Your Guide to Satisfaction Ratings

How do satisfaction ratings work?

Your satisfaction rating shows how customers and merchant staff feel about their experience with you.

• Customers and merchant staff can rate you after completed orders with either a thumbs up or thumbs down, and you may also receive feedback that can help you improve.

• Your overall rating is based on your most recent 100 ratings from Customers and Merchant staff.

• You can check your Satisfaction Rating in the Profile section of the Uber Driver app by tapping on your profile picture in the menu.
• Under Uber’s Community Guidelines, Delivery People who do not meet the minimum satisfaction rating for their city may lose their access to the Uber Driver app. The minimum satisfaction rating for Delivery People in Australia and New Zealand is 85% thumbs up.

Tips to help get good ratings:

• Follow pick-up and drop-off instructions, and confirm with Merchants or Customers when the instructions are confusing. Take extra care when delivering to apartments: if need be, communicate with the Customer to ensure you find the correct location.
• Being respectful in your interactions with Customers and Merchant staff can help encourage more positive ratings.
• Avoid unnecessary detours or long trips: while Customers understand sometimes their order may be late due to circumstances outside of your control and safety shouldn’t be compromised, if the Customer sees you taking long detours or pauses during the trip, they’ll be much more likely to give a thumbs down.
• Take care with the order: make sure to deliver the Customer’s order in good condition. This will encourage more thumbs ups. Additionally, be careful with non-food deliveries as they may be fragile.

Ratings protection 

We know how important strong satisfaction ratings are to you. We also understand that some thumbs down ratings may feel unfair. That’s why, starting 28 October 2025, we are introducing Ratings Protection.

What is Ratings Protection?

Ratings Protection automatically removes thumbs down ratings that you may receive for reasons that may be outside of your control such as:

• Customers or merchants displaying irregular repeated unfair rating patterns

• Customer order delays (e.g. wait time at merchants, delayed batched orders, or deliveries already late when accepted)

Key things to know:

• If eligible, your thumbs down rating will be removed automatically within 48 hours, and you’ll receive an in-app message confirming this. 

• Ratings Protection will apply to thumbs down ratings given from 28 October 2025.

• Eligible thumbs down ratings are automatically removed, no follow-up needed.

With Ratings Protection, you can keep doing what you do best by providing great service that maintains and grows your satisfaction rating.

How do I rate merchants and customers?

You can also share feedback to Uber about your experience by rating Merchants and Customers. 

To rate a Merchant or Customer:

1. Open the ‘Help Centre’ and go to ‘Trips’.
2. Select the trip you want to rate.
3. Choose either ‘Rate customer’ or ‘Rate merchant’.
   • If these options don’t appear, select ‘more options’, then:
     • For a customer: go to ‘Issue with a delivery customer’ → Rate customer
     • For a merchant: go to ‘Issue with a merchant’ → Rate merchant
4. Give a thumbs up (positive) or thumbs down (negative).
5. Choose from the list of feedback reasons to explain your rating and click “Submit”.

Submitting ratings and feedback lets us know what is and isn’t working well at pick up and drop off with merchants and customers. This helps us understand how we can best improve processes, policies, and support to better meet your needs.