Grab country marketing head Cindy Toh explains its 100-day plan to improve driver behavior and welfare, provide better ride experience and upgrade customer support during a press conference in Makati City Tuesday.
MANILA -- Ridesharing firm Grab Philippines will be enhancing the performance incentives it offers to drivers to motivate them to provide quality services to its riders.
Top performing drivers will be rewarded based on their number of rides, high rating and good feedback from passengers.
This initiative is part of Grab’s 100-day plan which aims to improve driver behavior and welfare, provide better ride experience and upgrade customer support.
“In the last six weeks it’s been a very difficult time for us. After the acquisition, we saw a massive increase in demand, a reduction in supply so that resulted to quite a lot of frustration actually for our riding public that means longer waiting time, inability to book a car," Grab country marketing head Cindy Toh said in a press conference Tuesday in Makati City.
"All complaints we've seen on social media. We've seen people posting about driver cancellations, their rude behavior, all of this we see and we know that it's been a very difficult time for the people that we are serving," she added.
To improve driver behavior, Grab will implement an improved Driver Code of Conduct (COC), a set of updated rules and regulations that will stipulate the tasks and traits of a responsible Grab driver-partner.
Drivers must comply with the COC for them to continue access to the Grab app.
A Driver Academy will also be established that will provide modules on road courtesy, customer service and data privacy and social media handling on top of driver onboarding and rehabilitation training services.
Grab drivers will also be qualified for perks such as discounted gas prices, driver lounge and maintenance discounts under the company’s rewards program.
Passenger will be able to expect a new app interface for iOS and Android by July. The new app will enable them to easily set their pick-up points and quickly select their preferred service. Rewards will also be categorized for easier selection and redemption of offers.
Grab is urging its riders to utilize the Help Center to report their concerns as well as their location issues particularly pick-up and drop off points.
The ride-hailing firm will also partner with a BPO company to upgrade its customer service team which will be operational by July.
Dedicated service lines for passengers, drivers and platinum users will allow easier access to after-ride services.
“We hope that with these new improvements, our driver-partners will continue to be good and responsible members of the TNVS (transportation network vehicle services) community and enablers of better journeys,” Toh said.
“Our aim is to be our passengers’ partner for better trips at all times. We have carefully studied new features that will further enhance our services while ensuring passenger safety on the road,” she added.
Grab assures that it will provide updates and milestones on the 30th, 60th and 100th day as it aims to build a culture of transparency and collaboration among stakeholders of the ridesharing industry. (With reports from Madonna Actub, OJT/PNA)
