Malaysia | Mar 13, 2018: Driver-partners have told us we need to do better. We have listened and are excited to announce “Driver Forward,” a sustained, 3-month initiative as part of our commitment to make driving better for driver-partners. Driver Forward will introduce a series of changes and improvements over the next few months along three pillars: Support, Flexibility and Earnings; which was based on their feedback to us through roundtable sessions and regular engagement sessions with them.
This month, we are looking at improving our support to driver-partners. To do this, we will be introducing:
- Bahasa Malaysia language support – This will be added to our phone support channel for driver-partners. Now, when they call the hotline, they have the option to choose to between English and BM speaking agents.
- Cleaning Fees – Driver-partners will be given a RM20 compensation if they choose to clean their vehicles on their own, and will not be required to present a receipt. We are also improving cleaning fee policies so that compensation amounts are based on severity of stains or amount of cleaning required.
- Coloured Cars – The colour of the driver-partner’s car icon in the app will reflect the actual colour of their car, which riders can see from from within the app itself on the map. This helps improve the pickup experience – when riders and driver-partners can easily find each other, we’re able to trim down wait times, which is a win for everyone!
- Driver Share My Trip – Similar to the feature for riders, driver-partners can now share a live map of their location, trip status and related information with up to 5 pre-selected contacts while they’re online.
- Connect with guest riders – When riders request rides for friends and family, driver-partners will see the name of the person they will be picking up and will be able to contact them, if needed. The guest rider will receive an SMS with the driver’s name, ETA, car type, license plate and contact info.
- Ratings reminder & clearer feedback – Riders will be prompted with a ratings card in their app to rate their previous trip. When riders complete a trip, they also receive a notification to rate the recently completed trip as well. Riders will also be required to provide feedback on all trips rated 4 stars or below, so driver-partners will receive pro tips on how to provide the best service possible.
New Greenlight Hub
Besides these customer support updates, policy improvements, and product enhancements, we are also pleased to announce our new Greenlight Hub for driver-partners in Petaling Jaya!
This new support centre for driver-partners is an investment that clearly demonstrates our commitment to supporting them. At 4,600 square feet (460m²), it is twice the size of the previous facility and will be able to serve up to 1,000 driver-partners per week, including walk-ins by driver-partners who require assistance. The hub features a briefing room that will be used for introduction sessions for new driver-partners and driver-focused learning initiatives, besides also serving as a home base for driver-partners and a venue for community events. The hub will also feature space for partner vendors to present their services and offerings.
The new hub at the Axis Business Campus in Petaling Jaya operates from 10.00am to 7.00pm on Monday through Friday and 10.00am to 5.00pm on Saturdays. It is closed on Sundays and public holidays.
We’re just getting started
Nevertheless, all this is just the beginning. In the upcoming months, we aim to introduce even more feature updates which can improve the driving experience. We are committed to providing an overall improved experience for driver-partners, and we will continue to listen to their feedback to drive impactful, powerful changes that matter to them.
We would also like to thank the tens of thousands of driver-partners who choose to be on Uber’s platform: Thank you for the vital role you play in the overall Uber experience!
“Driver-partners have told us we need to do better. We have listened and are excited to announce our Driver Forward initiative, which is the outcome of our efforts to find out how we can best improve to make driving better for driver-partners. They play an instrumental role in Uber’s continued growth here in Malaysia and we look forward to earning their continued confidence in us.” – Karina Ali Noor, General Manager (Expansion), Uber Malaysia
