Grab Philippines said driver cancellations fell 50 percent after the announcement of its campaign to improve overall passenger ride experience and driver behavior and welfare.
Grab country marketing head Cindy Toh said the company registered a 50-percent drop in cancellation rate after its “Better Trips” campaign.
Driver cancellation rate has gone down to 4 percent in May from the 9-percent average in March.
“Our continuous approach towards driver discipline and quality has significantly improved driver performance resulting in a decline in booking cancellations,” Toh said.
Grab also said driver productivity improved due to enhancements on the driver app allocation system and new features. As a result, full-time drivers are now taking 10 percent more rides on the average per month. This allows the company to serve more passengers despite the current undersupply of cars.
To further motivate drivers, Grab also launched the Ka-Grab Driver Challenge, composed of various categories that allow drivers access to special incentives based on good performance and ratings.
In line with its promise to improve complaint resolution time through an expanded customer experience team, Grab announced that 80 percent of complaints are now resolved within six hours.
Toh said the top passenger complaints were mostly items left in the car and booking cancellations.
Overall complaint percentage stood at 14.7 percent, down from the previous rate of 19.6 percent.
Toh said the company’s priorities in the next 30 days included the roll-out of the passenger emergency features and dedicated support lines for passengers, drivers and platinum riders.
“We thank our passengers and driver-partners for being with us in this journey. This is just the start. We are listening. We encourage feedback from passengers and drivers to make sure the changes we make consider everyone’s journey,” she added.