How to get a 5-star rating
According to riders
We know your rating is important to you and you’re always aiming for a perfect 5 stars. So we polled New York City riders to find out what’s most important to them when rating a trip. Take a look at the tips below.
1. Have street smarts
The key to making riders happy? Always knowing the best route. This might mean knowing New York City’s streets, venues, and traffic trends better than your GPS.
- Become familiar with different areas of Manhattan and know which streets to avoid at certain times of the day
- Many riders reported not liking it when the GPS volume is on during a trip, so try to be familiar enough with streets so that you don’t need the verbal directions
2. Be friendly
Feedback from riders highlighted attitude as one of the top areas drivers can improve on to get a 5-star rating. This doesn’t mean you have to chat with everyone (some riders just want some quiet time), but a friendly greeting will make the ride a better experience.
- Riders like to be greeted when they get in the car—try asking how their day or evening is going
- Riders don’t like traffic—and they don't enjoy it when drivers get frustrated by traffic or other cars on the road, so keep things positive and pleasant during the ride
3. Keep it clean
Another quality at the top of the list: cleanliness. Getting into a dirty, cluttered, or smelly car doesn’t make for a 5-star trip experience, best to keep things fresh and clean for happy riders.
- Wash and clean the interior of your car on a regular basis
- Riders are encouraged to be respectful and not leave trash behind, but make a habit of checking if trash (or any other item) is left behind at the end of a trip
- Avoid using “New Car Scent” air freshener—it can be almost as jarring as a foul odor for many
4. Master the pickup
When a rider has a good pickup experience, they’re more likely to rate the trip 5 stars. Start the trip off on the right foot with a quick, efficient pickup.
- Pay attention to what numbers are on which side of the street when you’re a few blocks away from the destination so you can be on the correct side of the street for the pickup
- Unless you’re arriving at a crowded event or location, it might not be necessary to call the rider immediately—they get notified that you’re arriving and answering the phone might actually slow them down to come outside
- If you do need to call your rider, be friendly—they’re looking for you, too!
5. Put the rider first
Riders appreciate it when drivers show great customer service. Customer service includes being courteous, keeping the car tidy, and offering riders amenities that make the trip enjoyable (like water and phone chargers). See the pro tips below for some things riders suggested:
- Ask if your rider has a preferred route
- Avoid talking on the phone during the trip
- Have the air conditioning on when it’s hot out, or ask how the temperature is
- Help riders load or unload luggage and shopping bags
- Have a phone charger for riders to use
- Ask if the rider has a music preference. And if you’d like to be the DJ, you can play ad-free music right through the Uber app with Pandora.