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Thank Your Lucky Stars : How Grab’s Star Rating Works

 

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Every Grabber has a Star Rating, and every Grabber wants to reach for the highest stars — but how does it actually work and what does it mean for you?

Q: Why have a Star Rating in the first place?

A: At the end of every trip, a Grabber is given a rating between 1 to 5 stars. The Star Rating system helps Grab keep a high standard of service that we can all be proud of. It also helps us keep track of passenger satisfaction and maintain high partner quality – key reasons why Grab is as popular as it is today!

The Star Rating system is also a key consideration for Grab to identify the top performing partners and shower them with rewards.

Q: How is it calculated?

A: After a trip is completed, your passenger will have 72 hours to rate his/her experience on a scale of 1 to 5 stars. The system will then calculate your star rating based on the average of your last 100 ratings. So, even if your last passenger gave you a poor rating, it may not affect your star rating significantly IF you’ve had overall good ratings throughout your other rides.

For a quick check of your current star rating, you may do so right in the app:

Malaysia Rating.png

Note:

Your current rating is updated twice daily at fixed intervals. That’s why changes in your rating value may not reflect the latest rating from your last passenger. See Annex A for the detailed calculations.

Q: How many stars is good enough?

A: The average Star Rating across all our Grabbers currently stands at 4.8. Use that as your target and work towards it!

Q: What happens if your star rating is below the average?

A: You may zoom into the areas of improvement that your passengers have suggested for you in the weekly feedback emails. Do this, and you will be pulling your star rating up in no time at all, especially when over 90% of passengers usually give 5-star ratings!

Q: Are there practical tips to improve your star rating?

A: The top 10% of our Grabbers enjoy consistent 5-star ratings. If you are not already there, try these helpful tips:

1. At all times:

  • Keep your vehicle clean, well-maintained and pleasant-smelling
  • Dress appropriately

2. At 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 his/her seat belt

Pro-tips:

  1. If you are able to, help passengers travelling with wheelchair, childseat, heavy luggage or bag
  2. If you’re heading to the airport, ask the passenger if he/she has their passport

3. During the trip:

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

4. At drop off:

  • Stop at a safe and convenient location, especially if it is raining or along a busy road
  • Thank the passenger for the ride
  • Remind them to take their belongings
  • Advise on the total fare and toll fee additions (this helps avoid fare disputes)

Pro-tips:

  1. If you are able to, help the passenger travelling with wheelchair, childseat, heavy luggages or bags

And that’s it! We wish you the best of luck on the road and the highest possible star rating. As you can see, getting into the top 10% is easy if you try. As for those already in the top 10%, keep up the great work!

 

Calculations of Star Rating:

Note:

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:

Star Rating Chart.png