'Uber Compliments' Lets Riders Get Specific with Compliments
References: newsroom.uber & wired
Though many of the features on Uber's app tend to be geared toward improving the experience for riders, 'Uber Compliments' is a new feature to help the company validate the hard work of its drivers. Beginning this week, Uber Compliments will allow riders to get specific about what made their ride a good one.
To be sure, Uber has had an assessment system in place since its inception. In fact, the five star rating system is one of the cornerstones that keeps the collaborative, sharing-economy service self-regulated. However, a one-to-five rating is far from a thorough method for assessing workers.
With Uber Compliments, riders who award a driver five stars have the opportunity to get more specific with their praise. The feature gives several preset options including "Excellent service" or "Neat and tidy," and it leaves space for riders to leave a comment as well.
To be sure, Uber has had an assessment system in place since its inception. In fact, the five star rating system is one of the cornerstones that keeps the collaborative, sharing-economy service self-regulated. However, a one-to-five rating is far from a thorough method for assessing workers.
With Uber Compliments, riders who award a driver five stars have the opportunity to get more specific with their praise. The feature gives several preset options including "Excellent service" or "Neat and tidy," and it leaves space for riders to leave a comment as well.
Trend Themes
1. Driver Appreciation - The trend of ride-sharing apps adding features to let riders appreciate and encourage exceptional driver performance and customer service presents an opportunity for other service-based apps or platforms to create similar features for their own service providers.
2. Custom Feedback - Customizable feedback options such as Uber Compliments allow for deeper insight into customer preferences and satisfaction, potential areas for improvement, and new elements that can enhance the customer experience; other service-based apps can benefit from incorporating similar features.
3. Fine-tuned Assessment - As ride-sharing apps enhance their rating and assessment systems with more detailed and personalized feedback options, other industries and platforms can learn from this development and create more nuanced performance evaluations for their own workers.
Industry Implications
1. Ride-sharing - Ride-sharing apps can capitalize on this trend by continuing to develop new ways to enhance driver performance and customer satisfaction through personalized feedback features like Uber Compliments.
2. Hospitality - Hotels, airlines, and other service-based industries can integrate similar customer feedback systems to fine-tune their workers' performance and identify key areas for improvement to enhance their guests' experiences.
3. App Development - Developers working on apps for service providers or independent freelancers can create customizable feedback features that allow customers to provide specific, actionable insights and praise that can optimize worker performance and customer satisfaction.
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