Cancellation of rides by Ola and Uber drivers and BluSmart drivers’ lack of courteousness and use of mobile while driving are among the top issues faced by Bengaluru consumers, a survey of taxi aggregators by LocalCircles has found.
The survey received over 10,000 responses from users of such services in Bangalore. While 59% respondents were men, 41% respondents were women.
RIDE CANCELLATION, TALKING ON MOBILE, SURGE PRICING: 85% UBER CONSUMERS FACED 1 OR MORE ISSUES IN 12 MONTHS
The survey asked Uber app-taxi service users, “When you traveled in Uber taxis in the last 12 months, what have been all the issues you have faced?”
Some among the 3,497 who responded indicated more than one issue. The biggest complaint by 69% of respondents is “drivers talking on mobile”; 54% indicated “surge pricing/ too expensive”; 46% stated “driver cancelled ride”; 38% of respondents stated, “vehicle not clean”; 8% stated “customer service not responsive”; 8% complained that “driver not courteous”; 8% indicated that they had “safety concerns with the driver” and 31% indicated “other issues” not mentioned. However, 15% of respondents stated, “it was wonderful, no issues faced”.
Conclusion: 85% Uber consumers surveyed in Bangalore experienced one or more issues in the past 12 months; most common ones being drivers cancelling rides, talking on mobile while driving and surge pricing.
62% UBER CONSUMERS APPRECIATE EASE OF BOOKING/AVAILABILITY
The survey asked app-taxi users, “When you traveled in Uber taxis in the past 12 months, what have been all the things you appreciated?”
Some among the 3,476 who responded to the question indicated more than one plus points with 62% stating “ease of booking/ availability”; 38% of respondents stating “drivers are courteous”; 23% indicated “clean cars”; 15% of respondents stated “no surge pricing”; 15% stated “customer service was responsive”; 8% of respondents stated “drivers didn’t cancel” the ride; and 15% indicated they appreciated “other things than the ones above”. In addition. 15% of respondents did not give a clear answer.
Conclusion: 62% Uber consumers surveyed in Bangalore appreciate ease of booking/availability.
VEHICLE NOT CLEAN, TALKING ON MOBILE, SURGE PRICING: 93% OLA CONSUMERS FACED 1 OR MORE ISSUES IN 12 MONTHS
The survey asked app-taxi users in Bangalore, “When you traveled in Ola taxis in the last 12 months, what have been all the issues you have faced?”
Some among the 3,503 Ola taxi users indicated more than one issue with 78% indicating “surge pricing / too expensive”; 69% stating “driver talking on mobile”; 69% stating “vehicle not clean”; 62% stating “driver cancelled ride”; 54% of respondents stating “driver not courteous”; 47% of respondents stating “customer service not responsive”; 23% had “safety concern with the driver”; and 16% of respondents had “other issues” not mentioned. In addition, 16% of respondents did not give a clear answer and 7% stated that they had no grievance as “it was wonderful, no issues faced”.
Conclusion: 93% Ola consumers surveyed in Bangalore experienced one or more issues in the past 12 months; most common ones being vehicle not clean, talking on mobile while driving and surge pricing.
60% OLA CONSUMERS APPRECIATE EASE OF BOOKING AND AVAILABILITY
Consistent demand for and growth of Ola taxis shows that all is not bad with this app-based taxi service. The survey asked consumers, “When you traveled in Ola taxis in the last 12 months, what have been all the things you appreciated?” Some among the 3,169 respondents indicated more than one plus point with 60% appreciating “ease of availability/ booking”; 21% stated that “drivers didn’t cancel”; 21% appreciated that Ola “drivers didn’t cancel”; 21% are happy that there is “no surge pricing”; 21% liked the “clean cars”; 21% stated the “drivers were courteous”; 10% stated that the “customer service was responsive” and 21% indicated “other things than the things above”. However, 30% also stated that they “had a terrible experience” with Ola cab services.
Conclusion: 60% of Ola consumers surveyed in Bengaluru appreciate ease of booking/availability.
TALKING ON MOBILE, NOT COURTEOUS: 61% BLUSMART CONSUMERS EXPERIENCED ONE OR MORE ISSUES IN 12 MONTHS
The survey asked those who have used BluSmartservices, “what have been all the issues you have faced?” Some among the 3,981 Bengaluru residents who have used BluSmart service indicated more than one problem. The biggest issue pointed out by 61% of respondents is “driver not courteous”; 61% indicated that “driver was talking on mobile” while driving; 39% of respondents indicated that “customer service was not responsive”; 21% shared that they had “safety concerns with the driver”; and 21% indicated that they were “forced to book a rental instead of a point-to-point ride/ too expensive”.
Conclusion: 61% BluSmart consumers surveyed in Bengaluru experienced one or more issues in the last 12 months; most common ones being drivers talking on mobile, not being courteous and non-responsive.
BLUSMART CONSUMERS APPRECIATE THAT DRIVERS DON’T CANCEL RIDES, AND NO SURGE PRICING IS LEVIED
The survey next asked BluSmart users, “When you traveled in BluSmart taxis in the last 12 months, what have been all the things you appreciated?”
Some among the 3,899 respondents to this query indicated more than one point in favour of BluSmart taxis. The biggest plus point according to all the respondents is that “drivers didn’t cancel”; 60% expressed happiness that there was “no surge pricing”; 41% indicated that they were happy with the “clean cars”; and 19% found “drivers were courteous”.
BluSmart consumers surveyed in Bengaluru appreciate that drivers don’t cancel rides, and no surge pricing is levied. It must be noted that BluSmart taxis are all company-owned cars where the driver is an employee. The car is maintained at a company center and any cancellations done are done by the company instead of the driver.
SUMMARY
- 69% app taxi consumers in Bengaluru surveyed say that Uber as well as Ola drivers talk on mobile phone while driving; 61% say the same for BluSmart.
- 69% app taxi consumers in Bengaluru surveyed say that Ola’s vehicles are not clean; 38% say the same for Uber; No one has cleanliness issues with BluSmart vehicles.
- 66% Ola consumers and 46% Uber consumers in Bengaluru surveyed say that cancellation of rides by drivers is a common issue they experience.
- 78% Ola consumers and 54% Uber consumers in Bengaluru surveyed say that they find fares/surge pricing too expensive.
LocalCircles is a community social media platform that enables citizens and small businesses to escalate issues for policy and enforcement interventions and enables the Government to make policies that are citizen and small business-centric.
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