Ratings are a two-way road at Uber, and our 5-star score system helps to create a constructive expertise for everybody. We’ve heard from our drivers, nevertheless, that we’d like to do extra to make our score system fairer.
Using this suggestions, we’ve made two updates to the score system, each of which are rolling out globally beginning as we speak.
Fairer POOL Ratings
With POOL journeys, there are issues outdoors a driver’s management that impression how riders fee the expertise. For occasion, was a rider sad with the match our algorithm made or was their co-rider too chatty?
We consider that drivers’ scores shouldn’t be affected by issues outdoors their management, so we’re adjusting the POOL score system to make it fairer for drivers. Now, when riders price a POOL journey lower than 5 stars, they will choose further the reason why. And when the purpose is one thing like the route or co-rider conduct, we gained’t rely the score towards the driver’s common.
While this will appear to be a small change, it is going to assist us enhance the driver expertise as we proceed to improve the product.
Encouraging Better Rider Behavior
Drivers do their greatest to make Uber pleasurable and protected for his or her riders, and we anticipate that riders do the similar for drivers. But many riders overlook that their driver can also be score them, too, and issues like consuming in the automotive, slamming the door, or making an attempt to pile in additional individuals than seatbelts can influence whether or not it’s a 5-star expertise for drivers.
To give riders extra visibility into how drivers are score them, we’re making rider scores rather more accessible in the app. Now, a rider’s score will be displayed proper beneath their identify in the app’s menu. We hope this replace will remind riders that mutual respect is a vital a part of our Community Guidelines.
These updates are a part of our continued effort to guarantee everybody has a 5-star journey as a result of Uber is best for all when each drivers and riders do their half.