As a frequent Uber Eats customer and self-proclaimed picky shopper, I know firsthand how crucial the delivery driver is to the overall food ordering experience. Will your meal arrive promptly and still be hot and fresh? Will the driver follow your instructions and deliver with a smile? These factors can make or break your satisfaction with Uber Eats.
That‘s where the driver rating system comes in. It allows customers to provide valuable feedback and helps Uber Eats maintain a high standard of service across its platform. In this comprehensive guide, I‘ll walk you through everything you need to know about rating your Uber Eats driver.
Uber Eats by the Numbers
To put the importance of driver ratings into perspective, let‘s look at some key Uber Eats statistics:
- Uber Eats is available in over 6,000 cities across 45 countries
- The platform has over 66 million users worldwide
- There are more than 1 million active Uber Eats drivers globally
- Uber Eats generated $4.8 billion in revenue in 2020 alone
(Sources: Uber, Business of Apps)
With such a massive scale, maintaining quality and consistency is no easy feat. The driver rating system is a critical tool for Uber Eats to ensure customers have positive experiences and keep coming back for more.
Understanding the Uber Eats Rating System
Unlike the Uber rideshare app which uses a 5-star scale, Uber Eats has a simpler thumbs up or thumbs down rating system for deliveries. After each order, customers can give their driver either a thumbs up for a satisfactory experience or a thumbs down for a subpar one.
Interestingly, this binary system was likely chosen because food delivery drivers pose less of a safety risk to customers compared to rideshare drivers. With Uber rides, passengers are getting into a vehicle with a stranger, so a more granular rating system is necessary to flag potentially dangerous drivers.
However, Uber Eats does calculate an overall driver satisfaction score behind the scenes using the thumbs up and thumbs down feedback. This score is based on the driver‘s last 100 rated deliveries. For example, if a driver receives 95 thumbs up and 5 thumbs down, their overall rating would be 95%.
How to Rate Your Uber Eats Driver (Step-by-Step)
Now, let‘s walk through the actual process of rating your Uber Eats driver:
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Complete your order: After your delivery arrives, make sure to inspect the food and overall experience while the details are fresh in your mind.
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Open the rating screen: Once the order status changes to "Delivered", the Uber Eats app will automatically present you with a rating screen asking "How was your delivery?" with a thumbs up and thumbs down icon.
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Choose your rating: If you were satisfied with the delivery speed, food quality, and your courier‘s service, tap the thumbs up icon. If any aspect of the experience was unsatisfactory, tap the thumbs down icon.
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Provide additional feedback (optional): After selecting your rating, you‘ll have the option to offer more specific praise or constructive criticism. This feedback is valuable for drivers to understand what they‘re doing well and where they can improve.
It‘s best to rate promptly while the experience is top of mind, but don‘t worry if you accidentally close out of the app or forget. I‘ll cover how to go back and rate a past delivery in the next section.
Changing or Adding a Rating After the Fact
Uber Eats allows customers to modify or add a rating after a delivery is complete. This is useful if you had a change of heart or forgot to rate initially. Here‘s how:
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Find your order receipt: There are two places to locate your Uber Eats receipts:
- In the Uber Eats app, navigate to the "Orders" tab, select the order in question, and tap "View Receipt".
- In your email inbox, search for "Uber Eats Receipt" – the company sends a receipt after each completed order. Be sure to also check your spam, promotions, and junk folders.
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Locate the rating section: Once you have the correct order receipt open, scroll to the very bottom. You should see the thumbs up and thumbs down icons.
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Enter your new rating: Simply tap either the thumbs up or thumbs down to modify your previous rating or leave a new one if you hadn‘t rated the delivery yet.
One important thing to note is that the option to change a rating does eventually expire, typically within a week of the original order. So be sure to adjust your rating in a timely manner if needed.
The Psychological Impact of Ratings on Drivers
As a consumer behavior expert, I find it fascinating to consider the psychological effects that the Uber Eats rating system has on drivers.
Ratings serve as a powerful motivating force. The desire to maintain a high satisfaction score can inspire drivers to go above and beyond, providing faster, friendlier, and more attentive service. On the flip side, the fear of receiving a dreaded thumbs down can create immense pressure and anxiety.
Uber Eats drivers are acutely aware that their ratings directly impact their ability to continue working on the platform. Dip below the minimum threshold (which varies by city but is usually between 80-90%) and they risk deactivation. This looming threat can lead to stress and even encourage drivers to bend over backwards to please difficult customers.
Additionally, ratings determine the quantity and quality of delivery offers a driver receives. Highly-rated couriers get first pick of orders, allowing them to choose more lucrative and efficient routes. Lower-rated drivers may be stuck with fewer requests and less desirable deliveries.
The power that customers hold with a single tap of their thumb is immense. Ratings have the ability to make or break a courier‘s livelihood and overall job satisfaction.
Ratings Across Different Food Delivery Apps
As an avid user of multiple food delivery services, I was curious to compare how Uber Eats‘ rating system stacks up against its top competitors. Here‘s a quick breakdown:
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DoorDash uses a 5-star rating system for deliveries, similar to Uber‘s rideshare app. Customers can rate drivers on a scale from 1 to 5 stars after each order. DoorDash drivers must maintain a minimum 4.2 star average to continue receiving offers.
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Grubhub has a thumbs up, thumbs down rating system nearly identical to Uber Eats. Customers are prompted to rate each delivery with a simple thumbs up or thumbs down. Grubhub drivers can be deactivated if their satisfaction rate falls below the local threshold.
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Postmates (now owned by Uber) allows customers to rate deliveries on a scale of 1 to 5 stars. Postmates drivers must maintain a minimum 4.7 star average to remain active on the platform. Postmates also factors in specific feedback categories like communication and delivery speed.
While the rating scales differ, all of these platforms place a heavy emphasis on customer feedback. Maintaining a high driver rating is essential for success across the board in the food delivery gig economy.
What Uber Eats Drivers Can Do to Improve Their Ratings
As a seasoned retail and customer service expert, I know that consistently providing excellent service is easier said than done. For Uber Eats drivers, maintaining a high satisfaction rating can be particularly challenging given all the variables at play during each delivery.
However, there are several key strategies that couriers can implement to boost their ratings and create happier customers:
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Prioritize punctuality: Customers appreciate receiving their food as quickly as possible. Focus on completing deliveries efficiently without sacrificing safety or service. A study by Zion & Zion found that 92% of customers cited speed of delivery as a top factor when choosing a food delivery service.
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Keep customers informed: Communication is key, especially if there are any delays at the restaurant or on the road. A quick text message or in-app update can work wonders for managing expectations and reducing frustration.
One experienced Uber Eats driver shared, "I always send a quick note if I‘m stuck waiting for an order. Customers really appreciate the heads up and are much more understanding."
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Follow instructions carefully: Pay close attention to any customer notes or delivery preferences. Whether it‘s an apartment gate code, a request for contactless drop-off, or a special spot to leave the order, following these instructions to the letter can make a big difference.
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Invest in insulated bags: Customers want their food to arrive at the proper temperature – hot items should be hot and cold items cold. Insulated delivery bags are an excellent way to ensure optimal food quality and avoid disappointing temperature issues.
An Uber Eats courier in Los Angeles reported, "Once I started using an insulated backpack, my ratings shot up. Customers could tell their food was well cared for."
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Be professional and friendly: Your attitude and demeanor can have a huge impact on the customer‘s overall experience. Greet them with a smile (even behind a mask!), use polite language, and thank them for their order. Small gestures of friendliness can lead to big results in your ratings.
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Double check orders for accuracy: Before leaving the restaurant, take a moment to confirm that you have all the correct items and that the order looks complete. Catching any missing items or spills early can save a lot of hassle and dissatisfaction down the line.
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Ask for ratings: At the end of a successful delivery, don‘t hesitate to mention that a thumbs up rating would be greatly appreciated if they were happy with your service. Often, satisfied customers simply forget to follow through, so a polite reminder can help boost your numbers.
By implementing these strategies consistently, Uber Eats drivers can significantly improve their ratings and build a loyal base of satisfied customers.
The Impact of COVID-19 on Food Delivery and Ratings
The COVID-19 pandemic brought about a massive surge in demand for food delivery services. As lockdowns kept people at home and restaurants closed their dining rooms, many turned to apps like Uber Eats for a safe and convenient way to enjoy their favorite meals.
Consider these statistics:
- Uber Eats saw a 152% increase in gross bookings in Q2 2020 compared to the previous year
- DoorDash experienced a 110% year-over-year increase in orders in Q2 2020
- Grubhub‘s revenues jumped 41% in Q2 2020 compared to Q2 2019
(Sources: Business Insider, QSR Magazine)
This unprecedented growth also brought new challenges for food delivery drivers. Suddenly, they were on the frontlines of a global health crisis, risking exposure to the virus to ensure people could access meals safely.
The pandemic also ushered in a renewed focus on health, hygiene, and contactless interactions. Customers became hyperaware of any potential contamination risks, leading to higher expectations for delivery safety protocols.
For Uber Eats, this meant implementing new features like a "Leave at Door" delivery option and providing drivers with masks and hand sanitizer. The company also began sharing COVID-19 best practices and encouraging customers to rate drivers on their adherence to these guidelines.
However, the surge in demand and new safety considerations also put immense pressure on drivers. Many reported feeling overwhelmed and overworked, making it harder to maintain the level of service needed for high ratings.
An Uber Eats driver in New York City shared, "It‘s been a real challenge trying to keep up with the sheer volume of orders while also following all the new COVID rules. I‘m doing my best, but it‘s tough to be perfect every time when you‘re so stretched thin."
As the pandemic continues to evolve and reshape the food delivery landscape, it‘s clear that ratings will play a crucial role in helping platforms like Uber Eats navigate these uncharted waters.
The Future of Uber Eats Ratings
As a retail and consumer behavior expert, I‘m always looking ahead to how systems and processes might evolve to better serve both customers and workers. When it comes to the Uber Eats rating system, there are a few key areas where I see potential for improvement:
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More granular feedback categories: Rather than a simple thumbs up or thumbs down, Uber Eats could allow customers to rate specific aspects of the delivery experience, such as food quality, driver communication, and timeliness. This would provide more actionable insights for drivers and the platform as a whole.
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Weighted ratings based on customer behavior: Not all ratings are created equal. A thumbs down from a customer who consistently rates poorly or makes unreasonable demands could be given less weight compared to a thumbs down from a typically satisfied user. This could help mitigate the impact of unfair or biased ratings.
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Incentives for rating: To encourage more customers to leave ratings, Uber Eats could offer small incentives like a discount on their next order or a charitable donation made on their behalf. More ratings lead to a more accurate overall picture of driver performance.
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Driver feedback on customers: Just as customers can rate drivers, it could be valuable to allow drivers to provide feedback on customers as well. This two-way rating system could identify problematic or abusive customers and help create a more balanced ecosystem.
As Uber Eats continues to grow and evolve, it will be fascinating to see how the rating system adapts to meet the changing needs and expectations of both customers and couriers.
The Bottom Line
Ratings are a fundamental part of the Uber Eats experience, serving as a crucial quality control mechanism and feedback loop between customers and drivers.
For customers, taking a moment to leave a thoughtful rating after each delivery can have a real impact on your future experiences and contribute to a better platform overall. Be honest, be fair, and don‘t forget to show appreciation for excellent service.
For drivers, your rating is more than just a number – it‘s a reflection of your hard work, dedication, and customer service skills. By consistently going above and beyond and implementing proven strategies to improve your rating, you can unlock more lucrative opportunities and build a loyal customer base.
As Uber Eats continues to navigate the challenges of a rapidly changing world, the rating system will undoubtedly play a key role in shaping the future of food delivery. By working together and prioritizing open, honest feedback, customers and couriers can create a stronger, more satisfying Uber Eats experience for all.
