Bolt has announced the launch of a new feature on its app, called ‘Driver Compliments’. The new feature will prompt riders to give a specific, additional piece of positive feedback in addition to the star rating they assign their drivers.
This feature will enhance the feedback loop by giving drivers visibility into the positive feedback given by riders, 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. 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.
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.
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”.
“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.”
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.
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