Uber Will Now Let Riders Know the Reason for Their Low Ratings


Shekhar Thakran, 27 September 2017 Uber Introduces a Host of Changes to Help Drivers Improve Rider Behaviour

Highlights

  • Uber app already showed user ratings to the riders
  • Dynamic drop-offs would mean that riders might have to walk for a bit
  • Drivers will be directed to take routes with less turns

While Uber already allows users to see their ratings, bestowed upon them by drivers, the company is now introducing a new feature as part of its 180 Days of Change initiative in the US and Canada, mostly meant for the UberPOOL offering, which can further improve the feedback. The ride-hailing service will now allow drivers to choose the specific reason for giving a particular rider a poor rating when they give a 4-star or lower rating.

The latest update to the Uber app will ask the drivers "what went wrong" when they select a four-star rating or less and they can then proceed to choose from a list of reasons that include "attitude," "number of riders," "wait time," "patience," "wanted new route," or "other," as pointed out in a report by The Verge, citing details emailed to drivers. It doesn't stop here as if a particular rider gets the same option twice within a span of 30 days, they will get a notification that will inform them about the behaviour that has resulted in their rating downgrade.

Further, drivers will now be receiving an additional flat fare with each pickup during their UberPOOL trip, as per the company. The changes don't stop here as the company says that it will be rolling out a new feature that will provide directions to the drivers in a more effective manner. To be precise, earlier the drivers were directed by the app to take routes that were believed to be faster but now they will be directed to take routes that have 20 percent fewer turns, as per the report.

Finally, with dynamic drop-offs, UberPOOL riders will be dropped off at a nearby corner instead of the precise location as well. These changes seem to be mostly pro-drivers but might end up creating further inconvenience to the riders. While these changes are part of the 180 Days of Change initiative in the US and Canada, Uber says users can look out for updates in other areas as well.

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