Thursday, December 26, 2013

Lyft Performance Team reply as a Second Ratings Flag from Community Review system

A driver once picked up a 4.5 passenger who was awesome. She was polite, friendly and very cool. In contrast, this driver drove a female passenger that goes by alias name Spanish Omelette. Spanish was one of the most gut-wrenching lyfting experiences. It was so inhibiting that driving this rider again would make ride-sharing a Hell-like experience.

Amber T. responded back to answer an email regarding a second ratings flag for a 4.77 star rating. If any major company scored a 4.77, they would be thrilled. However, Lyft is lying to make the public think their Lyft drivers are 5.0 rated ride sharing app users. Don't be fooled that 5.0 ratings validate safety, friendless, cleanliness and navigation.

Lyft is not transparent with their comments and ratings. What is Lyft hiding that is so important? Any normal company would share feedback and ratings from the exact person who left it. If the customer serves up a rating, the driver should be entitled to review this. Lyft has concealed this data.

Should Lyft drivers review a worthless response from Amber T. about ways to improve their rating? No! The best way to improve ratings at Lyft is to avoid drunk riders altogether. Pick up low rated passengers because these are actually the nicest people. Another girl from Boston was very friendly. Lyft drivers gave this girl a 4.3-4.6 rating. This reply below is really ineffective.

Lyft should be asking if you have driven any emotional drunks and wild passengers who want their drivers to hurry up and run red lights, drink alcohol in the car, refuse to use seat belts and break other motor vehicle laws. San Francisco police should pull over random Lyft cars to investigate this issue. The best improvement to the rating system is to abolish it.

The transportation pool is not dumb to think that Lyft manages 4.90-5.0 drivers. It is impossible for these drivers and passengers to maintain a perfect rating score. Think with a brain instead of with a Pink mustache. How has Amber T. addressed the 4.77 rating. Did she share one rating or who said what in a past feedback. She is blinded by Lyft's policies to hide the truth.

Amber T. replied:

Thanks for reaching out. Lyft wants to help you improve the experience for both you and your passengers. Every driver has three chances to improve and the issues that are popping up should be pretty easy to fix.

After looking through some of your feedback, we noticed a few specific regions of improvement that could be focused on. 

Here are some questions that you should ask yourself: 
-- Do you always offer your passengers to either self-navigate vs. you using GPS? Navigation tends to be super sensitive to passengers since we're transportation based.
-- Have you had any cases in which you maybe missed a turn or an exit? 
-- When you use GPS, do you ever confirm the route and address that you’re going to take with the passenger?

In general, we always recommend this set up:
-- Start the ride out with an awesome fist bump and a big smile!
-- Ask if the passenger would rather navigate or you use GPS
-- If you use GPS, ask the passenger confirm the route. Both Waze and Google Maps give you 2-3 routes to select from. 
-- Letting the passenger choose the route on your navigation system or a route of their own keeps the passenger informed of your decisions.
-- If you know the area really well, this is a great opportunity to offer an alternative option but keep in mind, the passenger should confirm.

Safety is Lyft’s number one priority. From the beginning of Lyft, we’ve focused ourselves on providing incredibly safe ways of traveling for both you and your passengers. The following points are meant to help you, help us, with the Lyft community objective: safety. 

-- Be professional. We always emphasize being friendly, but there is such a thing as being too friendly. Keep conversation light, or follow the passengers lead. It is up to the passenger to continue any conversation past the ride itself. As an example: do not ask your passenger for their number, or to be their Facebook friend.
-- Being focused on the actual driving and fully aware of your surroundings and the road are some of the most important aspects of driving with Lyft.
-- Your vehicle that you’re currently driving should always match the photo on the Lyft app and should always be sporting the pink mustache that we send all drivers. Your photo should also match what you currently look like. Recently shave your head, or dye your hair pink to match? Let us know so we can update your photo. 
-- Following all road rules and laws are imperative. Illegal turns, overly slow or overly fast driving, texting, running red lights, or near misses of pedestrians or other vehicles are just some of the unsafe tactics we’ve heard from passengers. 
-- Making sure your car is in tip-top shape is also important. Working seatbelts, whole windshields, no check engine lights and other imperative safety features make passengers feel as though you’re keeping up with the important aspects of your car. 

If you have any further questions about Lyft policies or community guidelines, please take a moment to read the Lyft Driver Welcome Videos and Frequently Asked Questions. They can be found here:

All the best, 
Lyft Performance Team