FEEDBACK MONITORING
MYGO automatically monitors passenger feedback for keywords that may indicate a violation of the zero tolerance policy. The MYGO Trust & Safety team reviews concerning comments. If a violation of the zero tolerance policy is suspected, the driver is suspended while the Trust & Safety team conducts an investigation.
The monitoring parameters are intentionally broad to ensure that MYGO errs on the side of caution. For example, passenger feedback containing the phrase “drug store” would trigger a Trust & Safety review because the word “drug” was used.
As a result, the overwhelming majority of the monitoring alerts prove to be nonactionable.