Bolt, the leading ride-hailing platform in Africa, has introduced a new way for riders to show their appreciation to drivers who go above and beyond to deliver a great service. The new feature, called ‘Driver Compliments’, allows riders to give specific, positive feedback to drivers in addition to the star rating they assign them.
According to Bolt, Driver Compliments are designed to enhance the feedback loop by giving drivers visibility into the positive feedback riders give, leading to improved driver performance and enhanced rider experience. The Driver Compliments feature will empower drivers with information to understand rider preferences better and tailor their service accordingly.
For example, if a rider leaves a compliment for a driver’s driving skills, communication, or the overall experience of the ride, the driver will get a notification in-app, taking them to the message they have collected. This will boost the driver’s confidence and motivation and help them identify their strengths and areas of improvement.
The comments will be visible only to the respective driver to maintain privacy and encourage open feedback. Also, feedback is anonymous which means drivers would not be able to identify the person who has left the message and is shared with at least 48 hours delay. This will prevent any bias or retaliation from affecting the driver-rider relationship.
Linda Ndungu, Country Manager for Bolt Kenya, said: “We are excited to launch the Driver compliments feature on our platform. 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-hailing 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. The driver compliments feature provides an additional avenue to tell your driver at the end of the ride what a great trip you had”.
She added: “We hope our riders take a moment to express their appreciation by using this feature. It will encourage our driver partners to elevate their service levels further. 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.”
It is optional to offer Driver Compliments, but the use of this feature adds more depth to the feedback mechanism Bolt employs, leading to more useful data on the Bolt side, too. To use Driver Compliments, riders need to follow these simple steps:
- After completing a trip, rate the driver with a star rating from 1 to 5.
- If the rating is 4 or 5 stars, a list of compliments will appear on the screen, such as ‘Great driving’, ‘Friendly’, ‘Clean car’, etc.
- Select one or more compliments that best describe the driver’s service.
- Tap on ‘Submit’ to send the feedback to the driver.
The Driver Compliments feature is now available on the Bolt app for both Android and iOS users. Download the app today and start rewarding your drivers with compliments!
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