Uber CEO Dara Khosrowshahi spent time picking up shifts as an Uber Eats delivery driver on an e-bike and an Uber driver for a spell in 2022. He bought a secondhand Tesla Model Y to ferry riders around San Francisco and made deliveries using the alias "Dave K." He did this when the company was struggling with recruitment. Khosrowshahi shared his findings at a companywide all-hands titled "Why we suck," emphasizing the importance of understanding employee experiences.
Khosrowshahi told The Wall Street Journal in April 2023 he was surprised how passengers would often discuss personal or sensitive information as if he wasn't there. This experience highlighted how customer interactions can reveal underlying issues within the service dynamics. The focus on customer satisfaction had overshadowed the experiences and needs of the drivers, which Khosrowshahi aimed to address after his firsthand observations.
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