The Uber and yellow taxi debates have been on the national agenda for a while. These debates are not unique to us; similar discussions have taken place in other countries as well. As the traditional taxi industry lagged behind the times, the new travel experience offered by Uber resonated with consumers.
The story of Uber, which operates in more than 600 cities worldwide, begins with Travis Kalanick and Garrett Camp’s inability to find a taxi on a snowy Paris evening in 2008. Developing a technology-driven solution for people to travel easily, the two partners founded UberCab in 2009.
From Silicon Valley to the whole world
Uber first launched in 2010 in San Francisco, right next to Silicon Valley. Uber, which uses technology for a new travel experience, does not have any vehicles registered under its own name. The company offers a platform that brings drivers and passengers together as partners. Uber brings passengers and drivers together through mobile apps, and the entire flow is handled through the app.
Uber experience
The platform, which works through a mobile app, offers a new travel experience. Simply select the point you want to go to on the app and tap the button to request the nearest vehicle. You can track the location of the vehicle you have requested through the app. You can see your travel route, the fee you will pay in the app and make the payment easily through the app.
Two-way feedback
At the end of each trip, passengers rate the driver out of 5 stars. Likewise, the driver rates the passenger out of 5 stars. Uber collects feedback from both passengers and drivers. Collecting two-way feedback is one of the important details in the company’s business model. The app also offers tips for drivers to get higher ratings from passenger feedback.
5 star rating
With an average of 1 million trips per day, Uber uses a 5-star rating system and aims for a 5-star travel experience for all passengers and drivers. For all scores below 5 stars, it asks questions. Passengers’ options include options such as the vehicle was dirty, the driver took a different route, while the driver’s options include being kept waiting, choosing a different route, etc.
Drivers and passengers with low scores receive warnings or their accounts are suspended and their use of Uber is suspended.
NPS and different surveys
Uber uses different surveys in addition to the 5-star rating. For example, feedback is collected for Uber’s development in surveys specially prepared for high-scoring drivers. The company collects feedback at every point of touch with its brand and improves the service it offers. The company also uses NPS® (Net Promoter Score) measurement.
Intense competition
Uber is no longer alone in pioneering this new travel experience. Many companies similar to Uber have been established. Uber’s most aggressive competitor in the US is Lyft, in which Google is also an investor. Apart from yellow taxis, Uber has local competitors in many other countries. Their business models are almost a copy of Uber. Uber needs to keep drivers on its platform in addition to passengers.
The only way to differentiate in this intense competitive environment is through customer experience. Uber listens to its customers and business partners very well and tries to improve the experience it offers by constantly collecting feedback from them. Dozens of new features such as Lost & Found, Uber’s recently announced lost and found service for items forgotten in vehicles, Uber Health, a health service developed for the transfer of patients to health centers, UberPOOL, a shared car service for those who want to travel inexpensively, and Uber Eats, a food service, were developed as a result of customer feedback.
Start now
Even if you have an innovative business model like Uber, there is no escape from competition, and customer experience is of critical importance in today’s highly competitive world. Without listening to your customers and knowing what they think about your business, it is not possible to get ahead of the competition. Meet Wiseback to manage the customer experience of your business. Manage customer experiences wisely with Wiseback.
