Shanghai 2020, April 3 / PRNewswire / – The world’s leading consumer insight and market research firm J.D. Power (Jun Di) recently held a J.D. Power 2020 China Network about car quality study online seminars. At the meeting, Lin Pei, director of digital product experience J.D. Power in China on the current status of the network about the car market, problems and solutions are in-depth analysis, and network services around the car and driver services platform put forward a four-point proposal. The following article contents according to Fehling, curated speech.
In the recent past, affected by the epidemic, network users about car travel demand plummeted, life stress and aggravate drivers platforms operating costs. In such a grim situation, the network platform about cars accordingly taken a lot of response measures, such as disinfecting vehicles a day in the car marked epidemic prevention Tips and so on. It also brought a lot of inspiration to each network about car platform – to enhance the quality of service is not easy, but from sustained improvements. These special period accumulated experience should translate into standardized service processes, in the long run continue to do so.
As the epidemic improves, companies have resumed. When the travel market recovers, will be re-allocated share of the market, only the strong anti-risk capability and the service is good business to be able to seize the opportunity to get more customers.
In addition, we should also reflect short board business model in a crisis. Many service industries have standard self-help methods, such as food and beverage industry can make up part of the loss by takeaway. Similarly, diversification may be the development direction of networks around the car, diversified development strategy is the use of well-known Uber, in addition to unmanned, it is take-away, logistics and financial services also layout.
exams this epidemic, highlighting the importance of travel service platform refined operation and quality of service. China Network about car quality study recently released by J.D. Power display, network about the car industry as a whole PP100 (per hundred the number of users complain) high, as high as the industry average of 575 PP100, ie each user an average of 5.75 problems complain. Among them, limousine service (486 PP100) was generally better than non-car services (692 PP100). Overall, the quality of service network around the car industry are to be improved.
study covering the ten main drift on the marketAbout car brands. Studies show brand level: in the course of a cab, the Shenzhou car, drops of travel, travel Cao Cao’s performance is better, ahead of the industry average. In the course of the car, riding experience, order management, payment and other services sectors, B2C type of car brands, especially enterprises to invest in car travel service brand was generally good, such as Qi travel, T3 travel, enjoy the road trip, Cao Cao travel and so on. Number
about car service network service quality of all aspects of the issue
users complain focused on two aspects of the “service platform” and “chauffeur service.” Whether it be “platform services” or “service driver”, the most problematic aspects are the first link, the “Taxi” and “get on the process.” This finding confirms the golden rule services industry – never get a second chance to customers to build first impression. In this regard, J.D. Power proposed the following four criteria about car service network.
First, grasp the prime time, high user retention
“sometimes called less than a car, there is no prompt page, we will continue to add tips, hope to have incentives to passengers relative breaks, so that passengers feel at ease waiting for. “
If the orders from the drivers and passengers of more than 10 minutes away, 50 percentage of users will choose cancel the order
as to the timeliness demanding type of service, “punctual” and “efficiency” is critical for network users about car platform retained. Research data show that, if the orders response time over 5 minutes, 41 percentage of users will choose to cancel the order or change the platform called the car; if orders from drivers and passengers of more than 10 minutes away, and 50 percent users the option to cancel the order. “Golden five minutes” and “golden ten minutes” is to prevent the loss of important customer point of time.
on the net about car platform, this problem concentrated in the “efficiency” and “high customer retention rate” in two ways. The key to efficiency is to optimize the efficiency of the platform, by improving the status updates and real-time traffic prediction algorithm time arrives, giving users the most accurate information when long waiting position and wait. At the same time, “it will be up to five minutes” may be used as KPI assessment indicators chauffeur services toImprove the overall efficiency of the service.
focus on maintaining high customer retention rate is to put yourselves in the position of the user for their sake. For example, when by objective factors such as weather or traffic restrictions, network platform can provide advice about cars other travel modes and references, because the user needs most is to complete the travel destination. Client retention means more than just the completion of a single transaction, but also means that the platform allows customers to maintain long-term stickiness. Sincerely customer perspective to travel results-oriented solution for customers traveling in fear, in order to maintain high customer retention rates.
Second, the business lies in the honesty, profit lies in the letter
“Sometimes software displays I have around the vehicle, but did not send a single time in the vicinity of a driver pick me up single, but is farther away from my orders a driver, leading to pick-up time becomes longer, more waste my time. “
vehicle actually reaches the point on the train later than the estimated time for how long?
study, 36 percent when the user indicates a single APP see displayed nearby vehicle has hit car; over five percent of the vehicle after the vehicle hit the actual arrival time later than the estimated time of 5 to 10 minutes or even more than 10 minutes. When the surrounding vehicle information inconsistent with the actual, or the vehicle is expected to arrive later than the actual time, it will greatly consume user goodwill for the brand.
network platform needs to allow the vehicle to the car about the state of transparent, vehicle-to-date information to the user; perfect platform time estimated algorithm, reducing the probability of “near-far single pick,” the. Furthermore, it should improve the service standard system, the driver can not occur if the orders or later than the estimated time of arrival of the case, should truthfully inform the user, allowing users to make travel better judgment. In appropriate cases, the user should also be given some compensation measures to offset the user experience landslides in the waiting process.
Third, understand customer needs, deliver excellent services
“The driver saw a man with a child and a baby car did not get off to help, platform for drivers to be trained.” [ 123]
chauffeur service network is an important part about car service, brand image will be directly passed on to consumers
chauffeur service as a network about car service an important part, directly affects the impression consumer brand services. Among the many consumers complain proposed, involving the chauffeur service complaints heard. Among them, the most number of times before being referred three questions were “not safe driving habits of drivers,” “When the driver did not get off to remind the rear car” and “car smell.” There’s even a user mentioned that he had to carry on dog car, and the driver’s attitude is very bad. There are many places with the actual needs of users of the service does not match the number of complaints reflects the driver has to offer. Therefore, the strengthening chauffeur service training, to improve the user’s experience and network about cars so that passengers can feel the high quality of service and respect is essential.
before the driver posts, nets about car platform should establish a sound mechanism to job training, help drivers improve the communication skills, the introduction of instructive driver Service Manual, and further improve the chauffeur service evaluation criteria, in order to service behavior of drivers. J.D. Power study showed that 38 percent of consumers are willing to pay for better service chauffeur additional service fee. In addition, to provide diversified services also give users a more intimate experience, Uber Uber Pet Services had launched specifically for pet travel, the driver will be specially prepared pet anti-wool pad and so on. More diverse service helps enhance the user’s service experience and happiness.
Fourth, improve customer service mechanism, improve user confidence
“I called to complain just because of the lack of a coupon for it?”
Although the network users complain about the car industry as a whole number of issues is very high, but the study found that nearly nine users do not want to communicate with customer service and problems encountered, most users will not be considered a positive platform to solve the problem, only the last stall in the past with coupons and other means. This loss of trust which will directly lead to the decline of loyalty. Therefore, in order to strengthen user confidence, improve service mechanism, improve customer service response capabilities is particularly critical.
user and customer communication is the essence of the problem is resolved and not expect to get some coupons and other temporary means of comfort. Enhance customer service capabilities, in fact, is the establishment of mechanisms to deal with the problem. Network about car platform needs to be open and transparent for the user to solve problems and avoid simple and crude solution to the problem, allowing users to clearly know fromComplaint or demand has gained recognition platform and is working to find a solution.
Although cost is still the most users consider the use of net primary factor about cars, but with the continuous development continues to mature and user needs of the market, users travel is also gradually improve the quality requirements, are willing to pay for better service. Focus car market in the second half of the net about is the quality of service, when the user needs are met we will start the process of attention to detail in all aspects of travel services, so focus on user experience, improve service quality will be a decisive force in the second half the participants have established the core competitive advantage.