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Uber collects real-time feedback with CSAT

Uber, the global ride-hailing giant, has seamlessly woven real-time CSAT prompts into the post-ride experience to continuously monitor quality and user sentiment. The moment a ride concludes, users are instantly prompted to rate their driver on a 1–5 star scale with optional tags like “Clean Car” or “Safe Driving” and a text box to leave detailed feedback if desired. It’s quick, familiar, and requires almost no thought, making it effortless for riders to share their experience while it’s still fresh.

Instead of relying on follow-up emails or infrequent surveys, Uber keeps feedback capture tightly integrated within the ride flow itself. The prompt appears just as the ride ends, when riders are still in the app confirming the fare or booking their next trip. This timing ensures high response rates, accurate insights, and actionable signals for Uber’s platform to continuously improve service quality, reward top drivers, and address issues in real time.

Why It Feels Effortless

The feedback prompt leverages familiar UX patterns star ratings, quick-select tags, and optional comments to make the process feel intuitive and non-intrusive. Because it appears while the user is still engaged and in context, it doesn’t interrupt or delay the next action.

The flow is optimized for speed: just one tap is enough to share a meaningful signal. Behind the scenes, this data powers real-time interventions, such as flagging poor service, auto-sending apologies, or adding praise to a driver’s profile. By embedding CSAT within the natural rhythm of the ride experience, Uber turns a simple tap into a feedback loop that drives platform trust, safety, and satisfaction all without asking users to do anything extra