At the end of every trip, a Grab partner is given a rating between 1 to 5 stars. The DR helps Grab keep track of consumer satisfaction while maintaining high partner quality.

💡 Tip: The rating system is also a key consideration for Grab to identify and reward top performing partners!

After a trip is completed, consumers will have 72 hours to rate their experience on a scale of 1 to 5 stars. The system will then calculate your DR based on the average of your last 100 ratings. 

So, even if a previous consumer gave you a poor rating, it may not affect your overall DR significantly IF you’ve had good ratings throughout your other rides/deliveries. To check your rating, go to the profile page on your driver app.

Note: Your current rating is updated every 12 hours (twice daily) at fixed intervals. That is why changes in your rating value may not reflect the latest rating from a consumer. See ‘How is DR calculated?’ at the bottom of this page for the detailed calculations.

The average DR across all our Grab partners currently stands at 4.98. Use that as your goal and work towards it!

You may zoom into the areas of improvement that consumers have suggested for you by referring to the tips listed below. Do this, and you will be pulling your driver rating up in no time at all, especially when over 90% of rated rides are 5-star ratings!

Note: Grab monitors DR and will keep a lookout on Grab partners who are consistently rated poorly.

For driver-partners:

1. Before pick up

• Keep your vehicle clean, well-maintained and pleasant-smelling
• Dress appropriately (closed toe shoes, long pants, no singlets)
• Wear your face mask properly 

2. During pick up:

• Greet the passenger by name to avoid any confusion (“Good morning, Mr Tan. Welcome to Grab.”)
• Confirm the destination
• Remind the passenger to fasten their seat belt
• Maintain an appropriate distance with the passenger according to the social distancing norm
• Pro-tip: If you are able to, help passengers who are travelling with wheelchairs, heavy luggages or bags. Also, If you are heading to an airport, ask the passenger if they have their passport with them

3. During the ride:

• Drive safely and adhere to the speed limits
• Refrain from harsh and sudden braking
• Stay alert and do not play with your mobile phone while driving
• Ask if the air-conditioning is too hot or cold
• Avoid loud music
• Keep conversations positive and professional

4. During drop off:

• Stop at a safe and convenient location, especially if it is raining or along a busy road
• Advise on the total fare and toll fee additions (this helps avoid fare disputes)
• Remind them to take their belongings
• Thank the passenger for the ride
• Pro-tip: If you have hand sanitisers, you may offer it for the passengers to use

For delivery-partners:

1. Before delivery:

• Dress appropriately
• Look out for any notes or instructions provided by the consumer in the job request
• Wear your face mask properly throughout the delivery

2. When collecting order:

• For GrabExpress, greet the sender by name to avoid any confusion (“Good morning, Mr Tan. I am here to pick up your item.”)
• For GrabExpress, confirm the destination of the drop off point with the sender
• For GrabExpress, take a picture of the item before departing from the pick up point
• Ensure that the package or item is placed properly and upright in the bag to prevent spillage or other mishaps
• If there are delays with the food or item preparation, contact the consumer on the issue so that they are informed of the current situation

3. During the delivery:

• Adhere to the speed limits
• Stay alert and do not play with your mobile phone while on the road
• Be mindful on the road to ensure that the package maintains a good condition

4. During drop off:

• Stop at a safe and convenient location, especially if it is raining or along a busy road
• Update the consumer that you have arrived
• Greet the consumer by name to avoid any confusion (“Good morning, Mr Lee. Here is the item/food.”)
• For GrabExpress, take a picture of the item at the drop off point
• Carry out the instructions, if any, as requested by the consumer in the job request
• Perform door-to-door and contactless delivery whenever possible or when requested by the consumer
• If you are unable to perform any of the above, inform the consumer of your issue

You may also refer to our Code of Conduct and Guidelines for more pro-tips!

If you have received less than 100 ratings, the system will calculate the average based on all the ratings received in the last 3 months.

Example: Out of 7 trips that Mr. Lim completed today, only 5 gave him ratings: