Write everything down, delivery people, drivers, restaurants and even schools, it is already part of our day to day. Many are not aware of this, but the opposite is also possible. In the VTC applications -Uber, Freenow or Bolt- drivers also have the power: rate their passengers.
Are all VTC passengers “intellos”, personable, on time and all with 5 star averages? However, there are many clients with bad behavior, which can quickly have consequences in their access to the different applications.
Slamming doors and rudeness
However, it is difficult to know what is considered a bad rating on the platforms. Less than 4.5 stars? Less than 4? When asked about this question, Uber only tells Tech&Co that the national average is 4.78/5 and that 27% of passengers have between 5 and 4.9 on average for their user rating, 24% between 4.9 and 4.8, 23% between 4.8 and 4.7 and finally 26% are below 4.7. A subliminal way of indicating that people with an average below 4.7/5 are considered bad passengers?
It will be necessary to see what lowers the note. According to a Harris Interactive study for Uber conducted in 2021, 67% of drivers say that aggressiveness and rudeness are what bothers them the most, followed by eating in the car (49%) and asking for smoke through the window open (40%). ). Another reflex that can take away 5 stars from the best passenger: slamming the door too hard.
But Brahim Ben Ali, general secretary of the national VTC inter-union, tells Tech&Co: more and more drivers automatically give 5 stars, to avoid inconvenience.
good grade vs. good grade
The driver laments what he describes as a “repressive system on one side or the other.” Because there is a legend among the users of the VTC applications: in the event of a bad passenger rating, the usual thing would be to wait longer to obtain a vehicle. “Fake!” Uber and Freenow respond without complexes, questioned by Tech&Co. “Poor passenger ratings do not affect the customer experience in how we assign rides,” Uber said.
Brahim Ben Ali, however, is not of the same opinion. “The rating system is repressive on both sides. When a driver has a bad rating, he has fewer trips. When a passenger has a bad rating, he will wait longer because drivers will want to take him less. It is a lie to say that. it has no impact”, says the representative of the VTC drivers.
The only sure impact remains the suspension of a passenger’s account in case of excessively abusive behavior. In Uber, riders can also be permanently banned if they get ratings that are too bad. But again, no details are provided on this knockout score. According to Brahim Ben Ali, the key to a good rating ultimately remains to be non-judgmental: “I always put 5 stars, except if there’s really aggression, of course. We’re still human, that happens sometimes. ‘Having a bad day’ and not be in a good mood.
Source: BFM TV
