Do you rate your Uber drivers? Personally, I don’t. Maybe it’s because I am always in a rush to pay or keen on the amount of cash I would have saved if I had used a matatu. Anyway, before Uber’s prices were dropped; most people had ‘pledged their allegiance’ to littlecab and other cheaper solutions which allows them to smile after a trip has ended. Although, riders always forget the five star rating.
Uber implemented the five star rating system to ensure mutual respect between driver-partners and riders on the platform, because Uber is deeply committed to the safety of both riders and driver-partners on the platform. The system assists riders when they have a concern with a trip but is also in place to assist driver-partners should they encounter issues of their own, or even in the worst case, a difficult rider.
The five star rating system is therefore twofold, riders rate their driver-partners and they in turn rate their riders after a trip has come to an end. Riders can check their rating on the app by going to the Menu > Help > Account and Payment > Account Setting and Rating > I’d like to know my rating. The feedback system allows both parties to provide feedback in order to keep standards up and address any issues along the way.
However, these five stars mean more to a driver-partner than just a thumbs up or some constructive criticism – these stars accumulate to reflect the overall service levels of a driver-partner. So when you give a driver-partner one star, that impacts not just that one trip, but the overall rating the driver-partner has.
Should a driver-partner’s rating drop below average they are asked to go to Uber’s office so the team can provide the driver with some tailored feedback to improve their service for their customers. If ratings do not improve the driver-partner may have his access to the platform deactivated indefinitely. Furthermore, should Uber receive worrying feedback from a rider, the driver-partner has his account deactivated until the issue has been resolved.
The star rating also affects the driver-partner’s future opportunities on the Uber platform. Last year, Uber and WesBank launched a vehicle solutions programme that offers existing driver-partners access to a specially designed full maintenance lease programme from WesBank, enabling them to gain access to a vehicle at preferential rates, with a view to establishing their own passenger transport business in partnership and with the help of Uber’s technology. The programme is not based on credit ratings, but rather eligibility is determined by WesBank based on their established earnings and quality record with Uber. Rider feedback and star ratings are considered for the quality record.
