![]() In the same way that “360 degree” evaluations are becoming part of the culture of many organisations, reciprocal feedback is becoming more common in these disruptive sectors, where the customer is no longer “king” but an equal partner. Customers are gradually understanding that the bar is being set unrealistically high, so rather than get a driver into trouble, many choose to give a 5 star rating and just move on.ĭoes this mean we all need to revise our thinking that 5 stars means exceptional, 4 very good, 3 good/OK, 2 poor and 1 very poor? Drivers may be suspended or fired if their scores are averaging 4.5 or lessĭig deeper and there is more to this than meets the eye…if you rate a driver less than 5, they actually risk being put on a watch list and may even be suspended or fired if their scores are averaging 4.5 or less. In her example, Caroline points out that most drivers get 5 star ratings and companies like Uber and Lyft argue that this is evidence that their drivers are doing an excellent job. That might seem like a strange thing to do, but I have been doing it ever since I read this fascinating article by Caroline O’Donovan at BuzzFeed, which looks at the whole issue of driver ratings in the fast growing ride-hailing sector.Īs a Learning and Development professional, it strikes me that the service industry, in their efforts to improve the user experience by proposing a quick and easy “ratings system” could in fact be disrupting the notion that good quality, accurate feedback is essential to understanding and improving performance. Here’s hoping for better days.Whenever I use an app to take a taxi in Singapore I now always give the driver a 5 star rating, no matter how good or bad the experience was. We may never be clear of the COVID virus, but the days of thousands of newly infected patients jammed into overpacked hospitals and thousands of deaths per day seem to be behind us. We have vaccines, tests, and medications to help fight the disease, and for many of us life has headed back to a semblance of normalcy. Three years, 105 million cases and 1,148,391 deaths later, COVID is still around, in variant forms. We all know what followed – two years of sheltering at home, the shutdown of non-essential businesses, bars and restaurants, schools rushing to set up remote instruction systems while kids stayed home, mask mandates, etc. ![]() Two days later the Trump administration declared a nationwide emergency, and states soon followed suit. March 11, 2020, was the day the World Health Organization officially declared COVID-19 was a pandemic. THUMBS DOWN: Today is an unhappy anniversary. Be sure to write to your legislators and to legislative leaders to voice your concerns about the need for nursing homes now and in the future. Since that is not likely to happen, we hope the committee chairs and leaders on health issues will pay attention. When they do, it would be nice if legislators would give the same attention to our state’s senior citizens as it does to the state’s sovereign nations and hold a joint session where all the state’s long-term care facilities can state their case. The organizers of the bus trip are hoping to reschedule. Nursing homes are unable to pay enough to keep nursing staff because the state ties nursing home rates to the state’s Medicaid rates, and the Legislature has not kept up with the needs of the nursing homes. ![]() We are sure their needs are many and pressing, but so are the needs of the nursing home industry in the state. It is Sovreignty Day at the Capitol, and all legislators will be in a mandatory joint session of the House and Senate so leaders of the 11 Native American nations in Minnesota can raise awareness of their issues. THUMBS DOWN: A special bus trip to the Minnesota State Capitol to lobby legislators on the crisis in nursing homes had to be canceled for Monday.
0 Comments
Leave a Reply. |