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It would be nice if the questions were factual (like Google's guides) but that's too many questions. For a simple one input perhaps rating out of 110% would be
by dalore 9y ago
It would be nice if the questions were factual (like Google's guides) but that's too many questions. For a simple one input perhaps rating out of 110% would be clearer.
Was your job/ride successful? 0-110% ? (and probably use intervals of 10).
Then most people for the average ride where it works will give 100% as the job was done. If the driver went above and beyond, you can give them 110% If you pick 110% an extra option asks, "What did the driver do that was above and beyond?" Which stresses that 110% is for exceptional service, and also collects what makes it exceptional.
For rides where the driver didn't do the job properly, like took a wrong turn, was late, etc. You can mark it accordingly, 90%, 80% etc
- notahacker 9y agoI like this idea a lot, but can easily imagine Uber screwing it up by setting 100% as the "this driver is at risk of being dropped" threshold so everybody feels obligated to give 110% if the driver's been basically polite and on time anyway...
- dalore 9y agoYeah it's a social problem. But by making rating 110% slightly more cumbersome to give vs a 100% rating you ensure that people giving 110% went out of their way to give when they could have just pressed ok. Actually making it even less options might make it simple and removing a number system all together. Scale would be: - Horrible/bad/did not do the job at all/etc - For when the job/ride did not completed or something truly awful happened. Can play with wording. When choosing this you get a big box to type in the issue and a customer support service should reach out and see what's wrong. - Did the job but slight issues - When choosing this you have to say what the slight issues were, so there is some friction still in choosing this option - Did the job, no issues - This will be the default, friction-free option. So if they pick this they don't have to type anything else. Quick and easy. - Exceptional service - If they pick this they are also forced to type in what the exceptional service was. You could even socially tweak/test it with forcing people to tip if they pick exceptional service (so effectively putting their money where their mouth is, if it's exceptional you need to pay why). With countries where tipping is optional this is a good play (but in USA maybe not so). The tipping part is just an idea. But the idea is to make choosing exceptional a bit more friction then just choosing job done. And also how to translate that culturally to other markets. By making them type in more for those situations it should funnel only users willing to type to give those ratings. And an option is for users to see not only the ratings of drivers but what other people typed in the exceptional (or typed in the slight problems) categories.