The Broken Customer Feedback Loop
Preventing good drivers from leaving our area?
When they held up their end of the delivery give them their 5 star
Delivery apps use different levels of after order surveys for feedback
The type used by Instacart and Doordash is particularly troubling
They let customers leave written comments about the drivers service. But they block any negative written feedback you leave.
Umm HELLO that's the most important type of feedback
And drivers are totally deprived of it
They accomplish this by simply blocking comments that have a 4 star or less rating attached to them, very simple coding
I have picture proof, but it would require me posting an image from my driver ratings. Which may break the data scraping section of our contract
It used to blatantly tell us
"comments from 5 star reviews will show here"
They got smart, or dumb depending on how you view it and have removed that wording
Do you understand now why these two apps have a million and a half complaints about the drivers
We're not getting effective feedback from our valued customers
We see the 2 star rating, but are left with NO idea of what the problem was
It's Medieval Punishment For Drivers
It can take up to 1,000 deliveries for just one bad rating to fall off. Possibly a rating you didn't even deserve, but we have no way to dispute a rating. There's no system in place on Instacart or Doordash to dispute a rating, and even if there was. We get the same people on the phone you do when you call customer support, and you know how that goes huh.
They use a rolling hundred system which is medieval torture for drivers. A single bad rating doesn't fall off until you receive 100 new survey ratings, that have a higher rating than your worst rating. But most customers who receive 5 star service are just happy, and don't take the time to do the survey. This is really killing the heart of your good drivers. If the drivers end of the delivery went well it's sort of your duty to give them the 5 star.
Ratings are directly tied to your drivers ability to work, and earn
Work
Drivers with higher ratings are allowed to drive more often, via the top driver programs
If all of your statistics are in line at the end of the Month
Star rating, Acceptance rate, Completion rate, and minimum number of deliveries completed
(notice It doesn't include your on time percentage)
This is really troubling, but I can't speak on it yet
Anyways,
If you meet your numbers then the next Month you get to sign on and work whenever you feel like it. You don't have to sign up for time blocks, or wait for the zone to flash busy. And be allowed to sign on for an hour or so.
The way the Yuba / Sutter zone works is like this. If you want to make money here you have to have sign on at will flexibility. If you depend on their scheduling opoprtunities which are few and far. You will not make money, and end up going to Placer / El Dorado / Yolo or other Counties. Where Uber is busier, Uber has sign on at will for all of their drivers. It's a pain driving to other zones, but drivers go where the money is. Especially if a few possibly undeserved bad ratings have disqualified them from the top driver program in their zone (Doordash looking at you)
Earn
Supposedly drivers with a higher star rating get first dibs on orders (and higher paying orders), over drivers who have lower ratings. Having experience as a micro business owner (lawn care), management experience, real customer service training, and a regular old employee. I would 100% agree with this way of doing things, give the rewards to your best workers right?
But the system that determines who the best workers are (the star rating system) is severely flawed.
Preventing good drivers from leaving our area?
When they held up their end of the delivery give them their 5 star
Delivery apps use different levels of after order surveys for feedback
The type used by Instacart and Doordash is particularly troubling
They let customers leave written comments about the drivers service. But they block any negative written feedback you leave.
Umm HELLO that's the most important type of feedback
And drivers are totally deprived of it
They accomplish this by simply blocking comments that have a 4 star or less rating attached to them, very simple coding
I have picture proof, but it would require me posting an image from my driver ratings. Which may break the data scraping section of our contract
It used to blatantly tell us
"comments from 5 star reviews will show here"
They got smart, or dumb depending on how you view it and have removed that wording
Do you understand now why these two apps have a million and a half complaints about the drivers
We're not getting effective feedback from our valued customers
We see the 2 star rating, but are left with NO idea of what the problem was
It's Medieval Punishment For Drivers
It can take up to 1,000 deliveries for just one bad rating to fall off. Possibly a rating you didn't even deserve, but we have no way to dispute a rating. There's no system in place on Instacart or Doordash to dispute a rating, and even if there was. We get the same people on the phone you do when you call customer support, and you know how that goes huh.
They use a rolling hundred system which is medieval torture for drivers. A single bad rating doesn't fall off until you receive 100 new survey ratings, that have a higher rating than your worst rating. But most customers who receive 5 star service are just happy, and don't take the time to do the survey. This is really killing the heart of your good drivers. If the drivers end of the delivery went well it's sort of your duty to give them the 5 star.
Ratings are directly tied to your drivers ability to work, and earn
Work
Drivers with higher ratings are allowed to drive more often, via the top driver programs
If all of your statistics are in line at the end of the Month
Star rating, Acceptance rate, Completion rate, and minimum number of deliveries completed
(notice It doesn't include your on time percentage)
This is really troubling, but I can't speak on it yet
Anyways,
If you meet your numbers then the next Month you get to sign on and work whenever you feel like it. You don't have to sign up for time blocks, or wait for the zone to flash busy. And be allowed to sign on for an hour or so.
The way the Yuba / Sutter zone works is like this. If you want to make money here you have to have sign on at will flexibility. If you depend on their scheduling opoprtunities which are few and far. You will not make money, and end up going to Placer / El Dorado / Yolo or other Counties. Where Uber is busier, Uber has sign on at will for all of their drivers. It's a pain driving to other zones, but drivers go where the money is. Especially if a few possibly undeserved bad ratings have disqualified them from the top driver program in their zone (Doordash looking at you)
Earn
Supposedly drivers with a higher star rating get first dibs on orders (and higher paying orders), over drivers who have lower ratings. Having experience as a micro business owner (lawn care), management experience, real customer service training, and a regular old employee. I would 100% agree with this way of doing things, give the rewards to your best workers right?
But the system that determines who the best workers are (the star rating system) is severely flawed.