What is a driver’s reputation
Reputation is a score set for a driver’s profile based on certain driver actions: rejecting, ignoring, cancelling, finishing orders.
It is measured on a scale from -150 to 150. Every driver who submits a registration request to join a company is assigned a default reputation score of 75. A driver’s reputation score is autoupdated once a driver is activated and goes online, at which stage he/she is included in the job distribution mechanism.
A driver’s reputation is taken into account at order distribution. Within the Intelligent queue algorithm, an order first goes to the closest driver with a better reputation and with the longest waiting time. However, if a driver’s waiting time is too long and the reputation’s score is low, but the driver is close to the pick-up, then he has all chances to be offered a green card.
Why a company needs to monitor and manage a driver’s reputation
A company needs to track its drivers’ reputation as it is an indirect metric of a driver’s performance. One can check a driver’s reputation score in a Driver’s profile in My hub and make a temporary score update to encourage or penalise a driver.
A company may need to increase or decrease a driver’s reputation score to:
soft-ban a driver for misconduct, cheating, etc
to motivate/reward drivers in cases, where balance top-ups are not applicable
award drivers for high service quality, branded cars usage, etc
If a driver’s reputation score has been increased, the driver will be moved up the intelligent queue for the period of the reputation bonus.
If a driver’s reputation score has been decreased, the driver will be moved down the intelligent queue for the period of the reputation deduction.
Who can monitor and manage a driver’s reputation
Company users with the following roles can monitor and manage a driver’s reputation:
a. Full access role
b. Drivers & Operations
- Standard/Advanced (if “Edit driver reputation” checkbox is enabled in user permissions)
- Full
How to monitor a driver’s reputation
A company manager can track the reputation score of every driver in the fleet in Driver Management > Column “Reputation”.
A manager can sort drivers by their “Reputation score” to track profiles with the highest and lowest scores and export their data to CSV.
Drivers do not have access to either their reputation score or reputation correction details. Nor are they notified of any reputation updates. If a manual reputation correction is made, the company may choose to inform the driver outside the system.
How to temporarily change a driver’s reputation
1. To temporarily change a driver’s reputation:
a. either select “Edit reputation score” from the options in the “More items” button at the end of a driver’s profile in My hub
b. or tap on a driver’s record in My hub to open his profile and tap on “Edit” under Reputation
2. Select the correction value from the dropdown list of available options.
3. Specify the period for which the correction will be applied from the dropdown list of available options.
4. Review the correction details: “Current reputation score”, “Reputation score after correction”, “Correction duration” and tap “Apply”.
For example: as per the screenshot below, the driver’s reputation score will be increased by 50 points for the next 24 hours. In 24 hours 50 points will be automatically deducted from the score.
With reputation correction, the reputation score can exceed the default range of -150 to 150. For example, if a driver’s reputation score is +150 and a manager adds +150, the driver’s temporal reputation score will be +300.
Once reputation correction is applied for a driver’s profile, a company manager can review the correction value and application period in a driver’s profile record in My hub.
Active reputation correction values applied for all driver profiles can be tracked in the column “Reputation correction” of a driver’s profile in Driver management. If no correction has been added, the column will show a “-”.
You can also filter drivers by any status (Active, Suspended, etc) as well as one of the reputation options:
Not specified - all drivers
Corrected - drivers with corrected reputation score
Not corrected - drivers without corrected reputation score
and download the data on profiles with the specified reputation option.
How to remove a driver’s reputation correction
1. To remove a driver’s reputation correction:
a. either:select “Edit reputation score” from the options in the “More items” button at the end of a driver’s profile in My hub
b. or tap on the driver’s record in My hub to open his profile and tap on “Remove correction”.
2. Check “reputation score with removed correction” and tap “Remove correction”.
3. Review “Remove reputation correction” message on the pop-up screen and tap “Confirm” to finalize.
A driver’s reputation score and reputation correction are logged in the Order report in columns “Driver reputation” and “Driver reputation correction” for any instant order that has been assigned to a driver, regardless of its final status: cancelled, finished paid or finished unpaid.
No reputation data is logged in the Order report for preorders and instant orders that were manually assigned from the Operator app.
Good luck in managing your driver’s reputation score individually, boost or lower it to suit your needs!