
Average Requested Start to Pickup Deviation | Time between when a rider is ready and when the winning provider arrives. CAD-integrated companies only. |
Average On Time Performance | Difference between a provider's submitted ETA and their actual arrival time. Negative values mean early arrival. CAD-integrated companies only. |
TXN Roundtrip Activity Explorer
Term | What It Means |
Rides Declined | Number of rides your company declined. |
Rides Bid On | Number of rides your company submitted an ETA for. |
Rides Won | Number of rides your company was awarded. |
Win Rate | Percent of rides won out of rides bid on. |
Bid ETA Deviation | Difference between the facility's originally requested ride time and the ETA your company submitted. |
Average Time to Engage | Average time between a ride being requested and your company submitting a bid. |
Number of ETAs | Total ETAs submitted for a given ride, across all companies. |
Estimated Distance | Distance calculated using the Google Maps API. |
Outcome | Whether the ride was won, lost (on ETA or response time), or declined. |
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