Reviews, Ratings and Trust
Ratings for Workers: Drivers, Riders and Freelancers
Customer ratings affect gig workers' pay and access to jobs, giving customers power and raising questions of fairness.
Ratings as a boss.
Consequences
Low ratings can lead to fewer jobs or account suspension.
Bias
Ratings can reflect customer prejudice or factors beyond the worker’s control.
Pressure
Workers strive for perfect scores, adding stress.
Reform
Calls for appeal processes and human review of decisions.
A low score
A driver's rating drops after a traffic delay he didn't cause.
Treating ratings as neutral measures of performance
Context matters.
Key takeaways
- Ratings affect income.
- Bias can enter.
- Workers face pressure.
- Appeals are needed.
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