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Feedback and Insights Hub

The Feedback & Insights Hub is your home for understanding how you’re doing on the road. It’s designed to give you more transparency into your performance and provide personalized tips to help you provide 5-star service.
Previously, you could only see basic ratings and compliments. Now, you can track specific metrics-like your acceptance rate and car cleanliness-based on your most recent 100 rides.
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How to access The Hub
You can find your personalised insights directly in the Lyft Driver app:
  1. Open the main menu.
  2. Tap Feedback and Rewards.
  3. Under your profile photo, tap Feedback & Insights Hub.
Understanding your status
At the top of your hub, you’ll see a status banner. This tells you where you stand based on a rolling average of your last 100 rides.
  • Excellent: You’re providing top-tier service! This status helps you maintain access to high-value ride types and rewards.
  • Great: You’re meeting community standards and providing a solid experience for riders.
  • At Risk: This appears if one or more of your metrics fall below our standard thresholds. If you’re at risk, tap the banner to see exactly what needs work and how to fix it before your account is impacted.
The 7 key metrics
We track seven areas to help you understand the full picture of your driving:
  1. Star Rating: Your average rating (1-5) from passengers. We still drop your lowest rating to keep things fair.
  2. Passenger Safety: Feedback related to driving safety, like distracted driving or phone usage.
  3. Customer Service: How riders rate their interaction with you (friendliness and professionalism).
  4. Car Cleanliness: Rider feedback on the interior and exterior condition of your vehicle.
  5. Acceptance Rate: The percentage of ride requests you accept.
  6. Cancellation Rate: The percentage of rides you cancel after accepting them.
  7. Smooth Cruiser: A measure of smooth braking and acceleration. Note: This is only available in select regions.
Note: To protect rider privacy, feedback is batched every five rides. For safety or cleanliness flags, you'll see the week the feedback occurred rather than the specific ride.
Weekly recap emails
Every week, we’ll send you a summary email to help you track your progress. These recaps include:
  • Focus Areas: Specific metrics that have room for improvement.
  • Performance Streaks: Highlights of when you've stayed "Excellent" for several days in a row.
  • Regional Comparisons: A look at how your service compares to other drivers in your city.
Tips for improvement
We don't just show you the data; we help you act on it. If a metric is labelled as a Focus area, tap it to see:
  • Personalized Suggestions: Tips based on real rider feedback.
  • Educational Resources: Guides on how to handle difficult situations or keep your car in top shape.
By following these insights, you can improve your service, boost your star rating, and potentially earn more in tips.

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