In an email sent to riders in New York City on Friday, the new-age taxi company "failed to prioritize" its various stakeholders. And it laid out some of the "radical" changes it's making to revamp its workplace.
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Uber emailed former riders to tell them, 'We have fallen short'
Uber is acknowledging making mistakes, chalking them up to growing too quickly and failing "to prioritize the people that helped get us here."
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"In expanding so quickly, we failed to prioritize the people that helped get us here," Uber said in the email. "Ultimately, the measure of our success is the satisfaction of our riders, drivers, and employees — and we realize that we have fallen short."
The email was sent to Uber customers in several of its markets who hadn't taken rides recently, according a person familiar with the situation.
The move is likely a bid to win back riders after a tumultuous first half of 2017.
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The year kicked off with more than 200,000 customers deleting their account in reaction to the #DeleteUber movement. After a former employee wrote a blog post detailing the sexual harassment and gender bias she allegedly experienced at the company, Uber launched an investigation into its workplace. Later, company CEO Travis Kalanick was caught on video arguing with an Uber driver over pay.
On Tuesday, the crises came to a head when former US Attorney General Eric Holder and his firm released the results of their investigation — a set of 47 wide-ranging recommendations meant to overhaul the company's culture. On the same day, Kalanick, announced plans to take and indefinite leave of absence from the company.
In its note to riders, Uber acknowledged there's more work to be done. Here's its full apology to customers:
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