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We Asked. You Told Us. Now Let Us Take Action.

February 24, 2021 / US

In the fall of last year, we sent out a survey to all drivers and delivery people across the U.S. and Canada requesting feedback on what is and isn’t working on the Uber app. Regardless of what the feedback looked like, we made a promise to you we would release the full survey results. Nearly 100,000 of you responded and provided input.

Today, we are releasing the full U.S. results, as well as breaking out the key areas below you’ve identified that you’re most dissatisfied and satisfied with. 

We also want to take a moment and recognize the challenges and uncertainty many of you’ve faced over the last year. You shared you are most worried about financial difficulties and your physical health and wellness during this time. This past year has been hard for everyone, but we know that has been especially true for drivers and delivery people. We thank you for everything you do to help support your neighbors and communities. 

Seventy percent of you said you think Uber has either done enough or gone above and beyond for drivers during the pandemic. We will continue to do our part and help ensure you have the most up-to-date information on when and where to get the COVID-19 vaccine, access to health and safety supplies, and resources on government assistance via the COVID-19 Hub in the Uber app.

We will be following up soon with details on a virtual town hall to go over the results and discuss actions the company is taking to help improve your experience on Uber.

Please make sure to check your email and website for the invite. We look forward to seeing you there! 

What’s working well:

Eighty percent of you said you are either somewhat satisfied or very satisfied with your experience driving or delivering with Uber, with 76% saying flexibility and independence ranked as the top area that you’re most satisfied with when driving or delivering on Uber. 

Sharon in Eastern Washington said,

“I love the flexibility of the work hours, and being able to help people, during this time, to have their food brought to their door.”

Other aspects that contributed to your satisfaction on the app, include: 

  • Uber’s efforts to protect your health and well-being during COVID-19
  • Uber’s efforts to protect your physical safety (unrelated to COVID-19)
  • Uber’s efforts to ensure that riders, Uber Eats customers, and restaurant partners treat you with respect

What’s not working well:

Dependability of earnings ranked as the top issue for you, with 27% of you saying it was the area you were most dissatisfied with. Another 19% said responsiveness of feedback is poor. 

James of Denver, Colorado said,

“Not sure it matters. The feedback I have offered before seemed to fall on deaf ears.”

Below are the top areas you identified as being your top pain points and the aspects of where you’ve said it should be improved.  

Dependability of earnings 

  • Rates/fares
  • Uber service fee
  • Promotions and incentives
  • Long pickups or deliveries

Quality of customer support 

  • Customer support is unhelpful
  • Poor communication
  • Takes too long to get an issue resolved
  • Hard to reach or get an answer

Responsiveness to feedback

  • More engagement with corporate representatives
  • Making sure feedback is taken seriously

App performance and features

  • App is glitchy or buggy
  • Navigation/GPS should be improved