September 7, 2015

New Partner Information: Your Quality Rating

Alex

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YOU’RE GETTING THE HANG OF THINGS!

At Uber, providing a safe, reliable and quality experience is what we do.

Your Riders have high expectations of you. We’re here to help with some tips to keep your Quality rating up!

Zero tolerance

There are some actions that are unacceptable on the Uber platform.

Inappropriate behaviour. Uber is a community of many cultures, races, and religions. Be mindful of the language you use, topics of conversation and your body language as peoples perceptions may be different to your own.
Don’t contact a rider after the trip. Rider’s phone numbers are private and you should not contact them after the trip ends. The only exception is if they left an item in the car.
Never accept cash. If you have technical difficulties on a trip – don’t worry. We can fix it up for you once the trip ends. Never compensate for technical issues by accepting cash.
Don’t refuse service animals (guide dogs) – You are required by law to accept service animals including guide dogs in your vehicle. If you are worried about cleanliness of your car, consider keeping a spare towel in the back.
Don’t drive on the wrong account. You go through a number of background checks in order to become an Uber partner. Please make sure you never drive on the someone else’s account or have someone else drive on your account.
Don’t drive on the wrong vehicle. You cannot drive any vehicle that is not listed in your account. If you’d like to add a second vehicle just send us in the documents and we’ll add it to your account.

If any of the above occur you may lose access to the Uber Partner app.

Quality

At the end of each ride, the rider can rate you from 1 to 5 stars. If your rating falls below 4.6 you may lose access to the Uber platform. See the tips and video below on how to maintain a high rating.

https://www.youtube.com/watch?v=5-GEn_WsMl4

Tips to getting 5 stars every time:

Have water and mints in the car. Maybe even a phone charger for Riders
Make sure your car is always clean and smells fresh
Use a phone holder. Never hold it in your hand
Always take the most efficient route, unless the rider wants to direct you
Be professional and friendly

Acceptance rate

The great thing about Uber is the flexibility of work – it’s completely up to you when, where, and for how long you are online.

However, it is important that you are only online on the app when you are ready to drive. Not accepting trip requests makes the Uber system unreliable for both riders and drivers.

When online, you should be aiming to accept all trips that you receive.

Help us maintain 5 star riders!

It’s only fair for you to expect 5 star riders!

We monitor rider as well as driver quality. As a driver-partner you have a big role to play in this.

Be sure you rate each rider appropriately at the end of a trip so that we have an accurate reflection of their behaviour. Remember, all ratings are anonymous!