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Monday, June 09, 2014

Rating System favors passengers

The rating system favors the passengers, whereas the driver is put at a disadvantage. How many passengers are actually rated accurately? Not many. As a driver, you feel that rating them less can impact their score and lower their perfect 5.0 rating. Passengers get 24 hours to submit their ratings. Drivers must rate their passengers at the end of the trip in order to move on.

The rating system is severely flawed. Why allow passengers to rate later? What if they change their mind? Decide to rate you differently? Drivers are put in an unfair position tn rate passengers. There are many passengers who deserve low ratings. They passengers know the moment the driver rates them less, they will retaliate against them with a low rating.

On one occasion, a SideCar driver rated a SideCar passenger a 3 star, for being a terrible rider, and then she submitted a "1" star against them. We've heard drivers transporting many bad passengers on the UberX platform. These drivers submitted 5 stars to  protect their star ratings. 

The rating system is inaccurate. It influences the driver to give much higher passenger ratings. We don't want to be the driver who lowers a 5.0 passenger rating. It seems that drivers are put in an inferior position to please their passengers or risk a low rating. Passengers have 24 hours to submit their rating. 

On Saturday night, a driver didn't receive any ratings. He noticed that no ratings arrived until Sunday morning. However, Monday morning their overall score for the week dropped due to Saturday ratings trickling in. This driver drove the worst group of passengers on Saturday night.

One passenger vomited out the window, making a mess of the car's exterior and interior. A vomit bag was offered to this passenger, but the friend kept declining and mentioned he friend will dispel his acidic contents out of the window. He didn't respect the driver enough, especially thinking that vomiting out the window will prevent a mess. This cost the driver 2-3 hours during high peak time, cleaning supplies cost, and deep cleaning the next day. 

Why is it that drivers are pressured to accept passenger abuse? Passengers can say whatever they want and can get away with their poor behavior. It's a sense of entitlement; passengers control the ridesharing platform. Whatever the passengers say goes. However, drivers are expected to remain professional and endure passenger abuse. If you talk, you get penalized. Don't talk and get penalized. You can get low scores driving in areas with passengers are unfamiliar with the importance of this star rating system. 

There is no balance in the ridesharing game. Passengers tell drivers they will rate them a 5. A day later, this passenger submits a 3 or a 4. To be fair, drivers submit mostly 5 stars. Nonetheless, passengers are unfair and are usually the offender in making the trip a poor experience. 

Passengers adversely impact the ridesharing experience. They make their drivers wait as long as 30 minutes or longer. They tell their drivers to shut up. They're rowdy drunken people. They blast the music so loud it distorts the car speakers. They vomit in your vehicles. They move away from the requested pickup zone. They wait by bus stops, where a pickup there increases their driver's risk in getting a bus zone ticket. Pricing wars against transportation apps hurt drivers because more rides must be given to make up the fare difference. There are too many disadvantages to reflect upon. 

In retrospect, the ridesharing rating system favors the passengers. Drivers are expected to submit a quick star rating to move on. Passengers have until the next day to submit their rating. After giving a last ride last night, a driver was hovering around a 4.84 for the week. Nevertheless, the 5 rides given scored them 5 stars. On Saturday night, the driver didn't receive any ratings. 

All of a sudden, two days later the driver's weekly average dropped two tenths and this lowered their overall rating a hundredth of a point and the weekly average from 4.84 to 4.64. This means the bad passengers who made Saturday night a terrible experience are now deciding to impact the driver's score. This dropped the driver's rating another hundredth of a point, bringing their overall score down. Driving in Napa a few weeks ago lowered a driver's overall score two hundredths. Moreover, driving in Berkeley also cost them another hundredth. 

In the past three weeks, a driver went from a 4.9 to a 4.8 driver. Their scores matter because sinking below 4.8 can put them at risk of deactivation. Even though 4.7 and below are subject to deactivation, a 4.8 is average and can easily decrease with misinformed clients making the ride experience poor. The Uber app has severely poor GPS on the weekends. Either passengers are moving around or the pickup GPS is way off. Drivers find that passengers are usually a few miles away from their requested pickup location. 

Drivers are told not to call passengers right away. They must first send a text message. If waits longer with no response, then they can call the rider. This process can waste valuable time. What if the GPS is inaccurate? A drive travels to this pickup location and waits. Meanwhile, the passenger is waiting at another location a few miles away. Why should the driver get penalized for a software issue? 

We all know that low ratings put the drivers at risk of deactivation. This can happen fast. One minute you're the best driver, and then the next you are booted out of the system. 

The rating system should be thrown out. Drivers are unable to fairly rate their riders. They fear that riders with 5.0 star ratings will know they gave them less than a 5 star. They may retaliate by taking a rating revenge, giving a much lower score to hurt this driver. Passengers know that giving a 1 star can cause deactivation. All "1" star ratings should be investigated, where the driver and the rider can provide feedback of this ride experience. Whereas a driver has never provided a negative service, the tough-to-please rider could think otherwise and dish out a low "1" star rating to complain about the bad GPS. 

The worst part of ridesharing is the star rating system. It's frustrating for drivers to log-in and find that their riders on a particular day gave them poor ratings that can jeopardize their driver's account. If you plan to become a ridesharing driver, just know that your passengers have extremely high expectations and can impact your future. Good luck!

Happy Ridesharing!