For which Uber drivers give passengers low ratings. About Uber Driver Rating

If you use Uber often enough, you will definitely not like something, which will give the driver a low rating. Maybe your driver has been driving for an unreasonable length of time, maybe the car is dirty and falling apart, or maybe the driver does not turn down the volume of the music when you are trying to make a call. But did you know that you are also assigned a rating?

If you've ever made the driver wait or made a mess in the car, you may be an Uber offender. Unpleasant behavior on your part next time can be a reason for rejection, and it's not trivial. Drivers see the rating when you request a ride, and you may end up not finding a car if your rating is too low.

Checking your Uber rating.

Step 1: Open the Uber app. You will see a menu icon indicated by three horizontal lines in the upper left corner, click on the icon to open options. Select "Help" then "Account & Payment".

Step 2: Select "Account Settings and Rating", it is the second from the top. This will open up some frequently asked questions. If you're curious, this section is worth exploring. But if you only care about your rating, select "I would like to know my rating". After that, a message will appear, which briefly describes how the ratings work and a button with the ability to submit an application.

Step 3: Press the "Submit" button and after a second of waiting you will see your rating, the maximum is five.

If your rating is less than excellent.
Unfortunately, only drivers determine the rating (they also have the option to go back and change it), so the only way to improve their rating is to monitor their behavior. So the next time you're in an Uber taxi, make sure to watch your manners. Improve your ranking and make your parents proud of you.

The drivers themselves and the press service of the service tell us.

To bookmarks

Now not only drivers are assessed there, but also passengers. Passenger rating is the average of all ratings received during the use of the service. After each trip, the driver (as opposed to the passenger, who can refrain from assessing) is obliged to give from 1 to 5 points.

Previously, this information was kept secret, and only drivers and service employees knew about the passenger rating. The system is now transparent: you can see your rating by looking at the menu. But it is impossible to understand exactly what grade a particular driver put.

There is no consensus on which rating should be considered low. On the Uber forum, one of the users described a situation when the driver asked why she had such a low rating - 4.3 points. The girl noted that she ordered Uber cars only 13 times and did not get into any conflict situations, except that she canceled trips twice (once the driver refused to take the child, and the other left in the other direction). Drivers commenting on the topic noted that they encountered marks of even 2 points.

TJ asked Uber drivers what criteria they use to evaluate passengers and whether a driver has the right to refuse a passenger with a low rating, and the service press service told what needs to be done in order not to fall out of favor with their employees.

Alexey Spirin

Uber driver, Krasnodar

Most of the clients are still adequate. Basically, I come across ratings of at least four.

But if the client has a dirty, frankly dirty, unkempt look on the verge of a homeless person - there is nothing you can do about it. A drunk client may be a little under the influence, tipsy, or maybe in an absolutely obscene state - it is better to give up such people right away and not put them in the car, because it is not known where he can call in, who will then be extreme and how he will behave in the cabin ...

You can have 20 - 30 clients per day. You can't be perfect for everyone. It is not a fact that if a person with a good rating gets into the car, then the driver will not have some negative aspect, everything is subjective. So you may not be in the mood, the human factor is present, you cannot get away from it. The main thing is that the passenger is clean, tidy and polite. The other day my girlfriend got into the car with a package of household waste - she asked me to get to the trash can, although she was literally thirty meters behind the house.

I gave her some kind of negative assessment and wrote a comment that the client gets into a car with garbage. This is unacceptable. I could have refused the trip. This is not done.

The client can write in the comments to the order whether he will be with a dog, with a child or with luggage. Because these are additional services. If the driver is not in for a pleasant surprise, he can also lower the rating.

The score is also lowered when he arrived on a call, and the person did not come out at all, the order was ignored. And if you are a little late, then nothing, the waiting time is paid. You stand at the order and have nothing to lose.

Artak Zarbabyan

Uber driver, Moscow

I rarely give bad marks. You can count such cases on one hand. Basically I give fives. I once gave a low mark to a girl who was very nervous: “Stop here, you have to get out here, wait.” When you explain to her that the tariff is fixed (and you had to wait ten minutes in one place, ten minutes in another), she says: "No, you are cheating."

Due to incorrect geolocation, I rarely give bad grades. First, I always call the passenger before arriving. Secondly, it may not be their fault, but the problem of the program itself - when the destination is incorrectly determined.

Now drivers give low marks for short trips outside the city. They are terribly unprofitable, you waste a lot of time. And often the drivers act out on the client's assessment. It does not depend on the passenger - they are not the ones who set the tariffs. But now there are many low ratings among people who order cars outside the Moscow Ring Road.

Some driver told me that he might not give a grade, but I don't know how to do it. When I, as a driver, end the trip, I press the button that the trip is complete. I have a grade that I have to give in order to finally complete it. Well, it's easy for me to point a finger.

Photo by Uber

I do not refuse passengers with a low rating. Sometimes it’s even interesting what a person can do that he has such a low rating. This is a professional interest. In principle, I understand why this could be: the lowest rating in my practice was with a client who was so emotional and nervous. But this did not affect me in any way and the trip.

By the way, foreigners who use Uber in their countries almost always have a lower rating than ours.

Irina Gushchina

Communications Director of Uber in Russia and the CIS

Uber user and driver ratings help build respect among riders. A high user rating indicates that they are comfortable traveling with them and encourages passengers to continue to behave ethically. Since the mass service of booking trips has recently become, some of the nuances of behavior in the car still need clarification and development of uniform standards.

At Uber, we made our first attempt at this by formulating a Passenger Courtesy Code with users and etiquette experts in April this year. It was based on the results of a survey in social networks, in which about 600 respondents took part. We believe that the "Code" will help users to behave correctly in various situations and keep the rating at a high level.

Here are his points.

Always adhere to the basic principles of courtesy: say hello to the driver, thank him after the trip, avoid orderly tone - behave in such a way that the driver can do his job with dignity.

You have every right to count on the comfort and safety of your trip. Therefore, it is quite acceptable to ask the driver to set the desired temperature regime, select a radio station and determine its volume. It is worth remembering that your choice should not interfere with the driver's normal concentration on the road (for example, due to too loud music).

When getting into the car, sit in the back seat diagonally from the driver - this will allow him to speak to you, looking in the rearview mirror and not turning away from the road.

If you need to make a stop or deviate from the original route in order to call somewhere (for example, at an ATM), it is perfectly acceptable to ask the driver about it. However, be aware that the cost of your trip may increase.

If you pay for your trip in cash, make sure you have enough small bills in advance. If it requires change from a large bill, warn the driver about this at the beginning of the trip.
If you are satisfied with the service, be sure to give the driver a good rating, because his rating and further work on the platform depend on it. Tipping is at your discretion.
Refrain from smoking, eating or drinking in the car, all of which can leave unpleasant odors or stains in the passenger compartment. If there is something dirty on you or with you, inform the driver about it before starting the trip.
In slush or snow, tap your feet together before getting into the car.
Try not to distract the driver from the road. If he starts a conversation, answer in monosyllables or, referring to your circumstances, ask you not to be disturbed.
Do not bring up topics of politics, sports, religion, national peculiarities, do not discuss bad news.
If you need to make a phone call, speak softly, do not conduct personal conversations with intimate details - the driver may be uncomfortable being present.
Children in the car are a reason for special vigilance. Make sure that the child does not press any buttons and does not stain the car.
Do not criticize the driver or his car during the trip, this can cause a negative reaction. Please report any bugs to the support team.
If for some reason you do not want to continue the trip, ask the driver to finish it.

The first time I called Uber in September 2016, since then there have been no special changes in the application - the satellite determines your location, you choose where to go, the application tells you the approximate cost, you choose a payment method and order Uber. You can also choose a taxi category: select - an ordinary car; uberX - premium class; uber kids - a car with a seat for a child. Everything is extremely simple.
After each trip, you can rate the driver, indicate what you liked or disliked. If you forgot a thing in the salon or have any other problems, then you can go to the Your trips section (since I changed the language on my iphone, all the names will be in English), then select Trip details, then select according to the situation - for example, I lost an item.
Besides the fact that you can rate Uber drivers, Uber drivers can rate you, and each passenger, like each driver, has a rating. You can check it by going to the Help section, then select Account and Payment Options, then Changing my account settings, then I’d like to know my rating. You will be prompted to enter your phone number, after which the rating will be displayed.

Previously, I used the services of various taxis, mainly services like 2 - *** - ***, with which I could only get in touch with calls. But with the application I am much more comfortable. You can always see the cost of the trip, which depends on many factors and is constantly changing. You can immediately see the driver's rating, you do not need to remember the car number and so on. Also in uber there are often discounts, you can get a free ride by inviting a friend. To do this, he must enter your promotional code before his first trip, while the friend also receives a bonus from these actions.

We are used to the fact that customers rate the performance of services, and we are not quite used to the fact that services rate us. After hearing more than one complaint about the low rating in Uber from clean, sober and sane friends, The Village Belarus decided to ask the drivers themselves why they give bad ratings. Previously, we drew an analogy between the length of the trip and the estimate, but we found out that the relationship is rather arbitrary. The point is different.

Vladimir

Uber driver

You know, there is such nonsense when you run along the stars and accidentally press two or three stars with your fingernail. Although rare, it happens. But no one looks at these ratings, I personally never look at what points the passengers have.

Vyacheslav

Uber driver

For rudeness, for careless behavior. Today they gave me one star for something, but for what - I just can't understand.

A couple of times did not take passengers with a low rating. Once I did not take from 4.17. If the rating approaches four, you understand: in order to lower it like that, you need to be specifically penalized more than once. Usually ratings are at least 4.6. Personally, I give everyone an A, even when drunk. You never know why the man drank, he drove normally, nothing happened. One drunk barely got into the car, I still wanted to jump out to support him, but he began to back away and crashed into the post. But I took him anyway. Only he was afraid that he would not get seasick, he drove carefully. I love Uber for that. If a person has downloaded a mobile application, registered a card, knows which buttons to press, it means that he is no longer a fool, there is something to talk about.

Vladimir

Uber driver

I give everyone fives. There was a case when one person sat down - no hello, nothing, like you hear, let's take it. Well, okay, well, maybe a person has a bad mood, it happens. But he smelled so badly of unwashed body that I had to stick my head out the window. I gave him one. Why should such people go? But I can't tell him about it. Once I waited seven minutes, I called, but in such an orderly tone - wait, I canceled and left. The block drove off, again the same order. I'm back. Two drunk girls come out, sit down, and then swear all the way in such a way that my ears, a man, wither. Well, what to put like that?

Once a passenger said: one second, I'm running out. And then I stood and waited for her for 14 minutes. When she got into the car, I almost hated her.

Once the girl called, asked to come quickly, said that she was late. I was in a hurry, I come - there is no one. I called, I said: come out, you are in a hurry. Included the trip - the airport writes. This is the most disgusting, I do not like to go there, because most often you go back empty. Airport - this almost always means going to zero. And then it begins, let's go to the store, let's give a ride to a friend home - and all this in such a tone as if I were her servant. We arrived at the airport, then the passenger asks to unload the things and watch them while she looks for the trolley. Well, I lost my nerves - I'm not a sentry, and the entrance to the airport is paid, and you can't stand for more than 15 minutes. Of course, I put one. And so 99 percent of passengers are good, polite, intelligent people with whom it is pleasant to talk.

The driver has a minimum acceptable rating of 4.7, if it is lower, they turn us off. I was once given a deuce by two young ladies who bought two full carts of booze and food and demanded that I take it to the second floor for them. Well, I would have asked normally, the crown would not have fallen from me, but in such a tone ... I refused, I am not a loader.

Victor

Uber driver

Sometimes we come across juveniles, drunken ones, who begin to be bullish. But, as a rule, if a person is very drunk, I never take him. And I have the right not to take it, so that later the car does not have to be taken to the dry cleaner.

Paul

Uber driver

Usually I do not underestimate the rating, but, for example, my husband and wife recently traveled. He sat in front, she - in the back. Both are in "good" condition. And then the wife wakes up and says: you are driving the wrong way, you are driving us in circles. We both explain to her that everything is correct, show the route, but she continues to insist and says that she will give me a unit. I gave her a C. If the driver puts one, then you need to write the reason. I put one unit only once: I was carrying the gypsies who began to “fire me” and, in general, they didn’t threaten me with anything! I had a desire to drop them off at the roundabout, but they were lucky that they were traveling with a child. But there are touchy drivers, I waited 10 minutes at the entrance - I freaked out, put the unit on.

Sergei

Uber driver

For a year of work, I underestimated only one passenger. It seems to be a normal person, he brought him to the address, he asked to wait, they say, he will quickly drop in and then we will go, but he could not say the next address. He says: I'll come back, I'll tell you. I agreed, turned around in the yard, 5 minutes passed, I dial - he is busy, 10 minutes pass (and this is my time, my money) - he is busy. Then I refused, left and lowered my rating. During the time that I was waiting for him, I lost three calls, drove five kilometers, and waited more. For me, this is not my main job, it was just interesting to work with the application, to get to know the city even better, to communicate with people. And in general, this is a new culture of transportation. The beginning was interesting, but when the tariffs were lowered at the end of April, things were not going well.

Nikolay

Uber driver

I underestimate if a conflicted passenger or, for example, ate ice cream and smeared the seat. Or poured beer. Then I bet one or two. Once I was driving very drunk comrades, at some point I just stopped the car and asked them to get out, but they were not at all. Then I said that I would take them to the isolation ward, for which they wanted to arrange a scuffle. But I was engaged in Eastern wrestling for many years, these fists for me ... I ordered them to get out, and then I saw - the police were going, in the end they were taken away. One tried to fight them too, they tied him up like roofing material and threw him into the car. The police asked if I would write a statement, I refused, of course. But I put one. And they were taken for 15 days for hooliganism.

Sergei

Uber driver

As a rule, I give five stars to everyone who does not drink.

Konstantin

Uber driver

I do not take passengers with a rating below 4.5. For example, if I have a low rating, the company blocks my trips, that is, I need to go to the office, explain myself, undergo training, where they tell me how to communicate with passengers. Most often, low marks are given to scandalous clients or those who are inadequate drunk all the time. I saw a rating of 3.6 once. I took this passenger for the sake of interest and once again made sure that it was not necessary to take people with such a low rating. Dry cleaning is expensive and Uber does not always compensate for the costs. It's not much fun doing dry cleaning for your own 50 rubles. Or, for example, the Uber rules state that there are no child seats in cars, but people still sometimes sit down with a child, and then the fine is just on you. I work for Uber Select, and there are passengers who, when they call Select, get into the car with such a face that they do not need to roll out the carpet. They pay a couple of kopecks more, but they are very businesslike. Select usually has to wait longer, 17 minutes versus the usual five. You go to the passenger for 17 minutes to take him to a neighboring house for buns.

Gennady

Uber driver

The girl sits in front, no hello, no please, in an orderly tone - I need to recharge my iPhone, where are you here. We arrive at the address that she entered, and the full stop was set incorrectly. To drive up to the house she needs, it is necessary to drive around decently, and she begins to be indignant, to command: let's hurry. I was shocked by such show-off. How can you behave like a pig, especially at such a young age. If she goes in an ordinary taxi, she won't joke with those guys, believe me. I ask her to leave, I say that I brought it to the address, and I will not go further to look for her point. She starts screaming: are you fucking crazy? And chpok me a unit, and I chpok a unit to her! Well, I also underestimate for a short trip, when you go to order four kilometers, and carry two passengers.

Alexander

Uber driver

Once a passenger ordered me such a route, led me along such peak points and traffic lights in order to save three kilometers that we drove 10 kilometers for 50 minutes. That's when I put a three.

Alexander

Uber driver

Once a client entered the wrong address and yelled at me that she did not see. Where are you? I'm standing at the entrance. I tell her that I am standing at the entrance, not she. Then I found her all the same, but she continued to be angry with me - well, I gave her a four. Sometimes I give five even to those who swear. And I never put it below the four. But there are such drivers who will drive 200 meters and say: I finish the trip, get out. Well, why we, drivers, sometimes get such bad marks, I don't quite understand.

Soon, Ukrainians will be able to appreciate all the pros and cons of the online taxi service Uber. It is important to know that one of the main advantages of this service is the ability to evaluate the driver who accepted and completed the order, while influencing his rating among all Uber drivers.

Each time after the trip, passengers rate taxi drivers by assigning them from one to five stars. Most likely, passengers do not attach much importance to this rating, but for Uber drivers it is very important.

In 2014, the company released a guide that explains how the driver rating system works and how drivers can improve their performance.

The document says that 4.6 points is a borderline. When the rating drops to 4.6 or below, Uber is considering disconnecting the driver from the system.

The diagram below illustrates the difference between driver ratings:

The 2014 manual notes that only 2–3% of drivers are in a hazardous area below 4.6 and are at risk of decontamination in the system. It also says that "the suspension of drivers who provide consistently poor service proves that Uber monitors the quality of the services provided by the company."

Drivers (or "partners", as the company itself calls them) receive an e-mail every week, informing about fares, prices, company news and other important information.

This diagram is also included in the letter to remind drivers of how important it is to have a high rating.

Driver ratings aren't the only statistics Uber collects. The company also monitors the so-called “order acceptance rate”. When a passenger orders a ride through Uber, the driver in the immediate vicinity is alerted. He has 15 seconds to touch the screen of his phone and accept the request, otherwise the application will go to other taxi drivers. The ratio of accepted and rejected applications is the “order acceptance rate”.

The “order acceptance rate” is always included in the statistics that are sent to drivers by e-mail on a weekly basis.

This graph, created by Uber, shows the most frequent complaints from Uber customers.

Uber says the driver needs to "work really hard" to get the passenger to rate the ride with him one star. In fact, as of 2014, only 1% of drivers received a one-star rating, and only 5% of trips ended with a three-star rating or lower. The main reasons for such low ratings can be fights or harassment, which are the problems that Uber is constantly struggling with.

There is a common myth among Uber drivers that their ratings are actually getting worse for working at the most requested times. They think that working late at night on weekends earns them more bad grades. But Uber denies this. The company has drawn the graph below as proof that working on weekend night actually helps to get a higher rating.

The most useful part of the Uber guide is, of course, the tips for keeping your driver high. Here's what the company recommends:

Offer passengers bottled water, chewing gum, mints, and phone chargers as needed;
keep your car clean and in good condition;
dress appropriately;
open the car door for passengers;
offer help with luggage;
choose the best route;
Be polite;
follow the traffic rules;
do not ask for a five-star rating.