What are public reviews on restaurant store pages?
After an order, customers can leave either public reviews or private feedback.
Private feedback
Visible only to you in the Merchant Portal
Public reviews
Visible in the Merchant Portal and on your DoorDash store page for customers
Public reviews tied to DoorDash orders display a "Verified Order" label. Only customers in select US, Canada, and Australia markets can leave public reviews. To do so:
Customers must be signed in to their DoorDash account
Reviews must be tied to a DoorDash order
DoorDash may prompt customers to leave a review after an order to help collect relevant feedback.
How do DoorDash ratings work?
DoorDash uses a simplified, three-option rating system for orders:
Loved (♥️)
The customer had an exceptional experience
Liked (👍)
The customer had a good experience
Didn’t Like (👎)
The customer had a poor experience
When approved, star ratings submitted with a public review count toward your overall store rating. Only verified DoorDash orders are included, and a maximum of one review per order is factored into your rating.
However, unverified orders (not placed on DoorDash) don't affect your store rating.
What are rating tags?
After selecting a rating, customers can choose tags that describe specific parts of their experience, such as Good Flavor, Accurate Order, or Late Delivery.
Tags give you more detail beyond the rating itself and help pinpoint what's driving customer satisfaction, or what needs improvement.
Customers may also leave an optional written comment along with their rating.
Where can I find my ratings and reviews?
You can view your ratings and customer feedback in the Merchant Portal:
Sign in to the Merchant Portal
Go to Customers
Select Ratings & Reviews
Reviews are automatically sorted based on relevance, quality, and recency, so the newest review may not always appear first. Most customers leave feedback within 24 hours of their order.
As DoorDash continues to improve ratings and feedback tools, you may see additional insights and updates in this section.
How can I filter and understand my ratings?
In the Ratings & Reviews section, you can review feedback using multiple filters to spot trends over time.
Filter by time period
Use the date selector at the top of the page to view feedback from:
The last seven days
This week
Last month
A custom date range (up to 90 days)
The Ratings during this period panel shows the percentage of Loved, Liked, and Didn't Like ratings during the selected timeframe.
Filter by rating and feedback type
You can also filter reviews by:
Rating type (Loved, Liked, Didn't Like)
Visibility
Public reviews shown to customers
Private feedback shared only with your store
Written comments, to see only reviews that include customer notes
How do I respond to customer reviews?
You can respond privately to customer feedback directly from the Merchant Portal. To respond to a review:
Select Respond beneath the review
Choose a response template or write a custom message
Add a discount for a future order (optional)
Select Send
You have up to seven days to respond to new feedback, though responding within 24 hours is recommended.
Keep in mind, Yelp reviews can't be responded to or managed in the Merchant Portal. To remove these reviews from your profile, contact Merchant Support.
How long do I have to respond?
You have to respond within seven days of receiving a review, we recommend replying within 24 hours.
What are best practices for responding to negative feedback?
When replying to negative feedback, focus on acknowledging the issue and showing customers you take their concerns seriously:
Acknowledge the customer's experience
Address specific concerns mentioned
Apologize when appropriate
Keep your response short and professional
Offer a discount if it makes sense
Proofread before sending
How are public reviews moderated?
All public reviews are reviewed against DoorDash Review Guidelines. Reviews may be rejected if they:
Violate DoorDash terms (for example, profanity or harassing language)
Contain discriminatory, threatening, or abusive content
Focus primarily on delivery issues (such as delivery time or food temperature), which are outside a merchant's control
This moderation helps ensure reviews reflect the customer's experience with your food and service.
How do I report a public review?
If you believe a published review violates our Review Guidelines:
Merchants in the US: Contact Merchant Support
Merchants in Canada and Australia: Submit a review report using the regional form
What is my Lifetime Rating?
Your Lifetime Rating is the score customers see on your store page in the DoorDash app. It appears as a number on a 1–5 scale. This rating reflects:
Recent emoji ratings
Historical star ratings from the previous five-star system
When customers tap your rating in the DoorDash app, they can view additional details such as recent rating averages and individual customer feedback.
How is my Lifetime Rating calculated?
DoorDash calculates your Lifetime Rating using an algorithm that considers multiple factors, including:
Historical star ratings
New emoji ratings
Verified orders
Repeat customers
To ensure ratings reflect overall performance fairly, the exact calculation isn't shown and may change over time to give more weight to recent, high-quality feedback.
What are Most Liked items?
Most Liked items highlight menu items that DoorDash customers consistently enjoy. Most Liked items ratings are customer ratings given to popular menu items.
After placing an order, customers can rate individual menu items with a thumbs up or thumbs down. They may be prompted to do this:
When reopening the DoorDash app, or
By visiting your store page and selecting Add a Review
These item ratings are submitted alongside a store star rating and optional public review.
How are Most Liked items calculated?
Up to three menu items can display a Most Liked label at a time
Items are selected based on the highest number of thumbs-up ratings
An item must receive a thumbs-up/thumbs-down rating for its aggregate rating to appear
Do I need to take action?
No action is required. DoorDash automatically collects item ratings and displays eligible Most Liked items on your store page.
Is there a cost?
No. There is no cost to merchants for this feature.
Where do customers see Most Liked items?
Eligible customers in select US, Canada, and Australia markets may see Most Liked items:
On restaurant store pages in the DoorDash app
On doordash.com
Can I see item-level likes in the Merchant Portal?
At this time, you can see:
A customer's star rating
Their review
Items ordered
You cannot see individual thumbs-up or thumbs-down ratings in the Merchant Portal. To view Most Liked items, visit the Featured Items or Popular Items sections on your customer-facing store page.
Can I opt out of public reviews or Most Liked items?
No. These features appear on all eligible restaurant pages in select US, Canada, and Australia markets.
How can I improve my rating?
Customer ratings are closely tied to order fulfillment, accuracy, and delivery timing. The best practices below can help create a better customer experience and improve feedback over time.
Order fulfillment
Keeping your information accurate helps prevent cancellations and ensures food arrives as expected.
Keep hours up to date: Update regular hours in the Merchant Portal and special hours on your tablet or in the Portal
Update your menu: Remove unavailable items promptly so customers don't place orders you can't fulfill
Set accurate prep times: Enter estimated prep times after accepting orders, or confirm how prep times are sent through your POS
Confirm orders quickly: Let customers know you're preparing their food to reduce cancellations (POS-integrated stores confirm automatically)
Order accuracy
Accurate orders lead to happier customers and better ratings.
Check modifications and special requests: Review item notes carefully and contact the customer if clarification is needed
Verify items when bagging: Check off each item on the ticket or receipt to ensure nothing is missing
Label orders clearly: Write the customer's name on the bag to avoid handoff errors
Label individual meals in group orders: This helps customers find their items and reduces food handling
Use tamper-proof packaging: Seal bags to keep food secure during delivery
Delivery time
Fast, predictable pickups help food arrive at the right temperature.
Add pickup instructions: Set clear parking and pickup details in the Merchant Portal
Designate food runners: Assign staff to bring orders directly to Dashers when possible
Create a clear pickup area: Use pickup windows, lines, or racks to reduce wait times and congestion
Set aside Dasher parking: Use signage to guide Dashers quickly to the right location
Use the Busy Kitchen feature: Update estimated times when you're backed up so Dashers don't arrive too early
How do customer reviews tie into the Most Loved program?
The Most Loved program recognizes top-rated, reliable restaurants on DoorDash. To be eligible, your store must:
Complete at least 25 deliveries
Maintain a Lifetime Rating of 4.5 or higher
Additional requirements may apply. Visit the Most Loved program page for the full list of criteria.
