Rider Advice: How Ratings Work

I will be honest. I am proud of my 4.91 rating as a driver for Uber. I am also proud of my 4.98 rating for Lyft.  That I am rated so highly means that I have done something right and have satisfied a vast majority of my customers. The 15 non 5 star rides I have given on Uber and the 1 on Lyft does make me wonder what I did to deserve a rating less than a 5. If I didn’t get a 5, I messed up some way.

I do feel that sometimes riders may not understand the impact that their ratings have on our ability to drive. There is no set formula that is published that will tell you when you can no longer drive for Uber or Lyft. However, it is the consensus that once a driver gets below a 4.6, proactive measures are taken. A driver may be forced to pay for a class to be a better driver. A driver may just be banned from using the application altogether. So when  you give a driver a rating below a 5, it says that something was lacking with the service your received.

Put another way, let’s say all my riders believed that a 4 was above average. If everyone rated me a 4, I would quickly be prevented from driving for either of the ride share companies.

Personally I am to give 7 star service. I try and go above and beyond for every customer. Both applications only allow for a rating between 1 and 5 inclusively. So I obviously cannot receive a 7. If I aim higher than a 5 and miss my mark, I can still get a 5.

So how should you rate your driver? I have some guidelines that might help you out based on the quality of service you received.

5 stars: Your riding experience was good and you had no problems. Your driver picked you up in a timely fashion and dropped you off using the quickest route possible (either via some routing software or via a detour because of personal knowledge that is better than the software). The driver was polite, friendly, and offered you extras like water, a cell phone charge, or some helpful tips if you are a tourist.

4 stars: The ride was ok, but was missing a few of the things that would have made it a 5 star ride. It isn’t terrible but the driver has areas to approve. (If the driver was obviously new, consider still giving a 5 star rating while giving helpful tips, or refer the driver to this blog to get tips on how to be a top notch driver).

2-3 stars: The driver missed most, if not all, of the marks on getting a 5 star review. Perhaps the car was messy and it was obviously not just a previous passenger who left items in the car. The driver may have lacked courtesy in one way or another. Contacting customer service about the driver might be called for depending on the circumstances.

1 star: The driver was unsafe and unprofessional. You should report the driver to customer service and complain about the ride you received.

This is not an all inclusive list of things to keep in mind. It is possible that I might come back and add some additional reasons to give a rating lower than a 5. Just remember that any rating lower than a 5 is going to tell any good driver that something was wrong with the ride, at least in some way. If the driver did nothing wrong, a 5 star rating is likely in order.

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