Wednesday, September 21, 2016

Poor Uber In-App Navigation Results in Low Driver Ratings

Uber needs to get with the program. Their in-app navigation feature is useful in guiding drivers to pickup locations. If any navigation issues arise while en-route to retrieve riders, drivers won't have to worry about receiving bad ratings.

However, Uber in-app navigation is influencing driver ratings since this unknown GPS is leading Partners down closed roads and blocked streets. Clients monitor GPS issues and report drivers for navigation. Unfortunately, clients submit low ratings to punish drivers.

How is this the driver's fault? It is Uber's fault for integrating a poor navigation feature in the driver app. One top-rated Uber Partner carried a 4.9 overall driver rating. He got hit with two extremely low ratings transporting two UberPool clients who watched this Uber navigation lead him down a blocked street, on the way to picking up a third rider.

Uber will likely tell this driver they can improve their score. However, it is not easy to recover from a drop of .02 in overall ratings.

This Uber driver has scored high ratings in the past several weeks, ranging from 4.94-4.98. Now, these two riders impacted his overall ratings - dropping this score below his high average. He hasn't reached his current score in several months.

It unethical to put drivers in an unfavorable position to get hit with bad ratings. While in one UberPool trip, two clients can submit low ratings on one issue. Because of Uber's poor navigation technology, Uber seems to condone this treatment of riders blaming drivers for navigation issues involving their questionable GPS technology.

When in-app navigation is instructing drivers to make a turn down a street, there is no way they can predict if this road is blocked. If two clients watch the driver, then they will rate drivers low for this navigation mistake. Nevertheless, this mistake should be directed at Uber and not the driver.

Drivers can apologize to their clients for these faulty in-app directions. There is no ideal way to give these clients back the 20 seconds of time and the pennies they lost for this mishap.

Clients usually watch drivers to make sure they are following directions. When drivers follow the directions, they may end up at a dead end, blocked road and/or traffic roadblocks. These Uber drivers know their areas well enough to take shortcuts during special events. They will let their client(s) know about taking another route to avoid this traffic mess. In fairness, clients should try and understand that navigation issues involving in-app directions involve Uber's internal operations.

Sadly, Uber allows their clients - sometimes low-rated riders - to harm their top-rated drivers. As a result of this abuse, these drivers can eventually be deactivated and/or subjected to a driver training program (paid by driver). It is unfair for Uber to allow riders to report "outside of the norm" issues on drivers who don't receive such feedback.

This Uber driver never received any past reports on navigation because they have advanced experience driving on the Uber platform. Uber's horrible in-app navigation set this driver's score back many months. All that hard work providing the best service possible got ruined from a poor navigation feature. It would be noble of Uber to throw out these low scores, because their navigation is what caused this problem.

Uber is not confident in their directions to encourage charging clients the moment drivers arrive at pickup locations. There are so many pin drop issues on the Uber platform that drivers lose valuable time and clients run late to their destinations. Hopefully, Uber can accept responsibility on their navigation flaws and not subject Uber Partners to low ratings.