- on Nov 06, 2022
In 2017, Uber introduced a 퍼블릭 알바 feature allowing drivers to give passengers extra comments about their behaviour. Uber is known for allowing both drivers and passengers to give one another feedback once a ride is completed. Drivers explained that, in the same way passengers evaluate their drivers, drivers also do so for riders. The idea behind the passenger ratings is to help drivers exchange passenger information and to keep service as safe and respectful as possible.
Uber has been experimenting for years with various ways to allow passengers and drivers to provide feedback to one another. Adding Consumer Voice Through Ratings & Reviews: The ability for consumers to give their feedback to Uber drivers does not just provide the consumer a voice (another previously unmet need), it improves the overall experience for consumers. Now, Uber is giving Uber customers a new way of understanding what their customers are feeling about the drivers.
For the first time, Uber is letting its customers see how many five-star ratings their drivers are giving them – and how many embarrassingly high-scoring one-star reviews they are collecting. According to the handbook Uber sent out to drivers in San Francisco in 2014, Uber drivers that fell below a 4.6-out-of-five rating were at risk of being terminated. Drivers may be removed from its services when they drop below 4.5, though what is required to get banned from driving is not clear.
Unlike Uber drivers, passengers cannot get banned from using Uber just because of low ratings, but drivers can refuse rides and make it take significantly longer for them to get picked up. By far, the biggest complaints from Uber drivers are passengers that are making them wait too long, or are not at the exact spot where they said they were going. So, canceling an accepted ride request too often causes headaches for customers, other drivers – and, if Uber gets its way, for you.
Multiple drivers also said they were canceling multiple rides for farther destinations, even as the customers were getting ready to get into the vehicle, because the app does not always display where a passenger is going before accepting. Multiple drivers told News 8 that the recent fee changes have made longer rides not profitable, and they are also losing money. With California open for business, the company needed the changes to ensure that all drivers could receive more trip requests, and that riders could expect a ride if they requested one, said Uber in a statement explaining the changes.
The companys CEO, Dara Khosrowshahi, acknowledged that the company is working on increasing driver supply. Uber pointed to the $250 million Driver Empowerment Drive announced last month, which is intended to bring drivers back onto the roads.
Uber said that outstanding drivers had a cancellation rate of less than five per cent. Drivers argue that set fees mean they only see a fraction of the additional money customers are paying. Other drivers said higher prices are driving customers away from the app-based services, toward transit or taxis.
More than 20 drivers said they had problems with rude or smelly passengers, and tips were often thin, even after an app-based Uber feature was added about two years ago. Ubers single-fare, all-in-app method of payment does not provide a way to leave tips, leaving passengers wondering if they should. In 2016, Uber began changing its giving, instead offering guaranteed payments of for drivers taking certain numbers of rides in specific periods of heavy usage, which varied by city. In the early days of ridesharing, when rates and pay for drivers were far higher than they are today (three or four times higher), passengers were told by both Uber and Lyft that their drivers would have various amenities available, like bottled water and phone chargers.
Unfortunately, training on how to handle passengers who cancel in the middle of the trip is not included in any of the how-to guides on working for Uber or Lyft. Now, we would hate to hand out advice for Uber drivers or Lyft drivers that implies that every passenger canceling in the middle of the ride has a hidden agenda. Obviously, if you are paying attention to these factors, you are likely to run into people who are adept at being a good passenger, and aware of the consequences that come with a Lyft or Uber cancellation. Calling an Uber or Lyft and getting into the backseat of the car will automatically put you on a rating, and having a bad rating could keep you from getting rides as easily in the future.
During one recent Uber ride, the driver told one regular Uber rider that if she gave him a Driver Score of 5, he would give her a Rider Score of 5. Ever since that frequent Uber passenger found out that hers was a terrible 4.3, she is been looking for ways to improve her rating: be more talkative, try to arrive on time at pick-ups. The frequent Uber passenger says she has never vomited in a car, or cancelled a ride last-minute. Minutes later, her Uber app told her that a car was actually coming to pick her up–but no worries: Uber was looking for another nearby driver.
Low-rating cancellations and others resulting from low quality could potentially be remedied by taking the Quality Improvement Course, offered for a cost in most large cities (Uber eventually will make the course entirely available online, so drivers anywhere can participate as needed).