Since Uber Freight released its facility ratings app feature last year, it has collected more than 500,000 ratings and over 115,000 reviews, and the company said the data is helping shippers address delays and other problems at shipping and receiving facilities that make driver experiences there unpleasant.
In its second Facility Insights Report, issued in January, it reported that drivers left the highest ratings when picking up and delivering on Sunday mornings. With an average rating of 4.46, pickups rated highest from midnight to 4 a.m. Deliveries had the highest average rating from 4 to 8 a.m., at 4.39.
Late afternoon and evenings were the worst time for ratings. From 4 p.m. to midnight on weekdays, the average facility rating for pickups was 4.22. For deliveries during this time window, the average rating was 3.99.
By far, wait time is the biggest factor in a facility’s rating, according to the report.
Weekday mornings showed the highest average wait times for pickups but some of the lowest for deliveries. Pickup wait times on weekdays from midnight to 8 a.m. ranged from 189 to 269 minutes. From 4 a.m. to noon, average delivery wait times ranged from 68 to 89 minutes.
Beyond Wait Time
However, Uber said, two additional themes emerged: treating drivers well and providing the right amenities. “Exhibiting respect and help during pickups and deliveries is an important consideration for driver and carrier favorability,” it advises shippers. “Clear communications and a bit of friendliness can go a long way.”
As far as amenities, restroom availability – especially for female – tops the list. Other niceties, such as vending machines and overnight parking, are also highly valued.
“We see shippers fostering stronger working relationships with carriers through shorter wait times and better facility amenities,” Uber said in a blog post about the latest report. “This, in turn, leads to carriers giving higher ratings, which leads to faster bookings, more return carriers, and lower accessorial costs.”
For instance, Uber Freight recently partnered with electronics giant LG to identify and improve lagging operations at one of its busiest facilities. Using facility ratings data from the Uber Freight platform, LG was able to cut wait times by over an hour, resulting in an average rating increase from 3.7 to 4.3, according to Uber.
New Facility Ratings Features
To continue improving the facility experience, Uber said it is rolling out some new app features:
- Wait times: Estimated wait times for facilities included directly in facility detail pages so drivers have all the information they need to schedule and book loads with confidence.
- Maps: More detailed information on entrance locations at facilities to make the load drop-off experience more streamlined.
- Quick reviews: Additional feedback options to diversify and streamline facility ratings and reviews, leading to more accurate information for drivers and more robust data for shippers.