Ride Feedback System

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.

Star Rating

Customer selects star rating (required).

Optional Comment

Customer optionally adds comment.

Submit

Feedback is submitted and stored.

Confirmation

App shows "Thank you" confirmation.

Timing

The feedback prompt appears:

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

Rating System

Star Ratings

Rating	Meaning
1 star	Very Poor
2 stars	Poor
3 stars	Average
4 stars	Good
5 stars	Excellent

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

Metric	Target
Average rating	4.0+ stars
5-star percentage	60%+
1-2 star percentage	`<10%`

Track Trends

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

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."

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 (quote vehicle number)
Safety concerns requiring immediate action
Feature requests for app improvements
Compliments to share with team
Trends across multiple comments

API Endpoint

Submit Feedback

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

Authentication: Customer JWT required

Request Body:

{
  "rating": 4,
  "comment": "Scooter seemed underpowered on hills, but otherwise good experience."
}

Field	Type	Required	Description
`rating`	Integer	Yes	1-5 star rating
`comment`	String	No	Free-form feedback text

Response (200 OK):

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

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

Update Feedback

The same endpoint can be called again to update existing feedback. The system uses upsert logic - if feedback already exists for the ride, it will be updated rather than rejected.

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

This allows customers to change their rating or add/modify comments after initial submission.

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

Data Relationships

Each feedback record is linked to:

Ride - For context (duration, distance, pricing, vehicle)
Customer - For customer satisfaction tracking

Through the ride, feedback can be associated with:

Vehicle - For maintenance and quality tracking
Subaccount - For multi-location reporting

Dashboard Access

Viewing Feedback

Feedback can be viewed in several places:

Ride Detail Page:

Shows rating, and comment
Displayed in dedicated Feedback section
Links to vehicle for maintenance action

Vehicle Detail Page:

List of recent feedback for that vehicle
Average rating calculation
Issue trend summary

Customer Profile:

Feedback history for all customer rides
Average satisfaction rating

Feedback Reports

Analytics dashboards may include:

Average rating over time
Rating distribution (bar chart)
Low-rating trends by vehicle
Low-rating trends by time of day/week

Operational Workflows

Identifying Problem Vehicles

Use feedback to find vehicles needing attention:

Query low-rated rides:
- Filter feedback where rating ≤ 2
- Group by vehicle
- Identify vehicles with multiple low ratings
Check patterns:
- Vehicles with repeated complaints
- Vehicles mentioned in comments
- Vehicles with declining ratings
Take action:
- Pull vehicle from service
- Schedule maintenance
- Update vehicle status
- Document in maintenance log

Responding to Feedback

For low ratings (1-2 stars):

Review within 24 hours
Check for safety issues (prioritize)
Consider customer outreach (refund, apology)
Log vehicle issues in maintenance system
Update customer record if needed

Trend Analysis

Weekly or monthly reviews:

Compare average ratings across time periods
Identify improving or declining trends
Correlate with operational changes
Report to management

Integration with Maintenance

Automatic Flagging

Consider implementing:

Auto-flag vehicles with 2+ low ratings in a week
Alert on common complaints
Notify maintenance team of trends
Queue vehicles for inspection

Maintenance Priority

Use feedback to prioritize repairs:

Condition	Priority
Multiple breakdown reports	Critical - immediate
Consistent performance complaints	High - within 24h
Occasional low ratings	Medium - weekly review
Single complaint	Low - monitor