Bad Route or Lack of City Knowledge

At Uber, we’re committed to supporting our partners by providing them the feedback needed to improve their star ratings. In recent driver surveys, rider feedback was the #1 item drivers requested from us, and we listened! In the past week, we received the below feedback from your riders.

Bad Route or Lack of City Knowledge

What does Bad Route or Lack of City Knowledge mean?

A passenger let us know that they felt you did not take the most efficient / direct route on a trip. Therefore, they felt their fare was higher than it should’ve been. This is the #1 most common complaint we receive from riders across the system, so you’re not alone. However, this proves that an efficient route is a top consideration from riders when rating their drivers. As such, we monitor this complaint closely for all our partners.

How can I improve?

The best way to avoid an ‘Bad Route or Lack of City Knowledge’ complaint in the future is to 1) first ask the rider if they have a preferred route, and 2) if they do not have a preferred route, enter the end destination in your GPS. Also, riders sometimes appreciate if you offer suggested routes to demonstrate your city knowledge. Use your best judgement for each particular rider - you’re the expert!

What’s next?

To refresh your knowledge on Uber’s best practices, check out this refresher video:

 

If we continue to receive negative feedback from riders that impacts your rating, your account will be reviewed and may be deactivated.

Note: we expect some negative feedback over time for all our partners as this is the nature of the business! If you believe you received this complaint unfairly, please don’t worry, we’ll only take action if we see a pattern of undesirable behavior. Again, the purpose of this message is to provide you constructive feedback to help you improve.