“Final 12 months was fairly laborious, I’m not gonna lie,” says Peter Deng, Uber’s head of rider expertise. However as a part of new CEO Dara Khosrowshahi’s push to rebrand Uber round security, Deng says, “we’ve seen the corporate shift to extra listening.”
That target listening to customers’ considerations prompted at the moment’s change. Have a nasty Uber journey whenever you’re busy and also you would possibly neglect to fee the driving force or unintentionally rush by means of giving them 5 stars. Forcing customers to attend till a journey ends to supply suggestions deprives them of a way of management, whereas reducing the variety of correct information factors Uber has to optimize its service.
I had simply this expertise final month, main me to tweet that Uber ought to allow us to fee journeys mid-ride:
Uber apparently felt equally, so it’s making an replace. Beginning at the moment, Uber customers can fee their journey mid-ride, offering a star score with categorized and written suggestions, plus a praise or tip at any time as an alternative of getting to attend for the journey to finish. “Every single day 15 million folks take a journey on Uber. When you can seize incrementally extra and higher suggestions . . . we’re going to make use of that suggestions to make the service higher,” says Deng. Lyft nonetheless gained’t allow you to fee till a journey is over.
Particularly, the information will likely be used to “acknowledge top-quality drivers . . . by means of a brand new program launching in June,” Uber tells me. “We’re going to be celebrating the drivers that present actually superior service,” Deng says, although he declined to say whether or not that celebration will embrace monetary rewards, entry to additional driver perks or only a pat on the again.
However Uber may also now use the suggestions choices that seem whenever you give a less-than-perfect score to tune the expertise on its again finish. In order that manner, for those who say that the pickup was the difficulty, it could be categorised as a “PLE – pickup location error,” and that information will get routed to the staff that improves precisely the place drivers are instructed to scoop you up. To make sure there’s no stress between you and the driving force, Uber gained’t share your suggestions with them anonymously till the journey ends.
I requested if reminding customers to buckle their seat belts can be in that Security Heart and Uber tells me it’s now planning so as to add data about buckling up. It’s been a private quest of mine to dispel the parable that professionally pushed automobiles are invulnerable to accidents. That concept, propagated by heavy-duty Ford Crown Victoria yellow cabs piloted by life-long drivers in cities they know doesn’t maintain up, given Ubers are sometimes light-weight hybrids typically working in locations much less acquainted to the driving force.
The launch follows the disclosing of Uber’s new in-app Security Heart final month that offers customers entry to insurance coverage data, using ideas and an emergency 911 button. After a 12 months of tradition and authorized points, Uber must recruit customers who deleted it or test an alternate first after they want transportation.
Enhanced security and suggestions may earn their respect. As competitors for journey sharing heats up all over the world, all of the apps will likely be looking for methods to distinguish. They’re already battling for sooner pick-ups and higher routing algorithms. However serving to riders really feel like their complaints are heard and addressed may begin to work some dents out of Uber’s public picture.