We want the FREENOW experience to be comfortable, safe, and enjoyable for everyone involved. Passengers will have the opportunity to leave a rating and a comment about their past trips.
To jump straight to a particular section, please click on one of the titles below:
- How can I see my current rating?
- How does a passenger rating my trip work?
- How does my overall rating work?
- Why are ratings important?
To review your current rating, and comments left by passengers, please follow the steps below:
- Open the FREENOW Driver app and click the three-lined menu bar in the top right-hand corner
- Click 'Statistics' (Image 1)
- Click 'Ratings' (Image 2)
- Here you will see your rating. This rating is an averaged figure from your last 100 ratings. (Image 3)
Please note: Comments are always anonymous.
At the end of each trip, the passenger can rate both you and your vehicle from 1 to 5 stars. We encourage passengers to provide ratings that reflect their overall trip experience. Additional comments they leave can range from how well they feel you navigated the route to the state of your vehicle and their ability to communicate with you. A 5 Star rating is the highest rating a driver can receive.
Your overall rating is the average of individual ratings provided by passengers on your 100 or fewer most recent trips. New drivers start with a perfect rating of 5, which will often fluctuate until you've completed at least 50-100 rated journeys since there are fewer rated trips available to average together. As your number of rated trips grows, changes in your rating will be smaller. Cancelled rides and unaccepted requests do not affect your overall rating, as the average can only include trips that were rated by the passenger. If they do not leave a rating, that trip will not count into your overall score. However, please note that passengers can leave a rating anytime before they request a new ride, meaning that you may see your rating change on days when you have not completed any trips.
Why are ratings important?
Passenger ratings help us improve the FREENOW experience for everyone on the network. To ensure a high-quality experience every time a passenger requests a ride, drivers with consistently low ratings will risk being deactivated from the FREENOW platform.
If you have any further questions regarding driver ratings, feel free to reach out to our Driver Care Team directly. They'll be happy to help!