Tuesday, August 05, 2014

What an Uber Quality Review Action Notice looks like

Ride app companies depend on a star rating system to measure the performance of their drivers. Lyft and Uber employ a star rating system, whereas SideCar relies on a three category ratings such as awesome rides, good rides and bad rides.

Many drivers are getting deactivated from Lyft, an on-demand ridesharing platform. Needless to say, Lyft's Performance Review Department does a terrible job monitoring the performance of their drivers. Their driver's coaching is absolutely the worst program among all ridesharing companies.

Lyft never follows-up with drivers who receive low ratings from dishonest passengers. These type of passengers are responsible for deactivating drivers. The Performance Review Department determine a driver's fate based on unreliable star ratings and negative feedback. Passengers give "1" star ratings to drivers for talking to them. Drivers receive poor feedback for construction and road closures that delay their expected arrival time.

Lyft established 4.80 for past 100 trips as the minimum requirement to maintain a driver's account. The moment a driver's rating dips below 4.80 and they have two previous Community Review Flags, their driving accounts are immediately deactivated that same exact morning.

Later in the evening, former Lyft drivers will receive an email thanking them for being a part of their driving community. In this email, Lyft informs the former driver their ridesharing days are over. Fortunately, Lyft invites these drivers to become passengers on their overrated platform.

On the contrary, Uber drivers are subject to quality reviews after their ratings fall below the minimum requirements of 4.70. Whereas we never heard of any Uber drivers getting deactivated, we located a page where a driver shared their experience regarding low ratings.

We suspect the 4.62 overall rating triggered a review. At least in this case, the Uber driver is given an opportunity to improve their rating and remain with Uber. Uber adopts a fair policy to give drivers a chance to improve. Unlike Lyft, Uber policies are lenient with weighing low ratings involving night driving and drunken clients less than routine trips during the commute hours and during the daytime.

Lyft doesn't warn a driver of a deactivation. They're infamous practice of Community Review Flags (computer generated) put many drivers under the bus. It doesn't matter how hard these drivers work to deliver rides, passengers are empowered to use this flawed star rating system to control the fate of Lyft drivers.

One minute a Lyft driver can be riding high with a 4.92, and the next moment a few bad ratings can reduce their score low and subject them to immediate deactivation. A few "1" stars are enough to doom a driver's rating. Give "1-3" stars when the driver deserves them. Don't give a "1" star to avoid a driver don't like or who talks too much.

Don't be reckless to submit a "1" and a negative feedback to a driver who didn't provide poor service. Know the difference. Realize that you as a client/passenger/rider can cause a driver to get deactivated and this can ruin their life.

Visit the following website to read the Uber quality review email here.