Uber’s been making some big changes to the driver experience over the past few months and today they launched two brand new features called arrival times and long trip notifications while also improving existing features like destination filter and trip type preferences.
The changes come as part of Uber’s 180 Days of Change initiative focused on improving the driver experience. Today’s Chapter 3 announcement is all about flexibility. You probably remember Chapter 1, which was announced on June 20, 2017, since the headliner was that Uber was adding a new tipping option. Since that announcement, Uber has actually doled out over $50 million in tips to drivers and done two days of ‘tip matching‘. Tipping has been live everywhere for just about a month, and while the tip amounts haven’t been that high on a per ride basis, the total number of $50 million sure seems like a lot.
Chapter 2 was announced about a month ago and focused on customer support. You’ve probably noticed by now that Uber drivers now have 24/7 phone support and, in my experience, the agents are very quick to answer the phone. Uber tells us that they have fielded over 200,000 phone calls in that time period and that the average wait time to speak with an agent has been 30 seconds with an 85% satisfaction rate. I’ve seen short wait times myself, but the 85% satisfaction seems a bit high based on my experience and from talking to other drivers.