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 Smell: Hygiene mean?
A passenger let us know that they felt as though you had poor hygiene during a recent trip. Poor hygiene can range from dirty clothes, body odor, unprofessional appearance, etc. We understand that you may spend long hours in your vehicle while on the system. However, riders expect drivers to be professional in appearance and hygiene; they can view it as your commitment to providing 5 star service. As such, we do take this feedback seriously.
How can I improve?
The best way to avoid a ‘Smell: Hygiene’ complaint is to dress and groom yourself professionally and make sure that the vehicle smells fresh at all times. In addition, some passengers find it beneficial if you open the windows in between trips to let in fresh air!
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.