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滴滴专车升级用户匿名评价机制 切实保障乘客权益
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Topic: 滴滴专车升级用户匿名评价机制 切实保障乘客权益 (Read 283 times)
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滴滴专车升级用户匿名评价机制 切实保障乘客权益
September 06, 2015, 10:37:57 AM
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滴滴快的宣布已经全面升级旗下滴滴专车(含快车)的用户匿名评价机制,使乘客在对司机的服务不满意时可以放心大胆地给出差评,从而更加真实地体现出专车司机的服务水平和专业素养,提高平台整体的服务质量,保证乘客的出行体验。
滴滴专车自推出以来,通过多元化的车型和优质的服务,很快获得了广大乘客用户的认可。许多司机和乘客都认为,滴滴专车之所以能够保证整体较高的服务水平,与用户评价机制密切相关。正是因为专车司机的每次服务都会有用户进行打分和评价,而司机的收入和奖励又与评分挂钩,因此许多专车司机在服务时都非常礼貌,态度热情,服务周到。
此前,滴滴专车为了让乘客可以真实地对司机服务进行评价,专门设计了用户匿名评价机制。用户在对司机做出评价后,系统会隐去用户的具体名称和电话号码的后四位号码,同时评价的时间有一定的延时,避免乘客在车上给出差评后引发司机不满导致发生冲突。
尽管如此,由于用户评价的具体时间会在司机端显示,司机还是可以从时间上找出是哪个乘客给予的差评,并从订单信息或通话记录中找到乘客的手机号。虽然滴滴专车平台对于因差评骚扰乘客的司机一旦发现立即解除合作,但仍有极少数司机在负面情绪的作用下不理智地给乘客打电话、发短信理论甚至言语冲突,造成一些乘客在给司机差评时存在较大的心理压力。
随着车辆和订单的快速发展,司机和用户相互评价机制日渐成为平台自我净化、保障服务水平的关键。为了保证乘客根据自身感受和事实,通过评价真实地反映司机的服务质量,滴滴专车从8月开始全面升级了用户匿名评价机制。用户在对司机做出评价后,司机端不会马上显示,而是会在未来一段时间内随机显示所有的评价。
除了随机显示之外,乘客的名称和联系方式均不会显示在评价中,而评价的日期也从之前的订单发生日期改为评价日期,以便更好地保护乘客的个人信息。
滴滴专车平台表示,设立用户匿名评价机制的初衷是为了最大可能地保护乘客的利益,使乘客可以没有顾虑地真实表达自己的感受,但并不代表平台会放松对司机的管理。对于因差评骚扰乘客的专车司机,平台一旦发现将马上与之解除合作,并扣除所有补贴和奖金。
此外,滴滴快的旗下的一号专车也一直有相应的用户匿名评价机制,司机只能看到一段时间内所有乘客给自己的综合评分,无法看到具体乘客的打分和评价。
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