Applying Uber's "Passenger Rating" concept to customer onboarding

  • 9 April 2024
  • 0 replies

Userlevel 4

I find Uber's passenger rating system fascinating. What a cool concept to foster mutual respect, accountability, and safety.


Could this concept be applied to the customer onboarding experience?


We've tested out something similar to this to gather "onboarding health scores" but we didn't expose those ratings to the customer.


I'm curious to know what the community's take would be on this!


Some additional context if helpful:

Uber's passenger rating system is grounded in the philosophy of accountability, mutual respect, and safety. Here's a breakdown of the key principles:

  1. Accountability: The rating system holds passengers accountable for their behavior during rides. By giving drivers the ability to rate passengers, Uber promotes responsible behavior and encourages passengers to treat drivers with respect.

  2. Mutual Respect: The rating system fosters a culture of mutual respect between passengers and drivers. Passengers are encouraged to treat drivers courteously, while drivers are expected to provide safe and comfortable rides. This mutual respect is essential for creating positive experiences for both parties.

  3. Safety: The rating system serves as a safety measure by allowing drivers to provide feedback on passenger behavior. This feedback helps identify and address any safety concerns, such as disruptive or inappropriate behavior, ensuring a safe and secure environment for both drivers and passengers.


Overall, Uber's passenger rating system is designed to promote positive interactions, enhance the overall ride-sharing experience, and prioritize safety and respect for all users of the platform


Passengers with consistently low ratings on Uber may face consequences such as:

  1. Restricted Access: Uber may limit or restrict access to the platform for passengers with consistently low ratings. This could mean longer wait times for rides or difficulty finding available drivers.

  2. Education and Feedback: Uber may provide educational resources or feedback to help passengers understand why their ratings are low and how they can improve their behavior in future rides.

  3. Suspension or Deactivation: In extreme cases or for severe violations of Uber's community guidelines, passengers may face temporary suspension or permanent deactivation of their Uber account.

It's important to note that Uber's approach to dealing with low-rated passengers may vary depending on the severity and frequency of the issues. The goal is to maintain a safe and respectful environment for both passengers and drivers while providing opportunities for improvement and rehabilitation.

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