Uber Kenya, a subsidiary of the world-famous ride-hailing service, Uber, has announced a new quality-control system to remove riders with persistently bad feedback.
“Uber wants every Uber trip to be enjoyable. Both riders and drivers play a part in making that happen,” the company said in a recent statement.
Soon, Uber will begin notifying a small number of riders, who have consistently received bad feedback from drivers that they must improve their behaviour or they could lose access to the Uber app.
Uber has recently been focusing their efforts on developing products that increase transparency, accountability, and safety for its users.
“We have recently updated our community guidelines which extends the same behavioural standards to the riders that we have for driver-partners and we will be notifying a small number of riders that their behaviour needs to improve or their access to the app could be removed – which is already done with drivers,” Brian Njao, Country Manager for Uber Kenya explained.
With this new policy, when Uber sees a pattern of riders getting consistently bad feedback, they will receive a warning and will be given advice on how to improve, if they continue to receive bad feedback from drivers after warnings, the next step would be to temporarily suspend their account for one week and if still there is no improvement eventually face the possibility of full deactivation.
Drivers are rated on a range of factors, did they help the rider in and out of the car, was the ride smooth and safely executed, did the driver treat the rider with respect and make the rider feel comfortable.
“Riders will now share accountability on their behaviour such as how did they treat the driver and their vehicle, did they push the driver to break the speed limit because they were running late, and were they rude or abusive to the driver” Uber said in its statement
“Fostering a community of mutual respect matters to us and this change is about shared accountability on our platform and asking everyone using Uber to be respectful of one another,” Njao concluded.