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Uber Passengers Begin to Feel the Sting of Low Ratings

Last updated: May 29, 2021
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In a piece that will make rideshare drivers howl with laughter and satisfaction, the Sacramento Bee has an editorial about an Uber passenger who got very upset when they discovered that their passenger rating wasn’t a perfect 5.0!

“I just found out I am four-stars on Uber,” the rider posted on Facebook. “I just assumed I was five-stars. I never cancel. I always remove my tea cup. I never talk loudly on the phone. I always say please and thank you. My driver said I may be too cheerful when I get in the car. Sometimes they just like to drive quietly.”

The writer went on to lament the fact that passengers now have to worry about whether they’re too cheerful or not.

Ah, the tough life of a passenger!  Imagine having to worry about whether or not this or that will offend or bother your driver!

It sounds a lot like the many drivers I’ve heard say things like, ‘I don’t understand why they gave me 4 stars.  My car is clean, I’m clean, I was nice, I got them safely to their location – by the best route.’  Now, it looks like riders are starting to notice that they can get low ratings for no apparent reason – too.  And they’re none too happy about it!

This is, of course, exactly what drivers have stressed out about since this whole rideshare thing started.  Does my passenger want to talk or do they want to ride in silence?  Should I play music or no music?  And if they want music, what kind do they want?  Hip hop?  Easy Listening?  Pop? Country?

There are so many ways a driver can get onto a passenger’s bad side.  And they never know what’s going to do it.  What one passenger loves another will hate.  What one passenger rates you 5 stars for will get 3 stars from another passenger.  It puts drivers under tremendous pressure and it can be insanely infuriating at times.

For many drivers, ratings have felt like a one-way street.  But that’s starting to change.  Now passengers are starting to feel the heat too.

Ratings have always been crucially important to drivers – because for many – their livelihoods are on the line.  Their ability to make a living and feed their families is at stake.  While at the same time ratings have been something that passengers didn’t seem to care about at all.  A driver can lose his ability to make a living if his rating goes below 4.6.  But a passenger seemingly loses nothing.

I’ve actually picked up riders with 3.x ratings.  And yes, they were all terrible.  And they should have been kicked off the system a long time before their ratings went into the 3s.  But they suffered no consequences at all.  They were still allowed to request pickups and annoy, and in a few cases, scare drivers to death!

Because of the lack of consequences of low ratings for passengers, passengers simply didn’t think about their ratings.

And maybe most appallingly, up until the middle of last year Uber made riders think their ratings were of no consequence at all.  In fact, they didn’t even allow passengers to see their ratings – they were so unimportant.  You can see why passengers didn’t get too bothered about their ratings.  If there are no consequences for low ratings and you can’t even see them you’re not going to think about them.  Out of sight, out of mind… as they say.

But near the middle of last year Uber updated the passenger app to display the passenger rating to passengers on their home screen.  Originally passengers had no way to see their rating at all.  If they desperately wanted to know they either had to contact Uber (and you know how impossible that can be) or ask their driver.  It makes you wonder what Uber was thinking.

Why would passengers care about their ratings if they can’t even see them?  Drivers always felt the rating system was one-sided.  And Uber’s secretive impulse to keep passengers completely in the dark about their ratings was a big part of the reason.  Passengers were barely cognizant that they were being rated.  So it’s no wonder they put no importance on it.

But now that Uber has put the rating on the passenger’s home screen, more and more passengers are starting to notice – and care.  And just like drivers always have, they’re now starting to feel some pressure from the ratings.

Which is all good!  I’ve always said that it’s the pressure from the ratings that made Uber drivers better than cab drivers.  It keeps us on our toes and makes us strive to be better – no matter how much we hate it and complain about it.  Now hopefully, it will do the same for passengers.

Some Riders Have Discovered that Cash Tips Improve Their Ratings!

And signs are that it already is.  Some passengers are getting wise to the idea that if they leave a cash tip – it helps improve their ratings.  One rider said in an online forum, “I was shocked to find I was a 4.2.  Tipping pushed me to a 4.7.”  They then lamented that they were, “Paying for ratings.”

Actually, they’re paying to help their drivers make enough money so they can keep driving.  This passenger is still apparently under the illusion, perpetuated by Uber, that drivers are getting rich.

I have a feeling most drivers aren’t feeling too sorry for them yet!  But interestingly, a lot of passengers are beginning to talk online about how they’ve learned that if they leave a cash tip drivers will give them 5 stars.

Drivers:  Learn How to Get More Tips!

Another commenter wrote that he will never give a tip because in the beginning Uber said tipping wasn’t necessary.  What he failed to recognize though is that “in the beginning” Uber’s prices were about three to four times higher than they are today.  We’ve been through three or four massive rate cuts since then.  So today tips are in fact not a luxury, but a necessity, if passengers want to have decent drivers on the road who are continuing to serve them.

The bottom line is, if you get a good driver and you want to keep him on the road, leave him a good tip.  Otherwise, he won’t be able to survive in this job much longer and he’ll soon be gone. 

I think drivers would unanimously agree that it’s about time passengers feel the same pain that, they as passengers, have inflicted on drivers for the last few years.

Every new driver I’ve ever spoken to has expressed shock when their rating dipped below 5.0.  Even if it just went to 4.99, they were honestly surprised that someone thought they weren’t perfect.  Now it’s the passengers’ turn to feel that same sense of unwarranted rejection.  Maybe this will give them a little more empathy and make them more generous raters.

But will it?  It could have just the opposite effect.  After seeing how low their ratings are, they may just decide to punish their next driver, pre-emptively, before he can “punish” them.  Let’s hope they won’t have that reaction.

Retaliatory Ratings – Ratings Go Both Ways!

Uber drivers have long been known to give passengers low ratings if they suspect a passenger is going to give them a low rating.  It’s a way of warning fellow drivers that this passenger may not be good for your ratings – so avoid them.  The question is, will passengers now retaliate against drivers whom they suspect will give them a bad rating?  And now that they’re discovering their average rating is well below 5 stars, will they begin to pre-emptively retaliate against their future drivers?

It is well-known in the driver community that new drivers tend to give all their passengers 5-star ratings.  It’s not until they get a few four-star ratings themselves that they start thinking, ‘Why am I giving all the passengers 5 stars when they’re not all giving me 5 stars?’  After a while drivers become more cynical and more likely to downrate their passengers.

Things Drivers Should Know about the New Rating System

Since Uber implemented the new rating system mid-last year, they now prominently display passenger ratings to the passengers every time they open the app.  If you leave a passenger anything less than 5 stars it is possible that they may immediately see a drop in their rating – before they rate you and before they have a chance to leave a tip.  This could obviously affect how they rate you and whether or not they tip.

Let’s say a passenger has a rating of 4.76 before they take a trip with you.  Then after they get out of your car and walk into their house, they turn on the app and notice their rating is now 4.74.  They’ll know that’s because you gave them less than five stars.

It’s not a good system.  Uber needs to make it so passengers can’t see their new rating until after they have rated the driver or after the time to rate the driver has expired.  That’s how other companies like Airbnb do it.

Drivers:  Learn Why You Don’t Need to Obsess Over Your Ratings

To give passengers a glimpse into what the driver has rated them – before the passenger rates – is unfair to drivers.  It gives drivers an incentive to leave dishonest ratings that are more positive than reality warrants.  And it gives passengers the opportunity to retaliate with their own lower ratings of drivers.

Things Passengers Should Know About Your Ratings

A lot of passengers have the mistaken impression that since Uber introduced tipping that drivers give a low rating because if you don’t tip.  What you should know is – drivers don’t know if you’ve tipped or not when they rate you.

When a driver ends a trip – the only thing they can do is rate the passenger.  They cannot do anything else in their driver app until after they rate the passenger.  They can’t see whether or not you’ve tipped.  They can’t see what you’ve rated them.  And they can’t receive calls for new trips until they leave a rating for you.  They press “End Trip” and the next screen they get tells them to rate the passenger.  They can’t move on until they’ve done that.  Once they’ve rated you, they can then go back online and begin accepting new trips.

Drivers also know that Uber gives passengers several days to leave a rating and a tip so they know that you may well tip but they won’t know about it until long after they’ve left their rating for you.

Before Uber allowed tipping there were some drivers who would give every passenger 4 stars unless they gave a cash tip.  But now that Uber has allowed tipping, they won’t really know if you’re going to tip until maybe several days later.  But by then – it’s too late – they have already rated you.

If you are seriously worried about getting a low rating because the driver suspects you may not tip – the only sure-fire way to avoid that is to give them a cash tip when you get out of the car.  That way they’ll know for sure that you’re going to tip – before they rate you.  And that should lead to higher ratings.

Changing Your Ratings

A small consolation to drivers is that if they’ve had a rider who they rated 5-stars and then noticed that that rider gave them a low rating, they can actually contact Uber now and change their rating.  More and more drivers are using this technique.

Uber says as long as drivers don’t violate any of Uber’s guidelines and as long as their reason for the change isn’t discriminatory that they will change the rating upon a driver’s request.  And apparently, they’re okay with reasons as flimsy as saying you’re changing the rating because you’re feeling “petty”!

One driver in Dallas told Reddit that he gave a rider 5 stars only to find out later that she had given him 3 stars.  So, he contacted Uber and said he wanted to change his rating to 1 star.  They asked why and he said because he was feeling “petty”!  Here’s that exchange:

The bad news is – Uber has also given the ability to change ratings to riders as well.  And riders don’t even have to contact Uber.  They can simply do it through the app.

While Uber’s change to show riders their rating each time they open the app has given drivers a little more leverage, the advantage still seems to be on the rider’s side.

View All Comments (24) Add A Comment

  1. Robert Says:

    I’m a new Lyft driver, the driver app is horse shit, it only tells the driver that someone is waiting for a ride and how far in minutes the driver has no idea where the passenger is going , I pick up my second rider and was sent 30 miles away in a blizzard ,felt sorry for girl almost died on ride home, that’s bullshit fix the app Lyft or find another sucker to swindle!!!!

  2. Robert Says:

    I’m a new Lyft driver, the driver app is horse shit, it only tells the driver that someone is waiting for a ride and how far in minutes the driver has no idea where the passenger is going , I pick up my second rider and was sent 30 miles away in a blizzard ,felt sorry for girl almost died on ride home, that’s bullshit fix the app Lyft or find another sucker to swindle!!!!

  3. The Beaver Says:

    I give only two ratings: One star and five stars.

    If I would drive someone again, they get 5 stars. If I never want to see them again, they get one.

  4. Debug Says:

    Every single rideshare does this so people like you dont just flat out reject the ride. If you dont want to drive in a blizzard, dont log on. Simple as that. Its literally your own fault.

  5. Reallytruly Says:

    We should be able to flat out reject a ride if we choose to. And we are supposed to be notified if it’s a “long ride” not his fault, what , do you work with Lyft? Tell them their driver app is shit, then.

  6. Harry Balsagna Says:

    “I think drivers would unanimously agree that it’s about time passengers feel the same pain that, they as passengers, have inflicted on drivers for the last few years.”

    Yeah, it’s about time we feel your pain, because you have it uniquely bad. See, most people do have jobs dealing with shitty customers that they can’t rate. Shitty customers are not unique to Uber.

    But if you pick up a waitress who had to fake being nice while on her feet for 10 hours, I’m sorry, I do not think that she should feel obligated to “feel the driver’s pain”.

    This may come as a suprise, but everyone has pain of their own. EVERYONE. And suggesting that everyone owed it to you to feel yours, seems a little bit narcissistic.

    We all have to be “on” at our jobs. Fake nice to people we hate. That they are now obligated to do the same even after they’ve left work, is something that should be met with a fair amount of resentment. After all, they’re told all day that “the customer is king” and “the customer is always right” … but when it’s their turn to be the customer … suddenly these things are no longer true. Yeah, I can see where that would catch people the wrong way, and you’d have to question the empathy levels of anyone who couldn’t also see that.

    And unless it’s your time to feel the waitresses pain, your time to feel the customer service agent’s pain, your time to feel the valet’s pain … I submit to you that it is not their time to feel yours either.

    Maybe the rider just got terrible news. Maybe they are worried about something. Perhaps they’re in-pain. I myself took an Uber to the ER once, and I’ll be honest, I wasn’t overly-concerned with what the driver thought of me. As a customer, that’s really not something I should spend a lot of time worrying about. Especially since I just spent 12 straight hours worrying about it at my own job … one that you don’t feel obligated to feel the pain of. My passenger rating meadners in the 4.8’s, so I guess I upset someone, but I can live with that. Maybe at some level it would bother me, but I haven’t hit that level yet. The irony is that a lot of people, upon feeling slighted by these ratings, will actually become resentful toward the drivers and have a passive-aggressive hostility seething underneath. This, in turn, most likely causes them to give all drivers lower ratings as retribution. It’s not all roses.

    But look, I get it. We all grew up being told we were special, some of us did at least, but here’s the thing … it’s not really true. We’re all just another ant on the ant hill, not much different than the other billion ants. Our pain feels worse because it happens to us, but someone somewhere has got it worse, I guarantee you.

    Bottom line, unless you’re paying them to do so, no one is obligated to do anything for you. 99% of people with a job have to endure the same shit that you do, and they don’t have any special obligation to feel your pain in addition to their own.

    That’s my 2 cents and it’s worth every penny.

    1. lxl Says:

      I have 32 trips among which I have 9 five star, but 1 three star. It is possible reason that I rush through the yellow light because the rider has surgery so that I can not make hard braking. So, I am 4.8 star rate. So sad am I. I should be gold level this month. It is not enough time to improve.

  7. E.C. from D.C. Says:

    You’re smart. A lot of driver give 3 star and 4 star for passengers who were perfect except for giving them a cash tip (they can’t see who tipped them in-app).

  8. firesong02 Says:

    I have 3 words for Uber and their customer ratings: I’m switching to Lyft. Oh, sorry I can’t count. Just like Uber is so dumb they think they have no competition!!!

  9. Simon Potgieter Says:

    I signed up to this forum crap just to applaud your amazing reply to this article.

    I recently saw my rating was at 4.6 and it actually genuinely upset me, simply because I generally go out of my way to be the best rider I can be. I’ve never kept a rider waiting, I’ve always given at least a 1 Dollar tip via the app (if I wanted to pay cash, I’d take a cab or public transportation), I have always been courteous to the maximum I can be.

    So it means that some driver out there had an issue with me simply because…what? No cash tip? I didn’t have a full blown conversation with them? I was on my phone (business, no private calls en route ever)?

    Do your damned job, Uber driver, and I’ll do mine. I just wish I could see which trip I was rated poorly on – a feature I feel is missing on the riders side.

  10. Tee2020 Says:

    Your response, sir, was ESQUISITE! And, might I add, PRICELESS. I had to renew my forgotten password, just so i could log on and tell you so. And I hope that Uber somehow gets my response as well as yours.

    When I saw that I had a rating of 4.76, then saw the possible generic reasons, given on a generic page not associated with my actual score, as to the potential numerous arbitrary reasons for my or any rider’s scores – i.e., being human, like breathing and sitting on someone’s back seat like an adult, and perhaps that mere fact grated on the driver – I must admit, I was beyond ticked off. I used to be agnostic between the ride share services, but after that rating and no idea as to what went into it, I use Lyft whenever possible. Unfortunately, where I travel, sometimes I find that only Uber is available to me, or a taxi. And sometimes, I take the taxi.

    How in the world does a customer service organization rate a customer? Unless a customer is belligerent, or scary, as is leering, “rapey”, ax murderer kind of scary. . . yeah, there is never a reason to potentially ruin any person’s ability to use your service because of your reputation harming ratings on THEM for arbitrary reasons unknow to them. Because rider ratings come with no reasons, we then must needs be able to read the mind of any Uber drivers to ensure that we don’t somehow grate their fried nerves? Please! You sound like an abusive parent or SO. “Girl, I’m sorry I hit you, but baby, you drive me crazy sometimes! I don’t know, something just comes over me!”

    Consider this Uber, or any business doing this kind of nonsense, how did your CSR or driver contribute to the customer’s/rider’s experience? How might you have contributed to them behaving like a 2-star rated fare? Not justifying ill behavior, because it does and should get folks kicked out of establishments or off platforms if said behavior is disruptive and warrants that. But, really??? Because you are feeling “petty” or you did not get an immediate cash tip??? And to think, I ALWAYS tip, even if it IS in the app. I am not carrying cash just so I just MIGHT get rated better. I would not be surprised that, as people catch on to this, there are rating retaliations instead of inflations.

    If any company is going to allow their staff to rate customers, if you truly want to help riders “do better” and “respect” your profession (a) at least list valid reasons for the rating, good, bad, or in between – it can be anonymous (this is every bit as helpful to the rider as reasons behind driver/CSR ratings are helpful to you), and (b) it cannot be because you didn’t get the tip you thought you deserved or it was not in hard cash, or because you are simply feeling “petty.” At the very least, think about how less than stellar ratings make you feel. . . then add to that “insult”, the person you served, or the boss that is not giving you a raise or that bonus you expected, doesn’t even bother to give a reason for the rating.

  11. Tee2020 Says:

    The antidote to the petty foolshiness that this article seems to want to justify is that YouTube video right smack dab in the middle of this article – “The Golden Rule to Top Uber & Lyft Ratings [You Don’t Want To Miss This!]” Drivers hone those principles, they will learn and be able to discern a lot about human nature and effectively providing the best rideshare experience ever for their fares. Most importantly, in the service industry, it is not about you, the servicie provider. When you make it truly about those in your charge, whether for 3 minutes or 30 miles. Sure, you won’t be able to please everyone. What is the adage – “there is always one?” But, 99% of the time, the benefits of being a cut above and, sometimes, being the adult in the car, will return on you plenty-fold. You want and expect consistatnly excellent ratings, consistantly give excellent service and forebarence when it comes to people (not the crazies, not the sinister, not the belligerent, just people). You DON’T know their situation and you only have them for a very short time.

    I had a Lyft driver tell me a story about a fare she picked up one night. She did not realize it was a long fair (like Atlanta to just outside Chattanooga “long”) until she punched in his address. She took him anyway, even after he apologized and told her she did not need to (I don’t think he realized the proximity of his pick-up point to his destination). Come to find out the man had just received news that he’d lost his dad. She consoled him and let him cry, unashamed, on her back seat, being that listening ear whenever he could take a break long enough to talk about his dad. She got a rediculously huge tip and was told that she had done more him than she could ever know. I am not saying that one should have to drive 90 miles out of their way. What I am offering up, however, is a true example, Exhibit A, of what this gentleman is speaking of in this video.

  12. omnom Says:

    I took an uber ride yesterday, was polite, never made the driver wait ,thanked him after and even tipped him $5 in the app. Bam, the next day my rating got down from 4.8 to 4.69. Fuck this, from now on I’m just going to rate every driver 1 star and won’t be tipping, what is even the point.

  13. Plutosdad Says:

    I always give 5 stars and i tip. The 5 is cause of the people this article talks about. I I’m there, alive, wasn’t scared of your driving, it’s 5 stars. I mean all I really want is to get somewhere. I know a couple people who are proud they only give 4 stars and 5 if it’s “exceptional” but seriously what are they expecting warm face towels? So I always give 5 to counteract them.

    I was disheartened to see my rating is 4.91 though. IDK how to get it higher except giving tips with cash but I never have cash. Uber doesn’t subtract the tip from their fare does it? I found out some delivery services do that. which you’d think would be illegal.

  14. Jon Smith Says:

    Simon I too had a driver recently give me a lower rating and I know who it was specifically it was a fellow who was upset that the trip was a short one and he grumbled that he wasn’t making money on short rides and was grouchy about it. He also had difficulty picking us up because there was an accident at a nearby intersection that caused him to have to detour which I’m sure he figured was totally my fault. I wish there was a way to contest the ratings or at least see the reasoning behind them.

  15. Mark Says:

    Here’s how I see even more support for your point of view:

    How come waitresses aren’t allowed to ignore a customer on a future visit to their restaurant because that customer was overly messy, loud, obnoxious, or tipped poorly? Why is the cashier in the supermarket not allowed to refuse to ring out a customer that has terrible body odor or hits on them every time they shop in the creepiest way? Why is the salesperson at the local box store not allowed to refuse to assist a customer that admits up front they aren’t going to buy anything and are only looking for information? Why aren’t TAXI DRIVERS allowed to refuse fares of people they personally know are messy, smelly, argumentative, poor tippers, or incessant complainers?

    Why? Because every one of this situations requires that the PROFESSIONAL treat the CUSTOMER appropriately. Uber drivers being allowed to negatively impact the “image” of the rider for no reason other than the amount of a tip or because the rider had to take a phone call is simply ridiculous. Uber drivers are driving to earn money, not be popular. Riders are USING Uber to get from point A to point B, not be popular.

    You want to ding me with a negative comment? You should be required to provide evidence as to the reason – in this country, we are ALL innocent until PROVEN guilty. It’s unfortunate that grew up earning “participation trophies” instead of learning how to lose with dignity, AND learn that you lose a whole lot more than you could ever think of winning. 7 billion people on this planet – put them all in the same race and you can have only one winner. Period. Get over yourselves.

    I hate Uber.

  16. Juan D Perez Says:

    but you dont get rated as a waitress, just tipped, where else can you rate who just served you?

  17. E.C. from D.C. Says:

    The drivers on Lyft seem less miserable (the ones who strictly do Lyft or a hybrid vs strictly Uber).
    I have a 5 star on Lyft but a 4.87 on Uber.

  18. E.C. from D.C. Says:

    Maybe Uber and Lyft both should reveal who tips in-app. I RARELY have cash on me but that doesn’t mean by bank account isn’t full lol. I just don’t like carrying cash on me. Heck even all the vending machines at my work take card for all the swipers like myself. I usually tip in-app but drivers can’t see who tipped them what. It’s a bit silly to punish non-cash tippers. Maybe I need to show them my app-ttip before they pull off lol smh.

  19. E.C. from D.C. Says:

    A lot of drivers are miserable and are taking it out on perfectly fine passengers.
    Actually a lot of drivers who strictly drive Uber seem to be more miserable than the ones who strictly drive Lyft (or do a hybrid of the two). I have held a 5-star passenger rating on Lyft but I have a 4.87 on Uber …. i’m the same person regardless of the service I use (I started using both services at the same time 3 yrs ago).

  20. The Beaver Says:

    Lyft ratings are calculated differently from Uber ratings, which is why they’re easier to maintain.

    * With Lyft, if a passenger doesn’t rate you, you get a default rating of 5 Stars.
    * With Uber, if a passenger doesn’t rate you it doesn’t count at all.
    * Bad Lyft ratings fall off every 100 runs completed.
    * Bad Uber ratings persist for 500 passenger ratings, which can be take more than 1,000 trips.

  21. Phil Y Says:

    I took 2 trips in the last month, both of decent length and I tipped both times… my rating dropped from 4.82 to 4.67
    I don’t slam doors, I am maybe a bit too quiet but that is my personality around strangers.
    The last guy had his music on too loud and I could faintly smell his body odor, still I gave him and the other driver 5 stars(and lets not forget the tip). I did not complain about anything either ride.

    I suppose if my rating drops so low that I can’t get accepted then I wont be riding with Uber anymore, i’ll either go to one of their competitors or just go back to using good old taxis. I will no longer be tipping either, since i’ll assume they are just going to give me a poor rating anyway.

  22. Bill F. Says:

    I took a lady to the airport. Loaded her bags in and out of the trunk. When she laid down in my back seat (25 minute ride) I changed my music to soft. She gave me one star. Hurt my feelings. It takes 80-5 star trips to recover for that I star survey.

  23. Dissatisfied uber rider Says:

    Riders and drivers should not be able to rate each other at all. Only complaints when something horrible happens or compliments when something amazing happens. Also, 3 stars is supposed to be satisfactory, 5 uniquely great and 1 uniquely bad. Everyone seems to think 5 is normal. Most people should be “on 3” therefore. Most trips should not be amazing or uniquely horrible. Simply average/satisfactory.