Bolt Rolls Out ‘Driver Compliments’ Feature in Tanzania

25Jan 2024
Correspondent
Features
The Guardian
Bolt Rolls Out ‘Driver Compliments’ Feature in Tanzania

Bolt, the leading on demand mobility platform in Africa has announced the launch of a new product 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 received, 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 an at least 48 hours delay.

Munira Ruhwanya, Operations Manager for Bolt Tanzania said: “We are excited to introduce the Driver Compliments feature in response to drivers and couriers feedback on wanting more insights into their trips. Recognizing the importance of feedback, we have launched this feature to enhance the delivery of quality ride-hailing experiences to all users. This presents a wonderful opportunity for riders to express gratitude and acknowledge drivers for the thoughtful actions that contribute to a memorable and enjoyable journey. We understand that a simple five-star rating may not capture all the ways a driver enhances the experience, so now riders can directly convey their appreciation at the end of the ride.

We encourage our riders to take a moment and utilize this feature to share their positive experiences. This not only serves as a token of gratitude but also motivates our dedicated driver partners to strive for even greater excellence. To maintain a respectful environment, we've incorporated a built-in profanity filter in the feature, ensuring that only constructive and appreciative comments appear in the driver's app.”

Driver Compliments are totally optional, but could help a lot in terms of adding more depth to the feedback mechanism Bolt employs, and that might mean more useful data on the Bolt side, too.

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