“Delay in boarding the vehicle” and “cancellation of the trip by the passenger” are the most frequent complaints registered in Tapsi call center
Tapsi Company has published a report called “Travel Behavior of Users in Internet Taxis” in relation to cases of dissatisfaction in intra-city travel, problems in this field and how to deal with it in order to improve the interaction between passengers and drivers.
The data of this report is obtained from the sum of users’ calls to the call center and the survey at the end of each trip and includes the period of 6 months from July to December 2023.
Which behavior of passengers do drivers complain about?
“Delay in getting into the car” is the most frequent cause of dissatisfaction of Tapsi ambassadors. According to Tapsi statistics, this issue alone has included 32% of the complaints of drivers this summer and fall. The company has announced that its estimates show that about 3% of the drivers’ time is lost only by behavior such as canceling the trip on the part of the passengers. For full-time drivers, this amount means the loss of about 1 million Tomans of monthly income.
Ehsan Nasr, vice president of Tapsi operations, says about this: “It is normal for a passenger to compare the prices of different internet taxi players for a trip, but this habit of waiting even after accepting the trip by one party, hoping for a cheaper price from another company and Then canceling the driver who is on the way to our origin is wrong.
Unfortunately, “delay in getting into the car” and “cancellation of the trip by the passenger”, which are under the same title, constitute a significant part of the drivers’ discomfort. “Such an approach will have significant consequences, such as reducing the daily income of drivers and increasing the waiting time of other passengers to access Internet taxi services.”
He added: “According to our statistics, not only some passengers show up at the origin with a lot of delay, but some even cancel the trip within 5 minutes after accepting the request by the ambassador. Under these conditions, the income that the ambassador could earn by accepting a request will simply disappear, and the loss due to fuel and depreciation will be imposed on him.
Nasr emphasized: “We believe that many people, including ourselves, are not aware of the consequences of such behavior due to insufficient information about internet taxis. However, the reality is that the continuation of such behavior causes dissatisfaction of the ambassadors, reduction of available drivers in specific areas, and as a result, an increase in the waiting time of other people; Because the number of fleet ambassadors will decrease due to being on the way to another trip.
He went on to say: “These challenges led us to decide to start from ourselves to inform and create culture. “Publishing an analytical report for the first time, enumerating the day-to-day problems of urban transport based on transparent data and defining future multilateral actions, including TAPSI activities.”
In this regard, Tapsi has announced that he will soon enact laws around late cancellation of trips to prevent drivers’ rights from being violated; What is currently being implemented in other similar companies in the world. “Inappropriate behavior” is the second most frequent feedback recorded by Tapsi Ambassadors, which includes inappropriate or offensive language and language from passengers.
According to Tapsi public relations, all users of this company will receive a report at the end of the year that will reflect the ambassadors’ opinions regarding their behavior during the past year. The purpose of this report is to improve the type of interaction with drivers.
What are the most frequent reasons for passengers’ dissatisfaction with an online taxi?
In the second part of Tapsi’s report, the level of satisfaction of passengers has been investigated. According to this company, including all trips, 98% of users are completely satisfied with their travel experience and only 2% have expressed their dissatisfaction with one or more issues during the trip.
This statistic indicates “inappropriate treatment” as the most frequent dissatisfaction in the reporting period, which accounted for 26% of frequency. Due to the importance of the issue, Tapsi has reviewed the grievances registered by the call center and made the results available to the public:
Mostafa Qolizadeh, Assistant Growth Tapsi, said: “We are continuously monitoring the behavior of ambassadors with the aim of providing the best user experience.” This monitoring does not end only with facilities such as commission exemption, granting loans and becoming a partner in the company’s shares; Rather, deterrent laws have also been adopted for poor performance. Therefore, as always, we request users to report any violations to us quickly. We assure you that all comments will be carefully considered and will definitely play a significant role in improving the quality of the fleet.”
He added: “A warning, along with retraining the wrong ambassadors and blocking the user account, is the least and most reaction we have as soon as we receive a complaint from Tapsi passengers. This strictness led to 42,000 warnings in the summer and fall of this year, of which 3,700 ambassadors were permanently removed from the Tepsi fleet due to repeated inappropriate behavior or severe passenger complaints.
Of course, this is not our only action, and the experts of the Tapsi call center in the NPS Call Back team call passengers to further investigate the matter after receiving a low score. “As a conclusion, I must remind you that the mentioned cases include only 5 cases out of every thousand surveys recorded in Tapsi.”
Qolizadeh said: “We are continuously training ambassadors through communication channels. The performance of 34% of Tapsi fleet ambassadors shows a high satisfaction rate of 90% of users, which is a unique statistic. Our ambassadors will receive alerts if the level of passenger satisfaction decreases and will be temporarily banned as soon as their performance score (NPS) drops below 8.5 out of 10. Of course, after being retrained by the experts of the Tapsi call center, they will return to the fleet so that their performance will be monitored again.”
The commonality of “inappropriate treatment” as a dissatisfaction of passengers and drivers was one of the interesting points of this report, which shows the society’s lack of attention to some simple rights of each other and, of course, the weakness in continuous education.
What is certain is that in order to measure the performance of their fleet, internet taxis need to closely monitor the behavior of drivers, and in this way, the company of people in the position of the user is the most important factor. Therefore, the accurate inclusion of the level of satisfaction after each trip, along with the reasons for possible dissatisfaction, will help to improve such online services.
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