Taxi hailing company Bolt has introduced a new feature dubbed ‘Driver Compliment’ in a move to enhance positive experiences between riders and drivers.
In a statement, Bolt said this feature aims to improve the feedback system, by expressing more specific positive feedback than the standard star rating.
County Manager for Bolt Kenya Linda Ndungu said the new feature will change the way riders and drivers interact with each other.
According to Ndungu, it will not only boost the drivers’ morale but also the overall performance and the riders experience.
“Once a rider leaves a compliment, drivers will get a notification in-app, taking them to the message they have collected, whether that is for driving skills, communication, or the overall experience of the ride,” Ndungu said.
The feedback mechanism will allow the drivers to understand their clients’ preferences and work towards improving their services accordingly.
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Privacy and Anonymity
For privacy and anonymity, compliments will only be visible to the respective driver. It also ensures that drivers cannot identify the specific riders who leave the comments.
Also, a 48-hour delay of the comment to the driver will ensure further anonymity of the rider.
“We know from our network of drivers and courier partners that they want more feedback about their trips to ensure they’re providing a high-quality ride experience.
“This is also a good opportunity for riders to thank and recognize drivers for the things they do to make the experience more memorable and fun,” Ndungu said.
She also emphasized that the Driver Compliments feature, provides an additional avenue for the riders to express their appreciation of the ride.
“We hope our riders take a moment to express their appreciation by using this feature. It will encourage our driver partners to further elevate their service levels…”
“We are encouraging positive and constructive feedback therefore the feature has a built-in profanity filter that does not let abusive comments appear in the driver’s app” she added.
Also Read: Bolt Introduces New Offline Safety Feature for Riders
While the use of the Driver Compliments feature is optional, it adds depth to the feedback mechanism. It also provides more insights of data to the Company.
