This archive report was first published on 18 September 2019.
On September 18, 2019, Uber announced a new regulation that would impact drivers with low customer ratings.
According to the new policy, drivers will be required to maintain a minimum 4.6 point rating to continue working for the company. Those who fail to meet this requirement will be deactivated after 30 days if they do not improve their rating.
Uber stated that the new regulation is aimed at ensuring quality services for both drivers and riders. The company emphasized the importance of providing a great experience for all users, citing factors such as hygiene, overall mannerism, knowledge of routes, and ability to drive cautiously as key considerations for rider ratings.
Uber also highlighted its efforts to address unruly behavior from riders, which has been a major concern for drivers. The company has implemented a rider quality system that blacklists Kenyan riders who consistently receive poor evaluations from drivers.
Under this system, riders who engage in unacceptable behavior, such as asking drivers to break the law or causing damage to the vehicle, will have restricted app access. This includes using inappropriate, abusive, and disrespectful language.
Uber's statement on the new regulation read: 'At Uber, we strive to create a quality experience for driver-partners and riders alike. In our efforts to provide a great Uber experience all around we are increasing the minimum required rating in your city to 4.6.'
'If you currently fall below this rating, you will have 30 days to increase your rating to meet the new minimum requirement. Driver-partners that don’t meet the new minimum rating will be deactivated. Whether it is through great conversation, or through clean and tidy car, great service is about being the best you can possibly be to create an enjoyable Uber experience for riders.'
