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Survey Highlights Drivers’ Problems With Uber App

Published on Feb 26, 2021 at 7:59 am in News.

In October 2020, Uber released a survey to all drivers in the United States who used the app throughout the year. Nearly 100,000 drivers responded, displaying a number of issues that drivers have with the app and how the company operates.

The survey was released prior to the passing of Proposition 22, which kept gig economy workers as contractors in California. Proposition 22 was the most expensive ballot campaign in state history. The passing of it ruled that drivers do not need to be considered employees by companies like Uber and Lyft—which means the companies do not need to provide benefits like health insurance and paid time off.

The survey results were released to drivers via email on February 24, 2021. To collect and organize the data, Uber worked with third-party data analytics firm Qualtrics. Overall, the data showed drivers are dissatisfied with pay and support.

Twenty percent of respondents mentioned being dissatisfied with driving or delivery for Uber or Uber Eats. The top issue was the “dependability of earnings,” which includes fluctuating rates and fees, as well as fewer promotions and incentives. In addition to that, 15 percent of drivers said they were unhappy with the app, noting it to be “glitchy or buggy.” Also, 19% of drivers noted Uber’s responsiveness to feedback is poor. As a result, Uber has promised to hold a virtual town hall to go over the survey results and discuss the actions the company has planned to improve drivers’ experiences.

In regard to the COVID-19 pandemic, more than 40 percent of drivers said they are concerned about their physical wellness. In an effort to convey this message to the company, driver from Uber and Lyft recently rallied in front of Uber headquarters in San Francisco, demanding compensation for cleaning supplies and the time spent cleaning cars during the pandemic.

While the majority of the survey highlighted areas where drivers believe Uber falls short, 70% said Uber has done enough, or more than enough, to support drivers through the pandemic. Millions of masks and hand sanitizer bottles have been distributed to drivers.

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