Summary of The Rating Game

How Uber and Its Peers Turned Us into Horrible Bosses

The Verge,

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The Rating Game  summary
Customer ratings are the performance indicator of choice for many companies. Workers’ livelihoods are in your hands.


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Companies prompt consumers to rate their services all the time, but do users take the opportunity as seriously as they should? Customer feedback is the cheapest, easiest way for businesses to regulate a large number of contractors. It’s no surprise that more industries are following suit, making customers the new bosses. This can be unfair to workers, whose customers often rate them on things the workers can’t control. Journalist Josh Dzieza suggests ways to build a fairer system for everyone. getAbstract recommends his analysis to independent contractors, customer service staff and managers working with rating systems.

In this summary, you will learn

  • Why an increasing number of companies are adopting customer ratings as a form of employee regulation,
  • How unfair ratings systems disadvantage workers and
  • How companies could make their ratings systems fairer.


An increasing number of industries encourage customers to rate their services and products. Ratings provide a way to constantly monitor and control worker performance, which some people believe rivals government regulation. Apps make it easy for customers to give feedback. Many managers take ratings...
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About the Author

Josh Dzieza is a journalist and editor at The Verge. He writes about science, the environment and technology.

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