At the end of the ride the driver is asked to rate the customer with a score from 1 to 5.
One may check Customer rating by driver for each order in Order report. Just download the report, apply a filter by customer credentials and review the rating for each processed order within the reporting period.
Upon order acceptance a driver is shown average customer rating (for the last 30 trips) and Customer name. Both values are displayed if enabled in Driver settings.
Allowing drivers to preview the average rating of a customer leaves them with a choice of rejecting the bookings from customers with poor rating. This is aimed at improving driver safety during the trip, as some drivers work in criminal neighbourhoods, etc.
How to enable “Show customer rating to drivers” and “Show customer name for incoming orders”
“Show customer rating to drivers” and “Show customer name for incoming orders” are optional and can be managed by company user with "Full access" or "Drivers & operations" with Driver settings edit permission.
To enable/disable Customer rating display to drivers access My hub > tab Drivers > Driver Settings > enable/disable checkbox “Show customer rating to drivers” and “Show customer name for incoming orders”.
Disabling “Show customer rating to drivers” only hides customer rating from drivers, while customer rating counter keeps running.
Customer rating calculation:
- customer rating is calculated as an average of score ratings given by the drivers to the customer within the last 30 rated trips.
- customer rating recalculation is triggered each time a new finished order is rated.
- customer rating is kept in the range from 4 to 5. This is to avoid driver cancellations due to possible negative perception of low rating.
- customer rating is shown as a decimal with 2 digits after the delimiting dot, ex: 4.00, 4.15, 4.85, etc.
- rating calculation formula: rating = 0,25 * Average mark for latest 30 trips + 3.75;
- trips that are finished but not rated by the driver are not be included in the rating calculation.
- a customer with fewer than 5 finished paid trips (0 - 4) is considered a Newby. They are labelled as Newbies on the new order screen in driver app, with no rating to show to the driver.
- a customer with finished unpaid trips only (whether rated or unrated) is considered a Newbie in the Driver App.
- a customer with 5 or more finished paid trips (rated or unrated) has a default rating of 4.90. This default rating is shown to the Driver until the customer completes 30 rated trips.
- a customer with 5 or more finished paid trips (rated or unrated) and 30 or more rated trips (paid or unpaid) will have the average rating based on their last 30 rated trips.
Where to track customer rating:
-on the main offer screen in Driver app
- on the Bubble in Android driver app on the main offer screen
Get more useful insight in Driver rating by customers post!