In order to improve quality of service for commuters, Grab has launched a 100-day plan that promises better driver behavior, upgraded customer support, a better ride experience, and a welfare program for drivers.
Improving driver behavior will entail providing better incentives to well-performing drivers, updating the code of conduct, and expanding the modules that the Grab driver academy offers.
Drivers will also be able to enjoy a performance-based perk program that can get them fuel and maintenance discounts. The driver app will also be getting new features to address their concerns and increase efficiency, but the specifics of these features have not been announced.
For customer support, Grab is promising to reduce average response time to 6 hours and add dedicated post-ride support lines for passengers, drivers, and platinum users. They plan to do this by “partnering with an external service provider.”
Lastly, Grab plans to provide a better ride experience. By July, we can expect that the app interface will be cleaner and more intuitive, allowing for easier setting of pick-up points and choosing which service to get. The app is also getting an emergency feature that can call 911 automatically, or send SMS alerts up to three emergency contacts. Grab also reminds us that inaccurate map pins can be reported to contribute to a more accurate map.
The ride-sharing company promises all of these within the next 100 days.