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.
What does Excessive Calling mean?
A rider let us know that you called them unnecessarily before or after a trip. There is no need to call the rider in most circumstances; the Uber app handles most communication for you. When you arrive at the pick-up location, if the rider is not ready immediately, we recommend you wait 5-7 minutes before calling the rider. In our experience, drivers who call excessively are rated poorly as riders view it as annoying and unnecessary. If you do call the rider, it is a good idea to let them know where you are, and confirm whether they still need a ride.
How can I improve?
The best way to avoid an ‘Excessive Calling’ complaint is to only call the rider in necessary situations.Examples of when to call:
You’ve arrived at the pick-up location have been waiting for longer than 5-7 minutes.
You’re delayed more than 5 minutes due to unforeseen circumstances (e.g., accident, road closure, etc.)
When you need to confirm the location if it’s in a crowded/public area (e.g., after sports game, at the airport at a mall, the location is not in a driving zone, etc.)
Examples of when NOT to call:
To let the rider know that you have just arrived at the location. The rider automatically receives a text as soon as you press the ‘arriving now’ button to notify them that you’ve arrived. Also, riders to NOT have to be waiting outside; we recommend that you wait 10 minutes before canceling a trip.
When the pick up location looks different than than the rider location; generally, you should follow the passenger icon (the blue dot) on the map rather than the address. If these locations look drastically different, you might want to call and clarify.
After you’ve received a trip request, to confirm the rider has requested a ride or to let them know you’re on your way.
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.