It is Uber’s fault I’m afraid. If a driver’s rating drops below something like 4.2 they are marked for ‘retraining’ and face the possibility of being bumped from the platform.
It’s ridiculous to create a rating system where everyone is so scared of the consequences of being rated less than perfect the participants are all afforded top marks for everything. You may as well not have a rating system at all.
There is a middle ground - refuse to give feedback. I consider that a “neutral” feedback. and on ebay tend to either give full marks or no feedback at all. That way I don’t ruin anyone’s life yet sort of express my mild displeasure.
that is how bunq do it…much nicer than 5 stars
I had a garage recently give me a receipt with a note stapled on saying their head office regarded anything less than a 5/5 as a fail!
It makes a joke of the whole idea of rating people.
An honest 8 out of 10 is better than 5 stars for bog standard service
My Volvo dealer does this. To be fair though, their service has always been spectacularly excellent. I’ve never known a franchised car dealer as good as this one.
Ironically, a fact which can never be reflected in its warped feedback criteria.
Sounds a bit like FD
I’d back FD with 5 stars. They’ve never asked to rate them after any conversation. I give them 5 stars on the app. The app isn’t super bells and whistles, but it’s very clean, easy to use and just works for me.
They have been top of any customer service chart you care to look at for the past 10 years plus. Not bad going I’d say. Every single time I’ve called them they have exceeded my expectations and are always extremely helpful. I’d not switch to anyone else at this stage. Monzo and Starling as they develop may encourage me to switch, but that’ll depend on what features they introduce. Cashback, save the change and savings pots, if these were offered by Monzo I’d look to switch, and if the customer service was still great as they scale up.
It’s a tough market with some decent banks offering good products. Monzo will need to have a good USP to encourage people to switch. I genuinely can’t wait to see what services Monzo include going forward.
Monzo don’t actually plan to offer many services. Their plan is to have a marketplace offering services thru ³rd parties.
I’m sure there was talk on a different post of cashback and save the change being considered directly by Monzo. I guess it’ll be wait and see.
I’m not sure how the marketplace will work for companies to make money from savings. The only way to get people to get any savings will be to offer top interest rates, but by the time the provider and Monzo take their cut, what’s left profit wise?
I’d like to see a credit card by Monzo, or branded card by them through a 3rd party. Interesting times ahead.
Yes there was, hence my saying ‘many services’ rather than any ‘services’
Here is a link to the cashback thread
And we all know that the Atom CEO (team) used to be part of the FD team.
Am I also rght in saying that a certain member of the senior management team within Monzo came across from Starling.
It’s a very close network and I’m sure with that we may see some similarities across the piece when it comes to the good idea club
FD is a brilliant telephone bank but if they haven’t asked their loyal customers for feedback where does the high ranking come from?
As you stated that you have never been asked I was just wondering how the stats where formulated.
I am an ex FD customer and was a customer when they first appeared on the market 
so I have a little experience of what they do
I’ve not been asked directly for feedback, but I guess others have in various surveys etc.
If given the opportunity I’d always give them a great score, as they have served me well when I’ve needed them.
I guess the secret to a good bank is how much you don’t need to contact them. I’ve called them maybe once a year on average. Mostly due to human error (my own!), their app is absolutely fine for what I need. It had a major update about 6 months ago which was really needed and is great now, and their internet pages allow you to do just about everything else. It’s still no frills, but just works. You can add 3rd party frills (chip, oval) if you like which does me just fine
So for me, they are the ones to beat.
I didn’t know this. She’s missed it off her curriculum vitae
Handelsbanken UK are IMHO even better than FD and (though you can opt out) they have an independent market research organization ring customers once a year and ask them dozens of questions about the bank and also freely give the opportunity for other comments (which many other surveys don’t). It is only by knowing your customer you can be best.
I don’t think RBS asked me what I thought once in decades.
I was extremely close to moving from FD to Handelsbanken a few years ago. I only read great things about them.
I do apologise and stand corrected
I was getting confused with Atom bank when talking about the senior management board
Another bank that I tried and waited for things to happen which unfortunately still hasn’t come to fruition
Sorry guys for given the wrong names
You are correct. Tom left Starling to co-found Monzo
Yes I’ve seen good things about them.
When I made an enquiry with my local branch about a year ago they were quite sniffy and quoted £40 a month for their services!!!
At this point they had no idea is I had a £1 or £50k looking to bank with them. I was a bit put off. I’m not sure they are interested in the regular current account customer. I got the feeling they were after high net worth or business customers only.
How was your initial contact, and if you can get regular banking with them I might try again. I’m not high net worth by any means. Average salary with some savings.
I have never paid a regular tariff of charges with RBS or Handelsbanken. I have always negotiated with my account managers for a better deal. While RBS start with a national plan and perhaps tweak it on a per customer basis I understand Handelsbanken branches are pretty autonomous when it comes to decision making on loans and charges etc. I don’t think they are High Net Worth in the same way as Coutt’s but have a mix of customers predominately Medium Net Worth, perhaps akin to Messrs Drummonds bankers (Drummonds Bank being part of RBS). However I am sure now Handelsbanken Wealth Management is part of their group (following a takeover of Heartwood) there may have been an increase in HNW customers. As a bank their main focus on profit is from effective operation and reducing costs rather than screwing customers for high charges. An example is RBS used to charge me £20 for a SEPA payment but Handelsbanken charge 20p for the same thing.
My initial contact was a positive one. I needed to open an account quickly between Christmas and New Year. My existing bankers would not open one and give me an account number and sort code without me filling in a form and them checking my ID (Little Britain “computer says no” comes to mind) Handelsbanken kindly gave me a sort code and account number to provide my new employer the day before I left on a holiday and on my return from holiday I presented my ID at which point they activated my account fully. It is that sort of customer focus that stands out for me.
What’s wrong with getting rid of drivers who score too badly? I always rate my Uber drivers honestly and I’ve never had a reason to give one less than 5/5, presumably because drivers who rate lower get kicked off. Why shouldn’t people be able to use a platform knowing they’ll only interact with good providers?