Uber today launched a formalised driver feedback programme to make it easier for drivers to leave comment and hold the company accountable for changes.
The programme – called UberENGAGE – will give drivers a voice in Uber, whether it’s for feedback on a new product, a voice in decisions that affect them or simply a new idea.
Once a week a panel of five drivers in each city will dedicate time to meet other drivers who use the app to gather feedback. This advisory group will then meet with senior Uber staff every month to discuss their findings. Uber will then have to report back each month with a detailed response to the feedback.
The creation of UberENGAGE follows Matthew Taylor’s recent Review of Modern Working Practices which highlighted the importance of self-employed people having a greater voice over issues that affect them.
The process will be overseen by an independent Review Board made up of three licensed private hire drivers who use the app and three people independent of Uber:
Natasha Grice, Virgin Trains General Manager, West Midlands – London Route
Polly Mackenzie, Director of Demos
Tom Elvidge, Uber’s UK General Manager, said:
“Licensed drivers who use our app are absolutely vital to our business. Thanks to their feedback we’ve already made a number of improvements like investing in discounted illness cover and in-app tipping. But we know we can do a better job of listening to drivers and acting on what they say. Our new driver advisory groups in each city will not only formalise how we listen to drivers, but also help generate ideas for further changes we can make.”
Liz Hampson, one of the drivers on the UberENGAGE Review Board, said:
“This is fantastic. Uber has helped tens of thousands of people like me become their own boss and drive on their own terms. The UberENGAGE programme will really help drivers on the app to have even more say on how the app works. I can’t wait to get started.”