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Sunday, December 28, 2014

Don't always judge Client star ratings too seriously

Many ridesharing drivers depend on client ratings as a reputable measure to predict trips. If a 5.0 client requests a ride, a driver may assume this client is an ideal rider. However, a 4.3 client may be viewed as a troublemaker. What we have here is a confusing star rating system that lacks merit.

A ridesharing driver took a quick break to use the restroom. While in the store, the driver purchased a sports drink and a few snacks. He returned to his vehicle, hydrating himself and eating snacks to replenish his thirst and hunger brought on by completing several rides.

A ride request arrived. This driver accepted the ride from a client location 5 minutes down the road. According to the ride sharing app, this client had a 4.3 star rating. In the middle of the night, many drivers may avoid picking up passengers with low star ratings. A 4.3 driver would never exist on a ride platform. Ride sharing companies deactivate drivers with low ratings.

It is apparent this client is disliked by past drivers who transported him to multiple destinations. Another assumption is that past drivers are unfairly rating this client.

This client shared with his driver that he always gives out 5 star ratings because he knows that submitting low stars can deactivate drivers. His noble act is going unnoticed.

Why are his past drivers so careless in rating him so low? Many ridesharing drivers are reckless raters. They adopt identical rating standards as their clients. We have two parties opposing one another. In the end, the client struggles to get rides and drivers get terminated.

Unbiased drivers win in the ridesharing game. This driver picked up this male client and his female companion. They were extremely polite, ideal riders we don't hear about too often. Fortunately, this driver had a really great conservation with these riders for almost an hour. This is all coming from a 4.3 client who drivers may assume is a high risk rider.

Imagine transporting ideal riders for one hour, in the early morning hours, with no traffic. This trip paid the driver well. Even further, this client and his co-rider were cool people.

Ridesharing drivers should never judge a client based on a star rating. The worst clients are those with 4.9-5.0 ratings, whereas awesome clients have low star ratings below 4.3, 4.0 and even a 3.6. If you depend on the rating system to predict rides, you will lose out on great trips.

What if this driver cancelled the ride after noticing a 4.3 client rating? It is possible this driver may think the client is not worth their time. Would you watch a movie with a 5.0 out of 10.0 score? Dine at a restaurant with a 2.9 out of 5.0 rating? Book a 3.1 hotel? Is a 4.6 driver a high risk?

Clients have expressed their fear in taking a ride with 4.6 or a 4.5 driver. They believe past riders are accurate in rating these drivers. They assume these drivers may be rude, unsafe, and can display creepy behavior. It is possible that low rated drivers may argue with client on directions.

Our message to drivers is to give all clients a chance. You never know how far a low rated client may take you. A good ride and a great conversation travel a long way. Clients appreciate good, genuine drivers. Star ratings are nothing but numbers. These ratings are usually inaccurate indicators to predict the outcome of trips.

If you cancel a low rated client in the late night and early morning, you may miss out on a great trip. What if you could have driven this client 40+ miles and earned an awesome fare?

You'll lose out on good rides if client ratings fuel your decision making. Be fair after accepting ride requests. Don't always cancel low rated clients.

Happy Ridesharing!