New RYDE Score Changes in MEDALS Are Raising the Stakes for Contractors

What’s happening:
As of March 26, 2025, FedEx has updated how it calculates Rate Your Delivery Experience (RYDE) scores within the MEDALS system. Instead of just averaging star ratings, the updated methodology focuses on three critical customer pain points — areas that are 100% within the contractor’s control:

• • Delivery instructions not followed

• • Package not placed where it should have been

• • Delivered to the wrong address

These changes are a response to contractor feedback and aim to better reflect real-world service quality and accountability.

Why it matters:
RYDE scores directly affect your Customer Experience category in MEDALS — which influences your overall classification, reputation with your terminal, and potentially your contract eligibility. With this new laser-focus on survey complaints, even a few negative incidents can lower your standing.

What to do:

• • Use the SPOTlight app regularly to monitor the last 3 months of RYDE data

• • Look at customer problems, star ratings, and written comments

• • Train drivers specifically on:
    

     

    • • Reading and following delivery instructions
    • • Correct package placement (especially for businesses, gated homes, porches)
    • • Double-checking addresses before scanning “delivered”

Fleet Wage Tip:
Use our Driver Write-Up system to log RYDE-related issues, reinforce accountability, and track repeated violations. Documenting and correcting these issues early helps you stay proactive — and protect your MEDALS standing. The best part? Drivers can review and sign their write-ups directly from their phones via text message — no printing, no chasing signatures.