May 14, 2018

Grab announces 100-day plan to improve services

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  • Because of the many client complaints such as difficulty in booking a ride, driver cancellations and poor driver behaviors, Grab launches: “#BetterTrips Ahead: A 100-day Plan to Improve Everyone’s Journey.”

    This program in improving customer experience will focus on four key themes namely: Improved Driver Behavior, Better Ride Experience, Upgraded Customer Support and Improved Driver Welfare.

    grabbed from Pixnio

    To enhance driver performance standards, Grab will offer enhanced incentives to reward top-performing drivers. Also, the company updated their Code of Conduct in order to protect and maintain the quality of service.

    In addition, the expansion of the Grab Driver Academy will also be continued in order to educate drivers by featuring a series of modules on road courtesy, customer service, data privacy and social media handling, and the usual driver on-boarding and rehabilitation training, according to Grab’s website.

    Moreover, Grab will have a new Passenger Booking Flow as Grab will have a new app interface for iOS and Android by July. Also, improved POI Mapping is part of the 100-day plan, in order to have an accurate pick-up and drop off points.

    An expansion of Customer Service Team will also be added. Lastly, Grab continues to empower its Driver Welfare Program by giving performance-based rewards and perks such as discounts on gas and preventive maintenance. Also, a new driver app promoting driver efficiency will be launched.

    Written by Aranza Peralta

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