Can we continue to forgive Uber?
Uber has been under publicly scrutiny more than ever for most of this year: they've had an inappropriate company culture, recent changes in upper management, a concealed security breach, the City of London revoked their license to operate in the city, they've suffered a net loss in the third quarter of 2017, and now it is claimed their drivers are working excessively long hours!
So, for an innovative company renowned for being an agitator, a disrupter, an act-first-ask-questions-later type of business, when does the public say “enough is enough”?
Governments legislate, customers expect it...
As app-based technology becomes part of our everyday lives, our expectations and assumptions continue to influence our daily selections and preferred suppliers. We’ll go with whomever is available now, and who gives us the best, most recent experience. From my perspective..if Uber let me down with my ride home, I may not choose them to deliver my next meal – I am that fickle! In fact, I may only need one more lengthy delay on my snack delivery, or receive another now-cold hot meal…or my personal favourite…a shaken-by-bicycle messed up meal, to make me change to another home delivery provider.
Uber’s new CEO, Dara Khosrowshahi, will do his best to get the company back in favour. They've signed up to the International Association of Public Transport (whose membership includes Transport for London), they're forcing drivers to take breaks after 12 hours on the road, (hopefully) they've now got better data security, and (hopefully) we'll see better disclosure to regulators.
...TikForce delivers it
But assuring the ride-sharing public, or the home delivery public, about Uber’s safety and security compliance will go a long way to repairing their waning reputation.
TikForce would love to talk to Uber about verifying all their drivers’ and delivery couriers’ identities and credentials – driving, right to work, fit for purpose.
UberEATS launches in Perth (26/10/2016)
UberEATS is a new standalone app within Uber which has finally been launched in Perth, allowing users to order food from their favourite restaurants.
You don’t however need to be an Uber driver to become an UberEATS driver. Is this a good thing or bad thing though? Considering the only pre-requisites are…
· You must be at least 19 years’ old;
· Have a driver’s license, regular insurance and proof of vehicle registration;
· Only need 1 year of driving experience.
In articles published at the time of launch, it is evident that Uber is asking for a lot of trust from the restaurants and even the customers who use UberEATS. The restaurant is no longer responsible for the appearance of the food when it arrives; the way it has been handled and transported is outside of their control. Yet Uber is only the facilitator, the enabler, that is getting your food from point A to point B. So, who is responsible for the quality?
Not only that, but a common issue I have read about from Reddit users, is that food is not being delivered specifically to people’s doors. Some UberEATS drivers are refusing to take the orders to the door and are waiting for people on the curb. Reddit user Nebarik posted:
“I have a feeling Uber just told Uber drivers to pick up food and forgot to mention how to actually deliver it." - Reddit user
The thing is, if you are paying for a delivery service, should the food be correctly delivered to your door? Do you expect the delivery driver to have received some sort of instruction on food delivery? Or is this a safety issue, with such low requirements to become an UberEATS driver, are the risks to consumers becoming just too high?
Do you think UberEATS should implement a screening process when hiring new drivers that incorporates police checks?