Ride Feedback

The Ride Feedback System allows customers to rate their experience and provide comments after completing a ride. This valuable data helps operators identify problem vehicles, improve service quality, and understand customer satisfaction.

Overview

After every ride ends, customers are prompted to provide feedback through the mobile app. The feedback system captures:

Star rating - 1-5 star overall experience rating
Comments - Free-form text for detailed feedback
Context - Automatic linking to the ride, vehicle, and customer

Key Benefits

Benefit	Description
Vehicle maintenance signals	Quickly identify vehicles needing repair
Customer satisfaction tracking	Monitor service quality over time
Trend analysis	Spot recurring issues across fleet or locations
Dispute resolution	Reference feedback in support tickets
Continuous improvement	Data-driven fleet optimization

How It Works

Customer Flow

Ride Ends

Customer ends ride through the app.

Feedback Prompt

App displays feedback prompt immediately after ride completion.

Star Rating

Customer selects star rating (required to submit).

Optional Comment

Customer can optionally add a written comment.

Submit

Feedback is submitted and stored with the ride.

Confirmation

App shows "Thank you" confirmation and proceeds to receipt.

Timing

The feedback prompt appears:

Immediately after ride ends
Before showing final receipt
Can be dismissed to provide later
Not available after 24 hours

Feedback Window

Customers have 24 hours to submit or update their feedback. After this window, feedback cannot be modified.

Rating System

Star Ratings

Rating	Meaning	Typical Causes
1 star	Very Poor	Major issues, breakdowns, safety concerns
2 stars	Poor	Significant problems, unpleasant experience
3 stars	Average	Minor issues, met basic expectations
4 stars	Good	Positive experience, minor improvements possible
5 stars	Excellent	Outstanding experience, no complaints

Rating Guidelines

Customers generally rate based on:

Vehicle condition and performance
App experience and ease of use
Ride smoothness and comfort
Overall value for money
Any issues encountered

Healthy Fleet Metrics

Monitor these benchmarks for a healthy operation:

Metric	Target	Warning Level
Average rating	4.0+ stars	Below 3.5
5-star percentage	60%+	Below 40%
1-2 star percentage	`<10%`	Above 20%

Track Trends

Individual ratings matter less than trends. Monitor weekly averages to spot improving or declining satisfaction over time.

Comments

Free-Form Text

Customers can provide detailed feedback in the comment field:

"The brakes felt loose and made a grinding sound.
Also, I couldn't figure out how to pause the ride."

Comments often reveal:

Specific vehicle issues not captured in ratings
App usability problems
Feature requests
Compliments for exceptional service

Character Limits

Aspect	Limit
Minimum	None (optional field)
Maximum	500 characters
Supports	Unicode, emoji, line breaks

Comment Analysis

Operators should regularly review comments for:

Specific vehicle issues - Look for vehicle numbers mentioned
Safety concerns - Prioritize and act immediately
Feature requests - Track for product roadmap
Compliments - Share with your team
Patterns - Recurring themes across multiple comments

Viewing Feedback

On the Ride Detail Page

Each ride's feedback is displayed in a dedicated section:

Star rating with visual display
Full comment text
Timestamp when submitted
Link to vehicle for follow-up action

On the Vehicle Detail Page

The vehicle page shows:

Recent feedback for that specific vehicle
Average rating calculation
Issue trend summary
Quick link to each ride with feedback

On the Customer Profile

Customer profiles display:

All feedback submitted by that customer
Their average rating given
History of comments

Operational Workflows

Daily Review Process

Morning check - Review overnight low ratings (1-2 stars)
Prioritize safety - Address any safety-related comments first
Vehicle actions - Pull problematic vehicles from service
Customer follow-up - Reach out to unhappy customers
Document issues - Log in maintenance system

Identifying Problem Vehicles

Use feedback to find vehicles needing attention:

Query Low Ratings

Filter feedback where rating is 1-2 stars.

Group by Vehicle

Identify vehicles with multiple low ratings.

Check Patterns

Look for repeated complaints (brakes, speed, etc.).

Take Action

Pull vehicle from service and schedule maintenance.

Document

Record findings in maintenance log.

Responding to Low Ratings

For 1-2 star feedback:

Review within 24 hours - Don't let issues sit
Check for safety issues - These take priority
Consider customer outreach - Offer refund or credit
Log vehicle issues - Track in maintenance system
Follow up - Verify issue was resolved

Trend Analysis

Conduct weekly or monthly reviews:

Analysis	What to Look For
Time-based	Are ratings improving or declining?
Vehicle-based	Which vehicles have lowest ratings?
Location-based	Do certain areas have more issues?
Seasonal	Are there weather-related patterns?
Correlation	Do changes in operations affect ratings?

Integration with Maintenance

Automatic Flagging

Consider implementing these automations:

Auto-flag vehicles with 2+ low ratings in a week
Alert maintenance team on common complaints
Queue vehicles for inspection based on feedback
Track issue resolution over time

Maintenance Priority Matrix

Condition	Priority	Response Time
Multiple breakdown reports	Critical	Immediate
Consistent performance complaints	High	Within 24 hours
Occasional low ratings	Medium	Weekly review
Single complaint	Low	Monitor

Customer Experience

Encouraging Feedback

Higher feedback rates provide better data. Best practices:

Keep it simple - Minimal required fields
Make it quick - Should take under 10 seconds
Show appreciation - Thank customers for feedback
Act on it - Customers feel heard when you respond

Feedback Incentives

Some operators offer:

Bonus wallet credits for feedback
Discount on next ride
Entry into prize drawings
Achievement badges in app

Incentive Caution

Be careful with incentives - they can inflate ratings. Focus on genuine feedback for accurate insights.

API Reference

Submit Feedback Endpoint

POST /api/mobile/rides/{ride_id}/feedback/

Authentication: Customer JWT required

Request Body:

{
  "rating": 4,
  "comment": "Scooter worked great, but hills were challenging."
}

Field	Type	Required	Description
`rating`	Integer	Yes	1-5 star rating
`comment`	String	No	Free-form feedback text (max 500 chars)

Response (200 OK):

{
  "ok": true,
  "message": "Feedback submitted"
}

Update Feedback

The same endpoint allows updates - uses upsert logic. If feedback exists, it's updated. This lets customers revise their rating or add comments.

Error Responses

Status	Condition
`400 Bad Request`	Invalid rating (not 1-5)
`401 Unauthorized`	Invalid or missing authentication
`404 Not Found`	Ride not found or not owned by customer
`410 Gone`	Feedback window expired (>24 hours)

Data Storage

Database Schema

Feedback is stored in the ride_feedback table:

Column	Type	Description
`id`	UUID	Primary key
`ride_uuid`	UUID	Foreign key to rides table
`customer_uuid`	UUID	Foreign key to customers table
`rating`	Integer	1-5 star rating
`comment`	Text	Free-form feedback
`created_at`	Timestamp	When feedback was submitted
`updated_at`	Timestamp	When feedback was last modified