In next 100 days: Grab vows to train drivers, improve ride experience

As Grab Philippines settles into its enviable role as the sole ride-hailing service in the country, it also finds itself constantly besieged by complaints from the riding public.

The 100-day initiative plan it launched on Tuesday is part of a broader plan to implement a permanent fix to many of the perceived shortcomings of its service.

“In the last six weeks it’s been a very difficult time for us. After the acquisition [of Uber], we saw a massive increase in demand, a reduction in supply that resulted to quite a lot of frustration actually for our riding public that means longer waiting time, inability to book a car,” Grab’s country marketing head Cindy Toh admitted on Tuesday at a press conference.

Toh said the company’s priority now is to focus on the four pillars it believes would improve passengers’ experience.

The plan was hatched after the deluge of negative feedback from passengers, especially the rising incidence of booking cancellations by drivers.

“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.

Training for drivers

Under Grab’s 100-day plan, drivers would undergo an “intensive transformation program” so they can “become models of road courtesy and public service,” according to Toh.

She said the company would also offer its drivers an “Enhanced Driver Performance Incentives” wherein top drivers would be awarded based on their performance.

READ: Grab to reward drivers based on performance to reduce booking cancellations

This incentive plan, according to Toh, is expected to reduce the number of booking cancellations by as much as half – from eight percent now to four percent or even less.

Grab drivers will also be encouraged to comply with a code of conduct and attend the Grab Driver Academy to familiarize themselves with the prescribed Grab driving standards.

Grab is encouraging passengers to continue reporting problems involving pick-up and drop-off points and other location issues. Toh said the 10-day initiative plan would not be possible without the public’s cooperation.

“We know that this is not easy. While we cannot change everything overnight, we can assure that the Grab experience will only get better,” she said.

Beyond 100 days

Toh stressed that the plan does not end after 100 days. “It’s a continuous journey. It’s a commitment we made today as a company,” she said. “We mean it when we say ‘We’re listening.’ We want to be better because we’re in that position to be better.”

Grab said it even welcomes the coming in of more transport network vehicle services (TNVS) as it would boost the supply of cars servicing the public, and hopefully plug the service gaps. /ee

READ: Grab welcomes entry of 5 more TNVS in PH