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Uber now offers in-transit feedback - is that a good idea?

By Shawn Knight
May 14, 2018
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  1. Key to a successful gig economy platform is the ability for users to provide feedback about their service. In the case of Uber, that means letting riders rate their trip and provide feedback after every ride. According to Uber, however, if you have feedback to share, you shouldn’t always have to wait to share it.

    As such, the ride-hailing platform is introducing the ability to rate, complement, share feedback and tip during your ride. But is this really a good idea?

    Arguments could be made both ways for in-transit feedback. On one hand, sure, if something goes poorly, you’ll want to report it ASAP while the facts are still fresh in your mind. If you wait until after the trip, you may not have time to leave proper feedback and instead just rush through the process and give an unwarranted review (good or bad).

    Conversely, leaving feedback in the heat of the moment could also be detrimental. What if you leave a scathing note and then minutes later, your driver pulls off a heroic action or goes out of their way with a random act of kindness? What if it was all just a big misunderstanding?

    Uber says riders’ positive feedback will be used to recognize top drivers and encourage continued outstanding service as part of a new program scheduled to launch next month. Critical feedback, Uber notes, will be used to improve its offering.

    What are your thoughts on in-transit reviews? Should users be forced to wait until the trip is over before leaving feedback to paint a better overall picture of the ride or should you be allowed to say something the moment it happens? Let us know in the comments section below.

    Permalink to story.

  2. Uncle Al

    Uncle Al TS Evangelist Posts: 4,601   +3,063

    It could be good ... unless they immediately transmit negative information to the driver, which could result in a confrontation. If it's transmitted to the driver "next day" it could be helpful but it would be imperative they maintain annonimity for the sake of the safety of the passengers .....

    IAMTHESTIG TS Evangelist Posts: 1,583   +699

    Does the driver get to see the feedback on the drive? If so that could be a terrible idea, or a hilarious one...

    Your rider "Timothy" just left you feedback, check it out!

    "The car smells like azz and the driver just ran a stop sign. #ISTHERELIFEAFTERDEATH"
  4. amghwk

    amghwk TS Maniac Posts: 377   +212

    I think it's a stupid idea.

    Not all drivers are tolerant against your complaints.

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