Last Updated on: September 30th, 2016
The rating system in the rideshare platform is unquestionably a major issue and pressing; however, Lyft and Uber seem to ignore this concern from its drivers.
One only has to visit numerous forum sites to read drivers’ frustrations written on a daily basis. The feedback system is gravely flawed as it has no pre-defined standards.
As we have pointed out in this post, despite doing everything that any driver could possibly do– there are always passengers who are nitpickers who will rate the drivers based on the most trivial, insignificant and often illogical things. Drivers for Lyft and Uber are steadily put under stress and pressure to get that elusive five-star rating. It’s almost a Machiavellian tactic on Lyft and Uber’s part, playing on supply and demand where a lot of drivers are booted out of the platform in certain areas, leaving a lot of passengers in need of rides hence, the surge pricing takes in effect conveniently in favor of the company. Meanwhile, Lyft and Uber is giving away thousands of dollars to recruit new
willing victims drivers.
In Uber’s Help Section, it simply states:
HOW ARE RATINGS CALCULATED?
After each completed trip, riders are asked to rate their experience on a scale of one to five stars. Providing a high quality of service to riders is the best way to maintain a high average rating.
Providing a high quality of service to riders, what does that even mean in concrete terms? Where is the official guideline? Do they plan on creating a standardized instructions for drivers and passengers?
Lyft’s explanation is a tad better:
Defining a good driver rating
Anything above 4.8 is awesome. If your rating drops below 4.8, you might want to start thinking about what you can do to improve it, since consistently low ratings can put you at risk of deactivation. The flags and feedback on your summaries are a good indicator of where you can improve.
Flags and feedback to help you improve
When they leave you a rating, we also ask passengers to leave feedback and flags. Take any feedback as constructive criticism; a guide to help you decide what to focus on improving.
- There are 4 flags:
Navigation (the most common)
Each week, you’re sent a feedback summary via email with comments left by passengers and any flags you received.
Sample Ratings and Average score:
How to Find the *Mean or your average rating?
It is fairly easy to calculate: add up all the rating score, then divide by how many rides total you have.
In other words it is the sum or total ratings divided by the count or total rides.
*Mean is the average of the numbers. In the rideshare rating system, the mean is your average rating score.
Let’s do a little math shall we?
5 star + 5 star + 5 star + 5 star + 4 star = 24 stars total (sum) / 5 total rides = 4.8 is your mean or average rating. (Great score!)
5 star + 5 star + 5 star + 5 star + 1 star = 21/5 = 4.2 (you are fired.)
5 star + 4 star + 5 star + 3 star + 4 star = 21/5 = 4.2 (you are fired.)
4 star + 4 star + 4 star + 4 star + 4 star= 20/5= 4.0 (you are fired.)
In 100 rides:
90 – 5 star rating and 10 – 4 star rating = 490/500 = 4.9 (Awesome! Rare!)
60- 5 star rating, 20 – 4 star rating, 20 – 3 star rating = 440/500 = 4.4 (At risk or you are fired!)
60- 5 star rating, 40 – 4 star rating = 460/500 = 4.6 (At Risk, Will get a warning)
Lyft and Uber should consider lowering the “needs improvement” score to a realistic 3 and not 4.6. When one falls at 3 or under, then by all means fire the driver. When a driver is at 4 or 4.2, it really doesn’t delineate that driver from a 5 star driver. In the real world, even the best drivers miss a turn or two. In the real world, there is no perfect driver. What makes Lyft and Uber think that a perfect five-star driver could exist in their platform?
A 5 star and 4.7 star rating has a 0.30 difference. It doesn’t make sense that one will get fired for it. Search the best movie of all time and you get different results and different criteria for judging so, and very rarely does one get a 100% or 10/10 score rating. Search for anything actually, the best product, best car in its category, anything, and they’re almost always 9 out of 10 score or 99% out of 100%. Simply put: giving a rating and feedback on anything is very much subjective. It is an abstract that can’t be defined.
Driving is already stressful as it is!! Lyft and Uber could overhaul their rating system by abolishing the 5-star rating altogether and implementing a PASS, NEEDS IMPROVEMENT and FAIL feedback system. This is not only practical but gives clear-cut explanation on how a passenger views a driver on a particular ride. Majority of schools and universities are implementing the PASS/FAIL rule and even most professional exams for licensure are graded that way (example: becoming a registered nurse is a pass/fail exam).
Apply that in the rideshare world. If the driver was unsafe, unfriendly with poor navigation skills and the car looked shabby- then the passenger will simply rate the driver as FAIL. There is no confusion whether that was a 1, 2, or a pity 3 rating. If the driver was somehow unfriendly or the car was unclean but the driving and navigation was good, a passenger could rate the driver with NEEDS IMPROVEMENT. Hey, it could even be a PASS. If everything went well: safe, friendly, clean car and great navigation– then it’s a clear PASS. The passenger won’t have to ‘guess’ whether everything went well would be rated as 5 or perhaps 4 is just fine.
You average it out. If a driver gets more needs improvement and fail rating than pass, then go ahead boot the driver out. If there’s some pass and then some needs improvement but rare fail marks, then the driver just probably needs a soft nudge to improve. If there’s more pass than needs improvement and fail, then that driver is clearly a competent driver and deserves to stay in the system.
What do you think? Can you think of other solutions on how to fix the rideshare rating system matter? Weigh in via comment or take the poll below: