At Blacklane, we want to make sure that we are providing the highest quality standard of service for guests, and our chauffeur partners are of course an essential part of this.
As such, we have a rigorous review process in place and investigate every ride not rated at the highest level by guests. We consider the feedback of our partners and guests when reviewing these rides, and compare them against our processes and expectations on what we consider the perfect ride. However, if we detect a pattern of multiple low ratings, it means there are multiple occasions where a chauffeur is not following the service standards. For this reason, we recently introduced a new quality standard policy whereby chauffeurs whose 90 day average rating is below 4.6 will be permanently removed from the platform.
The criteria for the policy can be broken down like this:
Chauffeurs whose 90 day average rating is below 4.6, provided they have received at least 10 ratings during this time, will be deactivated from the platform.
Chauffeurs who have had at least 5 rated rides with a rating too low to achieve at least 4.6 by the 10th rated ride will also be deactivated from the platform.
Chauffeurs with fewer than 5 rated rides will not be reviewed at this time and will stay on the platform.
This policy is part of Blackane’s ongoing commitment to ensuring that our service is of the highest possible standard and will be repeated on a monthly basis.
Remember, you can monitor the current rating of each chauffeur on your account by accessing the Partner Portal. For more information on ratings, please see our FAQ, and if you have questions related to Blacklane’s service standards and guidelines, please refer to our learning materials which outline how to make sure to always deliver a premium experience.
If you have any questions on the information provided above, or any other matter, please contact our Partner Support team via chat, or email us at partnersupport@blacklane.com.
