Snapp Reports 0.4% of Drivers Deactivated Permanently Based on Passenger Feedback
Snapp has announced that in 2023, the FARAJA Police, based on the criminal and judicial records of 1,069,764 applicants, did not approve 6,430 individuals for the responsibility of passenger transport within the Snapp fleet. Additionally, 0.4% of active driver-users have been permanently deactivated and barred from operating in the Snapp network based on passenger feedback and reports.
According to Snapp’s public relations report, in 2023, out of more than one million applicants, over 6,000 were disqualified by FARAJA Police. Furthermore, 0.4% of active driver-users were permanently deactivated based on feedback and reports from passengers.
Currently, the registration process for joining the Snapp fleet involves three stages: recruitment, training, and identity verification. In the identity verification stage, a Snapp team cross-checks all documents of the individual and the vehicle, and if the documents match and are accurate, the verification process begins with sending the applicant’s information to the FARAJA Police.
The FARAJA Police reviews the applicants’ criminal and judicial backgrounds and disqualifies those with significant criminal records or actions unsuitable for passenger transport. Previously, the verification process involved obtaining a criminal record certificate at the applicant’s expense, which was both costly and lacked sufficient accuracy. Under the current process, all related costs are covered by Snapp.
Thus, all driver-users active in the Snapp fleet have a FARAJA Police certificate of approval, and this process is repeated every six months for active drivers. Snapp does not intervene in the background checks of applicants.
After the FARAJA Police approves the driver’s qualifications, Snapp conducts a comprehensive training course for them. The aim of this training is to prepare drivers to provide services and create safer trips for themselves and passengers. Snapp also continuously monitors driver performance based on passenger feedback and reports.
Psychological Testing to Enhance Driver Well-being
Since 2021, Snapp has collaborated with SnappDoctor to design and implement a psychological assessment test to enhance the mental health and well-being of drivers.
Monthly performance scores and support reports are reviewed, and a “Performance Assessment Test” comprising 64 questions is sent to drivers via SMS. They have three days to respond to the questions. Based on the results, free counseling is available for drivers who score poorly.
According to Snapp’s report for 2023, out of 3.3 million active drivers, 58,500 were temporarily deactivated due to passenger dissatisfaction with their behavior and were referred for this psychological test. The total cost of these tests, covered by Snapp, was 117000 dollar in 2023.
On average, from the beginning of 2024 to date, about 0.05% of drivers have been deactivated monthly due to discrepancies between the driver and vehicle reports.
When Are Active Drivers Deactivated?
If a driver’s average rating falls below 4.2 out of 5, they are given a warning and required to undergo necessary training. If the driver does not improve their rating within the following month, they are automatically deactivated for a specified period by Snapp and must attend training classes to resume their activity. According to Snapp’s report, 0.4% of drivers in 2023 were permanently deactivated based on passenger surveys and feedback.
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