How Driver and Passenger Ratings Work


Ratings. All right, in this video, we’re going to talk about ratings, the two-way rating system. This is something that is very controversial, something that people gripe about, but something that is absolutely necessary.

I have not considered other alternatives but just ways to make it better. And at the time of this recording, they’re improving it.

And so, ratings, what is it? So, basically, any time you take a ride as a passenger, and hopefully you’ve done that because that’s one of the things you want to do if you want to improve as a driver, take rides and see what you like or don’t like, and so forth.

But when you take a ride, at the end of it, you can rate your driver, one to five stars, rate them. Did you like them? Were they excellent? Were they poor?

In the past, you could give reasons why you rated them one way. You can give them a compliment, you can write a note, or you can write, you know, a negative note.

Now, something Uber has changed recently is that you can actually…anytime you have to give a lower rating, you have to give a reason why. You have to give some sort of reason why, and there’s a handful of buttons you can press that are pre-set, whether it’s cleanliness, or maybe there were navigation issues.

Which is really, really helpful because in the past, sometimes you would get randomly low ratings and you have no idea why.

And for me, personally, I had a perfect five-star rating for the longest time, and randomly I got a one star out of nowhere. And I’m almost positive it was a drunk person accidentally clicking it, because the day that I got that, that whole night was flawless.

It was really, really good. And I memorize all my rides. I forget them, obviously, after a few weeks. But at least within 24 hours, I could replay the whole routes of all the people and all the things that happened, and I know that was a mistake.

And so, that really demoralizes and de-incentivizes drivers from doing a great job when you’re going to get something random like that. So this is a huge innovation that’s been something that people have suggested for a while. So that’s really great. So, that’s one.

So these ratings are really, really important, and let me show you how it works. They just changed this, so this isn’t updated, but your rating is an average of the 100 most recent trips.

Okay, they just changed it, which is really, really great. And this is really helpful because, over time, after your sample size gets bigger, you can get a good idea what kind of driver is this person.

And over time, if you get lower between 4.3 to 4.6, you’re gonna have to either improve or you’re at risk of deactivation, which is good and right. If you are hovering around 4.3, 4.6, get off the platform.

Related: The Actual Reason Your Uber Account was Deactivated

And I mean that with all the love in my heart. I don’t want you doing this. This is not for you, or you need to take this course and get better. Because 4.6 is horrible, which is the average in the Twin Cities for Uber.

I suspect it’s going to go up for everybody with this new implementation where people have to give reasons when they do low ratings, but even then, I would say that if you’re not around 4.9, something’s wrong. Okay? A 4.8, minimum, is what I would encourage.

Because there are a lot of bad drivers, and it does not take much to impress because the bar is so low. So if you’re not getting around 4.8 or higher, especially for Lyft and Uber, man, something’s off, and please take the Six Star Service course.

So this is how it works. This is a good system to help vet out bad drivers. What’s bad about it is a lot of drivers were never given training. That’s why I made this course.

And because they weren’t given training, they have to be…it’s either sink or swim. And so, the good drivers who are creative enough, who are smart enough, or tenacious enough or who persevere, they’ll stick around and they’ll eventually increase their ratings even after they make mistakes, and those who don’t will be deactivated.

I think what would be better is more training in the beginning so that you won’t have this whole vetting process that’s so intense, where a lot of bad drivers will be bad for a while before they get taken off the platform. Because notice this.

You get 25 trips where there’s kind of like a grace period, okay, and even the first couple of months aren’t even counted. So that’s how it works on this side.

The other part of it is that we rate passengers when they get off. And this is something tricky because some passengers don’t even know they get rated, and others do. It’s important to know this is important too because if someone is a jerk and constantly abuses the system, we want them off.

We want them off the platform too. We want to warn them and we want to kick them off.

And so, if you have a bad passenger, please rate them lower, so that other drivers can know to avoid them. I do not take drivers, for the most part…unless it’s a rare circumstance, I do not take passengers if they have a low rating.

What’s a low rating? That’s tough, and that’s arbitrary, and I flop back and forth. But overall, when I see someone under 4.7, I’m going to start being a little…I’m going to have some flags.

And unless it’s a nice pick up where it’s nearby or some other factor, I’m usually going to skip on them, unless it’s not very busy and I need to take what I can get. So that’s what I do. But it’s important to start vetting these people out because we want to maximize our earnings, and we want to know where people are.

But one thing to consider is that you can always change your rating for the person later. So let’s say you give the person a five-star rating, and then, later on, you find out that they trashed the back of your car. You can contact Uber, and they’ll actually change their rating. So that’s a really good thing to know.

Ratings are anonymous but you can figure things out by kind of thinking when they rate and when you’d see it. So I check often, and so I can kinda get a feel for what people…who rated me what.

It’s a good system. It’s getting better, but it’s good. And if you start seeing that your rating starts falling low, I would really encourage you to do some soul searching or some…check yourself.

I see a lot of people on Facebook arguing and complaining, saying, “Oh it’s them,” and other people saying, “Oh, don’t worry about them. They’re just being picky or they…” No. No.

Why do I have almost a perfect five-star rating? I have a 4.99 rating in Lyft. Why? Just because I happen to have all the nice people? No, no, no. Your service can make all the difference.

Even if you have a crappy passenger who has [a] horrible attitude, you can redeem it, and they can give you a high rating and a big tip if you can serve them well and show that you’re not like any other driver.

So that’s what I preach, that’s what I try to practice, not perfectly of course, but that’s what I do. So that’s how ratings work. Ratings are a necessary evil, and they’re constantly getting better.

So, welcome to the world of ratings. Don’t be overly hurt when you get a low rating. It happens. Sometimes you can’t help it. But over time, with a larger sample size, like 100 rides, it will properly reflect you.

Maybe a few rides are going to bad here and there, but over 100, if you don’t have a high rating, something’s wrong with you. I’m just going to say that very bluntly, with love, and grace, but something is wrong with your driving. And if over 100 you have a really high rating, you’re a stellar, elite driver.

So that’s the video on ratings, and keep up with all the updates because they’re going to constantly be changing. But this is a good thing that hopefully is going to continue to improve.


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