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Feedback and Insights Hub

The feedback & insights hub provides your key driving stats along with personalized guidance to help you provide a great rider experience. Your stats reflect your last 100 rides. If you have fewer than 100 rides, your stats will reflect all your rides. To view your hub, tap ‘Feedback & Rewards’ from the main menu, then tap ‘Feedback & insights hub’.
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How to access the hub
To go to the Feedback & insights hub:
  1. Open the main menu.
  2. Tap Feedback and Rewards.
  3. Tap Feedback & insights hub.
Understanding your status banner
Your feedback & insights hub includes real time banners to give you more details of your insights based on your last 100 rides. These banners act as a personalized guide, highlighting what’s going well and where there may be room to improve.
How the banners work
The banner at the top of your hub changes based on your recent activity to help understand your service quality:
  • Celebrating your wins: When things are going great, the banner highlights 'Where you shine,' celebrating your 5-star service and consistency.
  • Identifying focus areas: If a metric falls below standard, the banner will shift to 'Areas to focus on.' Tap the banner to see personalized tips and 'Opportunities to level up' so you can remain or become eligible for premium ride types and Lyft Rewards
The 7 key metrics
We track seven areas to help you understand the full picture of your driving:
  1. Star rating: Your average rating 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 such as 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 Score: A measure of smooth braking and acceleration.
Note: Smooth Cruiser is only available in select regions.
For safety, service,  cleanliness flags, you'll see the week the feedback occurred rather than the specific ride.
Weekly recap emails
Every week, we’ll email you a summary of your service standing. These recaps help you see what you’re doing well and which areas to focus on with personalized guidance and pro tips.
Your weekly summary includes:
  • Areas to focus on: You’ll get personalized suggestions based on your last 100 rides. For example, if your cancellation rate is up, we’ll share tips on how to manage your schedule or use app features to stay on track.
  • Metric deep-dives: A breakdown of the seven key metrics—including your acceptance rate and star rating—so you know exactly where you stand.
Tips for improvement
If a metric has room for growth, it will show up in your ‘areas to focus on.’ You can select any metric to see personalized suggestions and tips based on real passenger feedback.
  • Personalized Suggestions: Tips based on real rider feedback.
  • Educational Resources: Guides on how to handle difficult situations or keep your car in top shape.
If you follow these insights, your scores can boost. Higher scores mean that you can become or remain eligible for premium ride types (like Lyft Black), maintain your Lyft Rewards access, and increase your potential for additional tip earnings.

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