Uber has announced updates to its rating system. My app doesn’t appear to reflect changes, so I imagine this will come with the next app update my phone downloads.
- They’re going to ask you the reason for ratings below 5 stars for UberPOOL, and reasons that have nothing to do with the driver won’t count against the driver.
- They’re going to display your rating as a rider more prominently to remind you you’re being rated, so hopefully you behave better.
Here’s what they say they’re doing with UberPOOL ratings:
Now, when riders rate a POOL trip less than 5 stars, they can select additional reasons why. And when the reason is something like the route or co-rider behavior, we won’t count the rating toward the driver’s average.
The idea is to be fairer to drivers, not dinging them for things outside their control. Fairness aside, I imagine they want ratings of drivers to reflect how a driver performs for customers. And they don’t want drivers frustrated or giving up thinking that no matter what they do for customers their ratings still suffer picking up UberPOOL rides. That doesn’t work in Uber’s favor.
Uber also doesn’t want riders to “forget that their driver is also rating them, too” and they think showing ratings more prominently will discourage “things like eating in the car, slamming the door, or trying to pile in more people than seatbelts..”
Of course a driver may get kicked off the platform for low scores — with low defined differently by market and changing over time based on Uber’s supply of drivers. A rating under 4.6 could be dangerous for a driver who wants to stay on the platform.
Extreme behavior can get a customer kicked off, but riders aren’t on the same knife’s edge. (Here are the new rules that can get you kicked off of Uber as a rider.)
Still people do care about their ratings. By not making customers go through back flips to see their rating it could subtly affect behavior. And since many drivers rate based on whether they receive a cash tip, it could influence tipping as well (which I hate).