How would you quantify an experience into a score without labeled data
To continue with your example, a domain expert (or business expert) would have to determine which of these is more important and therefore should have higher weight.

They may care about ETAs for the order because their customers appreciate getting a fast delivery, but may not care as much about the cancellations due to a high amount of orders they have anyways. Now this is purely guessing.

In order to build a model that will suit the business's needs - this should ideally be discussed with someone who understands the domain well and knows what they want to achieve.