Roundtable Feedback
Partner Roundtable Update
Last week Uber hosted the first Partner Roundtable, thank you to those who attended and shared your feedback!
Some topics discussed were: Ratings, Communication, and Cross River Requests. Here is an update
Ratings
You Said: If the rider leaves below 3 stars they should be required to leave feedback.
What We Already Do: Riders see this screen if they leave a 1, 2, or 3 star rating. This gives them the option to leave feedback and tell us what about the trip caused the lower rating.
You should know: The system ignores any surge trips when reviewing your rating against the cutoff 4.6 Stars.
Riders can leave a rating up to 3 days after they take a trip. This is why your rating can go up or down, even if you haven’t taken a trip that week!
Introducing: Top Partner Tips
You Said: There are so many great things I wish I knew when I started.
What We Will Now Do: We will now start including weekly Top Partner Tips in the weekly blogs.
What We Need You to Do: Share your top tips with us here! Help your fellow partners provide the best service possible with your best tips.
Cross River Requests
You Said: Requests from across the river hurt your Acceptance Rating if you do not accept them. If you do accept them, it is a 20 minute trip and the rider may cancel.
Your Fellow Partners Recommended:
- Accept the trip so it doesn’t affect you weekly acceptance rate
- Safely call the rider and explain, “I am across the river and on my way. It will be about 20 minutes, if you would like to wait I am happy to pick you up. If not, you can cancel this trip and request another Uber.”
- This ensures a a good experience for the rider and shows your high level of customer service.
What Is Uber Doing: We are working with our engineers to fix this complex issue. It is a priority for us, as we want to provide you with the best experience possible. We thank you for your patience while it gets resolved.