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Introducing Compliments - A New Way to Say Thanks

Discussion in 'Notifications' started by MikesUber, Nov 21, 2016.

  1. MikesUber

    MikesUber Well-Known Member

    Location:
    Pittsburgh, PA
    Driving:
    UberX
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    Sometimes, 5 stars just isn’t enough.

    That’s why riders often leave notes in the app letting their driver know what he or she did to make their journey that much more enjoyable. Sometimes the small thingsㄧlike playing the perfect song at the right time or lending a hand with a heavy piece of luggageㄧcan make a big difference. We want to make sure that message gets through.



    Starting this week, we’re making it easier for riders to thank drivers for the things they doㄧbig and smallㄧto make the ride memorable. When a rider leaves a complimentㄧsay for expertly navigating winding city streets or striking up a conversation that brightened their moodㄧa notification will show up on the driver’s home screen letting them know what they did to make a rider’s day.


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    It is Thanksgiving week after all—a time to be, well, thankful. We want to give riders the opportunity to thank and recognize drivers for the things they do to make the experience more memorable and fun. It’s a small step we’re taking to make saying thank you easier for riders and to celebrate drivers like Vickie, Alejandro and Habtamu who go the extra mile in their own special ways.

    Because sometimes the little things make all the difference, and 5 stars doesn’t quite cut it. We get that, and while we know there’s always more we can do to improve the driving experience, we figured what better time than now to make it easier to say “thank you” to the drivers who help us get from A to B every day.


    Source: https://newsroom.uber.com/compliments/
     
    Michael - Cleveland likes this.
  2. MikesUber

    MikesUber Well-Known Member

    Location:
    Pittsburgh, PA
    Driving:
    UberX
    Uber Wants to Make Drivers' Jobs Easier With 'Compliments

    Source: https://www.wired.com/2016/11/uber-plan-make-driving-lot-fun/


    Starting today, when you give your Uber driver a five-star rating, your app will ask you to provide them a little extra feedback. It’s not mandatory, but if you choose, you can give them a sticker that says something like “Awesome DJ!” or “Great car!” or “Above and beyond!” Or you can tap a prompt at the bottom of the screen and leave your driver a more personalized thank-you note. Drivers will see these stickers and notes in the feedback section of their app, which will tally all the accolades they receive.

    Uber calls the feature Compliments, and sees it as the beginning of what could ultimately be a powerful culture shift within its organization. The company has always worked hard to make its product appealing to riders. But drivers? If you’ve followed the protests and lawsuits and fights over employment benefits, you know that Uber’s drivers have not always felt all that well taken care of.

    And that’s a problem on a whole bunch of levels. It’s incredibly important for Uber that its platform be appealing to drivers. That’s obvious, right? Without drivers, there is no Uber. So for the past few months, Uber has been working to make the experience in the car more pleasant, not just for the rider, but for the driver. “What we’re trying to do is rebalance that scale,” says Amritha Prasad, Uber’s product design lead.

    The feedback system was a logical place to start. “It’s the thing all drivers ask me all the time—I want feedback, I want feedback,” says Mike Truong, a senior product manager at Uber. The five-star rating system—which distills everything about the service a driver does or does not provide into a number—has always been inadequate in this regard. So much so, in fact, that, a few months ago, Uber briefly considered ditching it entirely. But none of the proposed alternatives really stuck. The designers on Truong’s team created mockups of an emoji-based system. No dice. They tried a thumbs-up, thumbs-down, thumbs-sideways thing. That didn’t work, either. Everyone just gave a thumbs-up, making it look like everything was great, even when it wasn’t. Ultimately, they landed back on the five-star rating as the right way to end a ride.


    [​IMG]
    Early sketches for the Compliments feature in the Uber app.Uber

    What Uber really needed was a way for riders to provide more nuanced feedback—not just for bad, mediocre, and good rides, but for great, outstanding, and exceptional ones. Uber’s spent a lot of time working on what users can and should do when something goes wrong on a ride. But recently the team’s focus has shifted a bit. They feel like it’s working, like Uber is good at doing the basic thing it does, to a basic standard of quality. So they started asking: How can we celebrate the drivers who are doing especially well? The ones who have gum and water, who play the best music, who have the coolest cars. How can Uber help them identify the things their riders most appreciate, and make them feel better about their extra effort?

    One thing all drivers want, says Nundu Janakiram, the product manager who oversees everything about the Uber driver experience, is feedback. They want to know how they’re doing; how they can do better; how they can make more money; what the best practices are. “You can be your own boss” with Uber, he says, “but that doesn’t mean you don’t want an advisor.”

    There’s been a space in the Uber app for riders to “leave optional feedback” for some time. Those notes go to drivers, which Truong says is a source of great pride for them. But “optional feedback” too often meant support requests, or brief, nonspecific missives like “Thanks!” and “Great job!” The team wanted to find a way to make that space more visible and the feedback more actionable. Again, they tried emoji, along with a Mad-Libs-esque reaction field (“I loved how you ___ and it was great when you ___!”). Finally, they decided to go with stickers. Lots and lots of stickers.

    Stickers are more specific than emoji. They’re also quicker and easier to dole out than a written response, which makes riders more likely to actually use them. That’s good feedback for drivers, and it’s good feedback for Uber. “If we can better understand what makes a five-star experience, we can better create the environment for those five-star experiences,” Janakiram says.


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    A few of the new stickers in the Compliments section of the Uber app.Uber

    It feels a bit like Uber has, as a company, come around only recently to the idea that making drivers happy is just as important as taking care of riders. Recent months have brought a flurry of new ways to make driving for Uber both more doable and more lucrative. For example, Janakiram says Driver Destinations, the new-ish feature that lets drivers choose where they’re headed and try to find a fare going the same way, is the most beloved thing the company’s launched in a long time. And he says it can go further. “If the driver tells Uber ‘It’s 8am right now, and I need to pick up the kids from soccer practice at 4pm,’ how do we use that data to make them as much money as possible, and get them where they need to go?” Answering that question, Janakiram says, is a long-term goal for Uber, and a critical one.

    Plus, Janakirim believes asking both sides to take a moment to be grateful and appreciative goes a long way. He encourages everyone on his team to get out and drive for Uber as much as possible (if you’re riding around San Francisco at any given time, there’s a chance your driver is actually an Uber exec). It’s the only way to really understand how the app works in practice, he says, to see whether the system is fast and seamless and helpful enough. He’s learned first-hand how good it feels to be complimented for a job well done. Now he’s hoping it’ll make more drivers feel good more often, which will make them want to drive even more. It doesn’t solve everything, and there’s still a long road ahead for the company in sorting out how to make sure Uber is a valuable and safe space for all parties involved. But it’s something.
     
  3. Jufkii

    Jufkii Well-Known Member

    Location:
    cedar rapids
    Driving:
    UberX
    Pretty cool. I've gotten 3 Excellent Service brownie points along with a Clean Car one as well already.

    This to go along with a same day email threatening to deactivate me due to a false PAX accusation of making an offensive remark which I did not.

    Guessing I'm providing excellent service during the times I'm not deeply offending the PAX. At least the car is clean while they are offended.
     
  4. agtg

    agtg Well-Known Member

    And still no tipping option!
     
    backstreets-trans and tohunt4me like this.
  5. Jufkii

    Jufkii Well-Known Member

    Location:
    cedar rapids
    Driving:
    UberX
    Surprised?
     
    Michael - Cleveland likes this.

  6. agtg

    agtg Well-Known Member

    No, I'm assured that Uber is one of the single most corrupt corporations that has ever functioned in the modern world.
     
  7. tohunt4me

    tohunt4me Well-Known Member

    Location:
    new orleans , la.
    By
    Have you seen the new Lyft commercials ?
    Over $100 million in tips and counting
     
  8. ChortlingCrison

    ChortlingCrison Well-Known Member

    Location:
    Westwood
    Very much so indeed!!!! I'm astonished !!! How dare they!!!!!!!
     
  9. thesatanicmechanic

    thesatanicmechanic Active Member

    Location:
    Charlotte, NC
    Driving:
    UberX
    Where do we cash these stickers in? Can't find any links...
     
  10. tohunt4me

    tohunt4me Well-Known Member

    Location:
    new orleans , la.
    Stickers & time outs !
    UBER HAS KINDERGARDEN MANAGEMENT SKILLS !
     
  11. agtg

    agtg Well-Known Member

    I don't watch television, but someone posted the youtube video of it here. The 100 million in tips is an impressive number, but understanding Lyft is small-time compared to Uber it should help us gauge the billions that Uber is drawing in on the backs of drivers. Rideshare is big, big money.
     
  12. Fuzzyelvis

    Fuzzyelvis Well-Known Member

    Location:
    houston
    Driving:
    UberX
    All of this rather than put tipping in the app to show the driver your appreciation.

    They never heard "Put your money where your mouth is"?
     
  13. wk1102

    wk1102 Well-Known Member

    Location:
    treasure coast fl
    Dont forget te gold stars!
     
    Michael - Cleveland likes this.
  14. MikesUber

    MikesUber Well-Known Member

    Location:
    Pittsburgh, PA
    Driving:
    UberX
    Remember All - Why have a tipping option when you could have fun FULL COLOR digital badges. These electronic high-fives can put real digital food on your plate capturing the imaginative spirit of monetary prosperity.

    Remember the best drivers will have even more badges, and thus, more thank yous from passengers. Compare badges with fellow drivers and have a friendly competition for stellar service!


    *waa waaaah*:(
     
    Michael - Cleveland likes this.
  15. wk1102

    wk1102 Well-Known Member

    Location:
    treasure coast fl
    Screenshot_20161121-132548.png

    Wow.... i feel so...so.... i dont even have the words.! 'they like me, they really like me!"



    This is even better than the 47th Place ribbon I got for the 1000 meter race in the 6th grade!
     
    Last edited: Nov 21, 2016
  16. MikesUber

    MikesUber Well-Known Member

    Location:
    Pittsburgh, PA
    Driving:
    UberX
    Those all may have been tips if there was an option within the app. :oops:
     
  17. wk1102

    wk1102 Well-Known Member

    Location:
    treasure coast fl
    Tips shmips.... you cant buy this kind of.... geez i cant even type this witj a straigjt face :/
     
    Michael - Cleveland likes this.
  18. Michael - Cleveland

    Michael - Cleveland Well-Known Member

    Location:
    Great Lakes
    Driving:
    UberSELECT
    rider: "You're getting 5 stars and a sticker!"
    driver: "Thanks - can I have the cash instead?"
     
  19. Fuzzyelvis

    Fuzzyelvis Well-Known Member

    Location:
    houston
    Driving:
    UberX
    I think I'll start saying that. As if it's a joke, but with just enough of a facial expression to let the pax know it's really not...
     
    Michael - Cleveland likes this.
  20. Michael - Cleveland

    Michael - Cleveland Well-Known Member

    Location:
    Great Lakes
    Driving:
    UberSELECT
    It's one of my standard replies.
    Right up there with:
    rider: "so. how long have you been driving?"
    driver: since I was 16. And you?"


    (yes, there's a reason my driver rating sucks: I work hard at it)
     

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