Uber has announced a new rider verification feature designed to give drivers and couriers more security regarding their customers.
The rideshare company has tried to combat fraud and improve safety on its platform through a number of methods, including security check-ins, PIN verification and audio recordings of rides. But so far, most of those efforts have focused on the safety of riders, not drivers. Some drivers called on Uber to do more for them, leading to today's announcement of a new driver verification process.
For Uber customers who choose to be verified, their personal information, such as name and phone number, is checked against third-party databases to ensure there are no potential red flags. Additionally, they can choose to upload their government-issued ID to the Uber app to further verify their identity. Verified customers receive a special badge on their account that is visible to drivers before they accept ride requests.
At a safety event today in Washington, DC, Uber CEO Dara Khosrowshahi said the company had suspended about 15,000 rider accounts after they were found to be using false and inappropriate names. The changes announced today are intended to give drivers more confidence that they will not be scammed or targeted when accepting rides or delivery requests.
“We recognize that driving and delivering in today’s world has its challenges, and we want you to know that we are here to support you,” Khosrowshahi told the drivers gathered at the event.
The verification of riders is voluntary, meaning the company relies on riders' goodwill to make a meaningful impact. To that end, Uber began testing passenger verification in several cities earlier this year and has been pleased with the results: “The majority of riders” in those pilot markets were verified, and those who did “tend to give drivers 5-star ratings more often,” the company said. “Verified riders also receive fewer serious complaints from drivers.”
Uber hopes driver verification will provide another layer of protection for drivers, who are in many ways the company's core customers. While riders tend to be fickle, switching between apps based on wait time or price, drivers are more likely to stick with the platform that pays them the most. And drivers have historically felt they had no voice at Uber, frequently railing against takedown policies and demanding more reliable driver support services.
Uber itself says it is open to changes requested by drivers. In 2019, the company began deactivating drivers who consistently received bad ratings from drivers. And Uber has a list of community guidelines for drivers that detail many bad behaviors that will result in exclusion from the platform.
At the driver event, Khosrowshahi said the company is committed to maintaining an open dialogue with drivers. “Rest assured, we stand behind you and we are listening,” he said. “We are committed to improving.”