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Uber "False Positive" Acceptance Rate is Killing Customers

Dropking

Well-Known Member
As I write this, I'm staring at another Uber mess on my driving account. A passenger requested a ride that was accidentally accepted by me because of the awful way that Uber has implemented their new driver app. Normally, I immediately cancel these "false positive" acceptances but this time I'm so annoyed that I just let it go.

The passenger is texting me. The passenger eventually cancels. All of this would be avoided if Uber had a customer-centric focus in their implementation of the driving app.

Six months ago, false acceptances in Uber were not a problem on Android devices. There was a slight hesitation between the time a ping was presented to drivers and the time they could accept it. This was just enough time to stop tapping on the keyboard and let the ping go.

When I say tapping on the keyboard, I mean doing all the things drivers do on their app between rides. We text our squeezes, we play chess, we answer emails, we surf the web. All of these activities involved touch typing in the lower middle of the device. Very stupidly, Uber has inserted the ping circle in that very spot so that at the very moment you are typing "I miss you, honey. I will be home soon," Uber overlays a ping which drivers will accidentally accept at the same time they are typing the message. I'm sick of it.

Since the new app was rolled out, which was Uber's attempt to look like Lyft, my cancellation rate has going through the roof. I've gone from almost nil to probably 2+ per day. And there are instances like tonight where I just let the passenger suffer. All of this is entirely avoidable if only the company would put our customers first by designing a driver app that avoids the false acceptance rate problem.

Meanwhile, one of the biggest questions I've been getting from my passengers lately is "why do drivers cancel my ride?" Sigh.
 

Peshooter

Member
I was in the select queue at LAX and turned on UberX for a second, just to check the surge and not loose my place in select queue and I inadvertently touched the screen with my thumb and excepted a pool ride. Before I could cancel I got 2nd one and then a third one and each time I cancelled one another one would pop up. Uber is sneaky.
 

burgerflipper

Well-Known Member
My cancellation rate also went up when they introducdd the new app because they stopped showing u the map when the uber app is in background. So if im on google chrome and a ping comes in all i can see is the star rating and how long uber claims it will take me to get there, which is always wrong. This leads to accept - see actual pickup location - cancel. Its especially a problem when im on a 2 way street and cant make a uturn. I need to see whether the ping is coming from behind me or ahead of me. It used to be that when a ping came in, the entire uber app would pop to the front of the screen, so u cud see the map. Thats the way it should be again.

PS Dara in case u didnt actually do this on purpose, u should know that not only does the uber app not automatically.pop up, but (at least on android) your screen actually kind of freezes so that u cant even open the uber app manually to check. U can only either accept the ping or decline.
 
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kaycee

Well-Known Member
My cancels hit an all time record with the new instant-accept uber app.

I even got into the Top 2%

3 month good behaviour bond.

Now I keep right away from the bottom half of the screen.

If a few slip through, cancel immediately. I think then uber resends the request. So no major trauma to customer. Well ok until driver arrives notes the 2 min trip on starting and cancels it.
 

MadTownUberD

The Trendy Transporter
Moderator
If I am using another app when a ping comes in, I get less information (most notably the map) than if I have the Uber Driver app open. This causes me to sit and stare at the Uber Driver app like a depraved junkie or that dude from A Clockwork Orange.
 

#professoruber

Well-Known Member
This is why I have a separate device just to watch porn. I am never fumbling around with requests. If the app says that 1-5 in the queue, logic tells me that hmmm, I need to put all devices down and be ready for a incoming request.

This is also another reason why apple is better than android. Apple doesn't let Uber or Lyft take over the entire screen. It's all about user experience and Uber matters to Apple.
 

jazzapt

Well-Known Member
When I say tapping on the keyboard, I mean doing all the things drivers do on their app between rides. We text our squeezes, we play chess, we answer emails, we surf the web. All of these activities involved touch typing in the lower middle of the device. Very stupidly, Uber has inserted the ping circle in that very spot so that at the very moment you are typing "I miss you, honey. I will be home soon," Uber overlays a ping which drivers will accidentally accept at the same time they are typing the message. I'm sick of it.
It may be stupid, but it is not a mistake. This is done purposely so that you accept the ride. "Accidental" ping acceptances is one things Uber has done to copy Lyft (it is usually vice-versa). There is a reason why they moved the logoff button to the lower portion of the screen and it makes you swipe from the bottom of the screen to get to it. More time to sneak in a ride request. And when it comes in, you are already clicking on the bottom of the screen.

Ask me how I know...
 

Bubsie

Well-Known Member
I guess they ran the data and found that more people would accidentally accept a ping and then out of pure duty to the community or fear of deactivation, proceeds to drive to the pickup instead of selecting "Cancel - accepted ride by accident".
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This is why I have a separate device just to watch porn. I am never fumbling around with requests. If the app says that 1-5 in the queue, logic tells me that hmmm, I need to put all devices down and be ready for a incoming request.

This is also another reason why apple is better than android. Apple doesn't let Uber or Lyft take over the entire screen. It's all about user experience and Uber matters to Apple.
Out where I am there's often plenty of time between requests, and I'm never in the airport queue. Its rare that I'm constantly on rides.
 

CaliQT

New Member
Sheesh you guys do too much on the road. I text and then work and text on brakes if I take any. All those activities are probably the reason you are getting Uberdoodoo . Your focus is on various activities instead of driving lol.
Lily I was thinking the same thing ???? working does require some work. If you’re at bat, be ready to hit the ball??? S-t-r-I-k-e ?
 

Gube

Member
I was in the select queue at LAX and turned on UberX for a second, just to check the surge and not loose my place in select queue and I inadvertently touched the screen with my thumb and excepted a pool ride. Before I could cancel I got 2nd one and then a third one and each time I cancelled one another one would pop up. Uber is sneaky.
Uber is a @@@@@.
 

Mista T

Well-Known Member
Author
Lyft used to be the king of the jerks when it came to false positives (I call them auto-accepts). But Uber just had to match them, didn't they? Even so, Lyft is still worse. I get auto-accepts on Lyft all the time.

If you "accidentally" accept a ride, and you cancel, you get in trouble. If you call the pax and the pax cancels, you get in trouble. All you can do it ignore them until they get pissed off and give up and cancel on their own! What kind of a business model is that???
 
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