Do Uber Drivers Know When You Complain
Uber is announcing a few notable changes today, starting with a new feature that allows drivers to offer an additional layer of feedback to unruly riders. Working off the assumption that no one likes IRL confrontation, drivers tin now choose from a preselected list of reasons to explain why they rated a passenger as less than v stars. So the next time you have too long getting in the car, or yous have a loud phone chat in the back seat, you lot'll be hearing about information technology from your Uber commuter.
The update will ask drivers "what went wrong" if they select a 4-star rating or less. They can and then choose from a list of reasons: "wait time," "patience," "number of riders," "attitude," "wanted new route," or "other." If a passenger gets the same "tag" twice within 30 days, a notification will appear when they open up the Uber app to permit them know that their behavior is affecting their rating.
According to Uber, drivers often mutter that poor passenger behavior tin exist a major cause of stress, especially during UberPool trips. Drivers have always been able to rate riders after the trip, only now they will be able to leave specific feedback that Uber can so surface to riders then they tin can improve their rating. Whether riders take the criticism to heart or dismiss information technology as patronizing, though, remains to be seen.
The irony, of grade, is that Uber is announcing this new characteristic at a fourth dimension when its own reputation has suffered from serial of damaging, self-inflicted controversies and scandals. A cascading series of reports of a toxic workplace, hostility toward its female employees, cloak-and-dagger programs to evade the government, and more have served to blunt the startup'south momentum. The company's new CEO, Dara Khosrowshahi, was forced to publicly apologize for Uber's many transgressions later on London officials declined to renew the company'south license to operate in that city.
These changes are role of the company'southward overall "180 days of alter" amends bout that information technology hopes will assist shore up its relations to its drivers and riders. (Previous announcements have included a tipping selection for drivers and more liberty to pass up trips.) Uber sent an e-mail outlining the changes to drivers today, signed by Uber's general managing director for the US and Canada, Rachel Holt, and caput of driver feel, Aaron Schildkrout.
Most of the changes announced today chronicle to UberPool, a service that's seen by many at Uber every bit core to the visitor'southward mission of improved transportation, only has been plagued past poor feedback from riders and drivers. Riders are lured in by cheaper fares, merely to become aggravated by frequent detours to pick up new passengers. Drivers complain that UberPool ofttimes ways more work without necessarily more pay.
To assist sweeten the load for drivers, Uber will now offer an additional flat fare for each added passenger they pick up during an UberPool trip. Uber says it volition exist shouldering a meaningful portion of the added cost of these trips through a reduction of the service fee the company applies to each trip. Still, the upfront fare a passenger receives on an UberPool trip volition be the fare he or she pays, regardless of whether there are additional pickups or non. The pickup fare volition range from $0.50 (in Miami) to $1.00 (in San Francisco), depending on the urban center. Assumedly, this is because the need for UberPool is higher in San Francisco than Miami.
Uber is likewise rolling out a feature that it's been testing in select cities to ameliorate routing for UberPool trips. Previously, the app would directly drivers to take expressways and other routes that were perceived to be faster, despite an increased number of turns. Now drivers will be directed to more direct routes with "20 percent fewer turns," Uber says. Too, riders will be prompted to walk to the closest corner or intersection for more convenient pickups, to further reduce the number of turns drivers have to have.
The same goes for driblet-offs, where UberPool riders are existence let out at a proximate corner rather than the exact address of their destination. Uber calls it "dynamic driblet-offs," but the consequence is pretty patently. If yous desire those cheaper carpool fares, y'all're going to take to be cool with a lot more than walking.
Source: https://www.theverge.com/2017/9/26/16366104/uber-driver-rider-feedback-rating-pool
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