Wondering how to score 5-star reviews? Look no further. Here are 10 tried-and-tested tips from your fellow Gojek driver-partners!
⭐ Tip 1: Be ready to communicate.
Whether you’re on the way to pick up the passenger or already on the road with them, don’t be afraid to communicate more to keep them updated! Here are some great ways to do so, from Ellikalakath Muhammed Azharuddin:
After accepting the trip:
Send a quick message to let the customer know that you’re on the way, with your ETA. “Along the way, if by chance I took a wrong turn or if there’s any delay in reaching the pick up address, I’ll also update the ETA.”
During the trip:
Check with the customer if they are comfortable with the temperature of the aircon in the car. “If it’s a longer trip, I will check with the customer if they want to listen to music or the radio.”
⭐ Tip 2: Be positive.
Encountered a negative experience during a ride? Take Seah Ling Wee’s advice - “think positive and be positive”. Let it go and move on to the next ride! “Once it’s over, it won’t happen again.”
⭐ Tip 3: Be helpful.
Lend a helping hand to the passenger if you can! As Valentina Tan advises, “help the passengers if they have difficulty getting into or out of the car."
She even provided some tips on how to be helpful in cases where passengers forget to wear their masks (mask-wearing is still required in taxis and private-hire cars): “Have some masks on standby for passengers who do not wear masks or have forgotten to wear their mask.” She also provides hand sanitisers for passengers and ensures that her car is clean and tidy so that the passengers can enjoy a pleasant ride.
⭐ Tip 4: Be attentive to changes.
Wrong pick up address? No problem. This tip comes from Dylan Tan - Simply get your customer’s real address and ask them to wait for you as you try to reach them quickly and safely. "Don’t cancel the trip!"
⭐ Tip 5: Don’t be picky - accept all trips!
“Don’t choose your passengers,” says Too Yao Zhong. "Instead, treat all passengers like they are your friends taking a ride with you." Accepting all trips will lead to more trips being allocated to you by our system - so it's a win-win situation!
⭐ Tip 6: Be safe.
“Always have the attitude that ‘this journey is going to be a safe and smooth one’ for every single job that you receive”, says Muhammad Izzad Bin Aman.
After all, staying safe should always be your top priority. He does this by always abiding by the traffic rules so that his passengers can get to their destinations without issues!
⭐ Tip 7: Be proactive.
As a driver, being proactive and going the extra mile with your actions could brighten your passenger’s day. A little bit can go a long way!
Here’s a tip from Goh Tian Sze: “Upon reaching the passenger’s destination, if it's raining heavily, offer to drop them off at a sheltered area, and if necessary, go into a sheltered car park.”
Even if it’s not raining, if you see that the passenger has bulky items like wheelchairs, strollers, or large shopping bags, Muhammad Hairul suggests that drivers take the initiative to open the boot to provide them with help.
⭐ Tip 8: Be open.
Keep an open mind if the passenger has a preferred route that might take you to the destination that they're familiar with. You might learn some shortcuts! After thanking the passenger for using Gojek as the mode of transport, Muhammad Hairul makes it a point to ask if they have any route in mind before driving off.
⭐ Tip 9: Be polite.
“Never bring your anger to work.” We like Yeo Eng Guan’s tip! Let’s be polite and professional with all our passengers and avoid making sensitive remarks that touches on race and religion.
As many of our driver-partners have also mentioned - remember to start the trip by greeting the passenger, and end the trip by thanking them!
⭐ Tip 10: Be considerate.
In summary, “drive the way you would like to be driven,” says Morveen K Rajagupan. Keep your car clean, neat, and tidy, and always drive safely. By considering how passengers sitting in your car will feel, you’ll be on your way to consistently scoring 5 stars in reviews from passengers!
Thanks to all our driver-partners for enthusiastically sharing their 5-star tips! Good drivers like you help to uphold the standards of the ride-hailing industry. With quality rides, more customers will make bookings, and that means more earnings for you!
🔎 Read on for even more stories of how your fellow Gojek driver-partners went the extra mile to provide 5-star service: gjk.sg/5starservice
Note: Responses have been edited slightly for clarity. Illustrations are not representative of the actual drivers.