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Uber Apologizes to the Riders for Falling Short

Aniruddha Paul
Aniruddha Paul
Writer, passionate in content development on latest technology updates. Loves to follow relevantly on social media, business, games, cultural references and all that symbolizes tech progressions. Philosophy, creation, life and freedom are his fondness.

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To the customers of Uber, the company says that it is aware of letting them down and that it is all set to improve.

The new-age taxi company confessed in the email sent to the customers of New York City on Friday that it “failed to prioritize” various stakeholders of the company. It also pointed out some of the practical changes it is making in order to renovate the workplace.

Uber further said that it is in aims to expand fast, and in this spree, the company failed to prioritize those who helped it reach its present status. The email also reads that the ultimate success of Uber can be measured by the satisfaction of their riders, drivers, and other staff or employees. On this account, they realize that they have fallen short.

It is not clear whether Uber will want to send the email to the riders of other markets. Though, a spokesperson from the company responded assertively to the request for comment.

A deafening first 6 months of 2017 saw the company facing discontent growing from all sides.

At the beginning of this year, more than 200,000 customers deleted their accounts as a reaction to the #DeleteUber movement. A former employee of Uber wrote a blog post about her experiences of gender discrimination and sexual harassment in the company. This led Uber to launch an investigation in their workplace. Travis Kalanick, the company CEO, was later caught on video as he had been arguing over pay with an Uber driver.

On Tuesday, the reports of the investigation were released by the assigned firm of the former US Attorney General, Eric Holder. The reports include a compilation of 47 wide-ranging recommendations that can revamp the culture of the company. The same day saw, Kalanick announced plans to take a leave of absence from the company for an indefinite time.

In the email note to the riders, Uber stated that there is more work left to be done. The apology note is given below:

As a company, we have faced some hard truths. In expanding so quickly, we failed to prioritize the people that helped get us here. Ultimately, the measure of our success is the satisfaction of our riders, drivers, and employees – and we realize that we have fallen short.

After a report of inexcusable workplace harassment surfaced earlier this year, our board and senior leadership took immediate action. They asked former U.S. Attorney General Eric Holder and experts from the law firm Covington & Burling to conduct a thorough investigation. After four months of review, they released their report this week, which you can read here.

Today, we are ready to embrace radical change. Uber’s board has unanimously accepted all 47 recommendations from the Covington Report and has begun to put them and others into action. We are committing ourselves to the following:

  • Increasing accountability. Accountability is not a one-time thing. We’re creating an Ethics and Culture committee to oversee our company’s and our leaders’ actions. We have also instituted a 24/7 support line so that any employee can feel safe reporting unprofessional behavior.
  • Changing leadership. An independent board chairperson will be appointed along with additional independent board seats. The first of which has been filled by Nestle’s former CFO, Wan Ling Martello. Liane Hornsey, who came on board in January as our Chief Human Resources Officer, has taken on the task of improving our workplace culture, while Frances Frei, Harvard Business School Senior Associate Dean, joined Uber as SVP of Leadership and Strategy in June.
  • Focusing on collaboration and empathy. We’re overhauling our cultural values to reward collaboration and foster a workplace that is inclusive rather than contentious. We believe empathy is not a goal in itself but one that will help us build products that put our customers’ needs first.
  • Empowering diverse perspectives. We’re committing to hiring a diverse workforce and will be appointing a Chief Diversity and Inclusion Officer to oversee new policies.

The past several months have compelled us to redefine who we are and who we want to be as a company. We are proud of our thousands of employees across the globe who are committed to serving our riders and drivers. As a group, our dedication to our mission remains strong.

There is still more work to be done, but we are confident that we are taking the first steps to becoming the company you deserve.

Your New York City Uber Team.


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