Service Recovery Redefined

Hellopeter,<br> I would like to commend Uber for a super commitment to customer satisfaction. I booked a can to transport my daughter to a destination that is 20-25km from our home. The driver took an hour to find the address, as a result I was charged a lot of money. <br> When I was asked to rate the service, I gave him a single Star. Possibly an hour or so afterwards, I received an email from a concerned Uber Manager, requesting for details, which I provided. They investigated and was established that there was an issue with the GPS, and they offered to charge me what a rate of that distance and time would cost, to which I agreed. They refunded me the difference without delay. <br> <br> I was pleasantly surprised at the response from the Manager, when most service organizations are quite happy to slap you with an auto response and would be lucky to get a call or written response to your feedback.<br> The refund is not what I expected - the attention to my discontent was sufficient. So when they took it upon themselves to adjust the charge - I was delighted!<br> <br> I am not only going to continue using Uber, I have been advocating since that experience 2 weeks ago.<br> <br> Thank you for this experience