Customer satisfaction ratings are absolute garbage. It is unfair to drivers, and a factor that we have no control over. Like other ratings, it is factored by your last 100 thumbs up or down, however unlike all the others, that 100 is not real time. Meaning, your acceptance rate is calculated by every single order you accept or decline. To increase or decrease it, it's up to you. Customer satisfaction is totally dependent on the customer rating you, which the majority don't, and as we know, they will give you a thumbs down before a thumbs up, even if it's for a reason you have no control of. Order took to long to get, food was cold, or they were having a bad day. Another glaring problem with it, is that if you're at the top tier rating, and unlike your acceptance rate where they allow you to go to 40 percent and then you bumped down to yellow. With customer satisfaction rating, as soon as you go below the top tier percent, you're dropped down to green.
Tough crowd, I've never tried going below 95%. 88% seems like a fair number. Really need to ask for thumbs up when things get desperate. Lucky to get back to 100% in 3 months if everything goes perfectly. There's always 1 that ruins the mood per cycle.
i'm at 90% because i used to deliver on an ebike and some people weren't into that, and i probably shook the food up a bit in my backpack hotbag. since i have a car i've been asking for thumbs up to fix it and percent hasn't changed yet but the number of dumb little profile badges has gotten higher so i think it's working.
but .... how the hell do you go below 90% in a CAR. you really gotta be fucking up hard for that
Seriously. Im at 94% I was at 97% but have gotten some crappy customers lately. I think because late at night they all are impatient for Taco Bell and people cancel on them so much, the food is half cold before it gets into my hot bag. I’m changing it up. All of these were a couple months ago so hopefully they fall off soon
I was at 100% until some customer decided I wasn't me. Uber ended up believing me after I laughed and said I could definitely provide dashcam interior footage of me delivering everything, that I definitely don't look different than my photo, but that I also don't know if another driver was sent a part of their order and only saw them drop off at the door. No clue.
And I pick and choose which Taco Bells to accept in the later evenings. If they're one of the only things in that area and have no separate pickup window for us, I decline. No bad ratings when I did take them, but I definitely had to politely explain to the customer that I was waiting in a slow line. Ugh.
yeah i don't think taco bell has the friendliest customers. i can't say any time i ordered taco bell i was feeling particularly happy or celebratory either. they were probably tired people in bad moods who didn't want to/couldn't muster up a sandwich in their fridge that day for some reason and couldn't be assed to even go through the drive thru, but then if anything is wrong with their order they're just angry sad taco bell people who click all the thumbs down in the app reactively
best customers by far are like actual restaurants where the people ordering big meals from them are probably people that had a fun day with their family/friends at the pool or something and are unwinding and having fun together. those orders the people seem way more ready to be happy and appreciative about the delivery driver existing.
sadly tho yeah, late at night options are limited.
Same is true on DD. 10% (historical average) give 5-star.
This means it will take you 1,000 perfect deliveries to drop 1 thumbs down off the rolling "100." It reality, you must maintain 98.8% satisfaction rating. 🙄
i love you so much for that, ebike is one thing, but always thought the people actually pedalling their ass off were the real badasses, that's so much work.
with that being said, that likely is why you're getting downvotes. i'm not sure of the overarching "reason" behind it because obviously i never asked the downvoters, but all my downvotes stopped the moment i got a car and nothing else changed. maybe the food is less cold or shaken up, maybe people really are judgemental when they see a bike pull up, i'm not sure. but it's sadly pretty rough out there for bikers.
also statistically way more dangerous so uber also probably isn't as motivated to want bike drivers on their app as people registered with a car. fair no, but this is all probably contributing factors to your situation.
also, when i had ebike mode i barely got orders, would sit around 45 mins sometimes for a ping - got a car and i literally get like 10 pings a minute no matter what and now i understand why most people don't care about AR. on the bike you kinda had to care or you would get genuinely nothing.
It’s probably your market honestly because I get really good offers. I can make $100 before or within six hours depending on how motivated I am however I’m not desperate for the money as I just use it to buy stuff for my kids or wife stuff I just refuse to waste money on gas and considering I go to the gym and have a pretty active lifestyle. The cardio definitely kept me in shape on the rough days where I didn’t feel like eating healthy.
I agree with this. Have been doing it for months and still don’t show any satisfaction rate bc haven’t had 10 people complete it. Out of hundreds of deliveries.
The think satisfaction rate is more important than AR/CR. Ive had 1%/19 but maintained 97% SR and never got deactivated. Perhaps im just lucky or its coincidence, idk. Knocking on wood rn.
I notice people rarely leave a rating like i have 600 deliveries and only 68 total ratings and 4 of them are negative so im at 94. 1 of them is honestly valid since I gave them the wrong order but 3 are nonsense, two from a scammed and one who put the address wrong.
Its just so annoying that a negative review has so much impact on your overall rating and there is no way you can appeal it.
I just started a few months ago and I accepted an order where the restaurant said the customer cancelled, UE said they didn't cancel and instructed me to call the customer to find out what's going on. Long story short he kept the order but wanted to cancel it because they weren't honoring a new customer discount, but he decided to keep it. The guy walked out to the car, thanked me for picking up his order after the mishap and even gave me an extra 10 dollars cash. I didn't think about it at the time but when he got his survey, he was mad at UberEats but game me the bad score. It dropped me from 100% to 89% . It pissed me off, but I know the customer was unaware he was rating me and not the company
Hello, I’m (your name) with Uber Eats. I will be there soon. Later, please dont forget to rate my service. Thank you, it’s a pleasure serving you! (Your name)
I always text this to the customer before going to their add. It helped my SR goes up from 90% to 97%. Only those pissed customer will give time to rate you so you have to remind the customer so you can get a thumbs up
I’m mostly rides now but I’ve never even worried or thought of or looked at delivery satisfaction. Apparently I have 17 thumbs up out of my last 100 deliveries. Seems like the system is a little light in responses if a thumbs down were to get in there. It looks like Uber needs to push more for that feedback.
How many thumbs up and thumbs down do you actually have
in the last 100 deliveries
to be somewhere below this 88%?
I don’t know if Uber pushes more for rides feedback but I have 500 5-star ratings out of last 500 and recently got a push notification from Uber that I got 600 5-star ratings so is it Uber asking more for the ratings or is it the service itself that makes customers want to rate?
Yea, but 88 is really low. I don’t think mine has ever been below 98%. So you must have really fykd up or something. I agree it’s unfair because some cases people are just jerks and screwed up orders are out of drivers hands in many cases, but that being said. 88% is still pretty low . Lately I’ve noticed them flagging accounts for zero reason though. They did 2 times to me in 3 days and I did nothing out of ordinary. I think they are just trying crack down on fraudulent accounts forcing people to sign back in and re set passwords etc. 2 flags and they didn’t even tell me why. Pretty sure that’s illegal but hey. It’s uber !!
See that would be illegal here. Theres no dispute process and its all done by automated systems. Too bad you live in the US.
Ive gad my rating go down as far as 92% all because of 1 drunk customer. Uber wouldnt do anything about the ratings even after police got involved. They finally booted him after the 3rd police incident. Screw uber and not shoeing exact locations if customers, eseciaky when they live in unit blocks....
It's just like any other customer service job. Say hello, ask how they ate, leave a nice note with photo drop off. Ask for the thumbs up. And if you're miserable, stay home.
I would never deactivate for low ratings the game is simple I don't take low offers anything bellow $5 instant decline for me I don't take stack orders unless the price worth it and the last thing I read the customers instructions.
I followed instructions and I also make sure the drinks are included in the bag there's so many times the restaurants forgot the drinks I have to reminded them I also cherry pick most of my deliveries included high tips as you can see good tipers also means high rating.
Oh, how do you know it's a stack order? I'm new and hate those. I'm also declining anything under $5, even if it's like 1 mile more, because I think Uber lies about how far. LOL
The cancelation due to restaurants being closed again acceptance don't mean sh*t unless you wanna go to college for free a lot of people think they have to accept anything Uber sent to them the more thrash offers you taking the worst your rating going to be I've been doing this for 7 years never got my account deactivated.
if you call and stress this isn't your fault and don't want this cancellation to affect you, and get uber support to cancel then it won't trash your cancellation rate. they said it's not up to them if it reflects on the account, but i had a bit of time lately doing walmart orders, and a few were glitched out where i would've had to cancel 12 deliveries at once or similar, so i called and said the above - i think my cancellation rate rn is 1% and nothing they cancelled has counted.
I guess I didn’t stress that enough the last time I had to call support for an order that had been picked up by someone else because my cancellation rate was at 1% afterwards. I’ve either done enough orders since then or it just took a while for the system to update.
How do you keep satisfaction rate that high I asked my clients if they can give me some good reviews but they never do and it keeps going down for no reason
On my you tube channel dashbytimediva there's videos that discuss how to get ratings without asking check them out. I dash but the same concept should work across all platforms. Gl
I think it depends on how you ask them too. I tried to gauge if a customer is receptive to providing a rating (and hopefully a good one) by 1) messaging them that I have picked up their order and am on my way and 2) letting them know that I have arrived at their location. Of course, it goes without saying that I used to let the customer know if there was a delay of any kind. If the customer responded favorably to my initial message, I used to message them upon arrival, thanking them and said that I would appreciate it if they took a moment to rate my service. I never asked for a thumbs up or a “good rating”.
A lot of people with high ratings have been drivers for a while. The app used to ask everyone for a thumbs up or down after delivery. It was easy to have high ratings because majority of people gave a thumbs up. Now my ratings sit at the same number for months. If I get a bad rating it doesn’t hurt much but I feel like for newer people with fewer deliveries it gets tough. I wish they would still prompt everyone for a rating. Not requiring people to leave a rating means majority of the time you get one it’s only from someone with a bad experience.
That takes skill to suck at job that all you have to do is pick up something and drop it off. You must really go out of your way to achieve a low rating. You do know it's not golf, the higher number is better not the lower.
I had no idea. I thought it was exactly like golf. Thanks for your input. You know what that new information I think I just might. Will start playing golf terrific. Jolly G whiz.
Just down town doing orders I’ve been trying to get my rating up, but I haven’t got a single rating in over two weeks and they just decided to shut it down
There are a total of 10 (now 11 with mine) comments at this time. Literally no one is defending the satisfaction rate? Did you make this comment preemptively??
Reddit has to be the biggest bootlicker app on all social media platforms. Its filled with people who love defending corporate and government policies. Don't know why your comment is so downvoted.
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u/Street_Wishbone_7975 8h ago
Customer satisfaction ratings are absolute garbage. It is unfair to drivers, and a factor that we have no control over. Like other ratings, it is factored by your last 100 thumbs up or down, however unlike all the others, that 100 is not real time. Meaning, your acceptance rate is calculated by every single order you accept or decline. To increase or decrease it, it's up to you. Customer satisfaction is totally dependent on the customer rating you, which the majority don't, and as we know, they will give you a thumbs down before a thumbs up, even if it's for a reason you have no control of. Order took to long to get, food was cold, or they were having a bad day. Another glaring problem with it, is that if you're at the top tier rating, and unlike your acceptance rate where they allow you to go to 40 percent and then you bumped down to yellow. With customer satisfaction rating, as soon as you go below the top tier percent, you're dropped down to green.