How Uber Ratings Work

Most online service platforms, from eBay to AirBnB to Uber, have a rating or review system. But aside from tapping the number of stars to rate your driver, you may not know much about the Uber ratings system.

Ratings on Uber are important because they determine your continued access to the platform. Here are key details you should know about how Uber ratings work:

How Uber Ratings Work

How to Rate

When your trip ends, the Uber app will ask you to rate your driver out of 5 stars (and it will ask them to rate you too). No ratings can be given if a trip is canceled.

Don’t worry if you accidentally dismissed the popup or closed the app, there will also be an option at bottom of your email receipt to submit a rating.

Compliments and feedback

You can also add “compliments” like “Neat and tidy” and “Excellent service”.

For ratings 4 stars and lower, you are also asked to provide feedback on the reasons for the less-than-perfect rating, such as “Cleanliness” or “Driving”.

Compliments and feedback are aggregated/anonymized before being shared with the driver. Note that some reasons are outside of the driver’s control (e.g., “Uber app”), which may cause the rating to get excluded from their average.

Visibility

Rest assured, riders and drivers cannot see the individual ratings they give each other.

Neither riders nor drivers see individual ratings tied to a particular trip or person.

Uber help page

This means you don’t need to worry about retaliatory ratings, you should just provide honest feedback.

How to see your ratings

Rider rater breakdowns are tucked away in a hidden corner, you can find them here:

  1. Open the Uber app
  2. Go to your profile
  3. Click on “settings”
  4. Click on “See summary”
  5. Scroll to the “Ratings” section and click on “View my ratings”

You will then see a distribution of how many stars you received, like this:

How Ratings Are Calculated

Each company has a different calculation to arrive at publicly visible ratings. Some use only very recent ratings while others use all historical ratings, some use unweighted averages while others use more complex calculations.

Uber ratings are averaged across the last 500 completed rides to get to the rating you see on a driver’s or rider’s profile. All rides are weighted equally, though if no rating is provided, it won’t affect the average.

This means ratings eventually drop off from consideration when enough newer rides are completed, so bad ratings don’t stick with you forever. It also means a single negative outlier actually has a very small impact – if you have 500+ completed rides, even a 1-star review would only drop your overall rating by less than 0.01!

Interesting Facts

  • Uber also has “ratings protection” mechanisms that exclude poor ratings due to factors outside of the driver’s control, such as heavy traffic or payment issues.
  • Uber Eats delivery ratings do not affect regular Uber ride ratings, drivers will have separate ratings for each service.

Rating Culture

There is an established culture around Uber ratings calibration. Generally speaking, a 5-star rating is appropriate if there weren’t any issues with your trip. The driver shouldn’t need to offer you water, hold your door open, or make you laugh to earn a 5-star rating!

Uber even provides this guidance on their support page:

  • 5 stars: It means there were no issues on the trip
  • 1 star: Typically means that there’s a serious problem with a driver
Uber help page

If you see a restaurant with a 4.0 / 5 rating on Google Maps, you might still be inclined to try it. But an Uber driver with a 4.0 / 5 rating would be long kicked off the platform!

Leave a Reply

Your email address will not be published. Required fields are marked *