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Preview Uber Consumer Transition

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Preview Uber Consumer Transition

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Preview Uber Consumer Transition

  1. 1. Uber consumer transition survey2018 Copyright©2018 DOWNLOADHERE https://dailysocial.id/post/transisi -konsumen-uber-pasca-akuisisi
  2. 2. Uberconsumer transition part1 58.92% 41.08% Startingthissurvey,wequestionthecustomers:HaveyouuseUberserviceswithinthelast threemonths?(AssumingfromJanuary-March,whenUberservicewasfullyoperationalin Indonesia). Theresulthasshownmorethanhalfoftherespondents(or1192people)wereusingUber servicesduringthattime.They’refromJakarta(16.02%),Medan(13.93%),Yogyakarta (13.34%),andMakassar(9.56%). OurrecentsurveyoflocalappsputGO-JEKasthemostfavoritelocalapp.Whereas,Grabis inthetop5ofmostpopularinternationalappinIndonesia.Inrelevancetotheresult,Uber wasnotinagoodposition(tocompete)atthattime. Thecurrentregulationleavesalotofresistanceinsomeareas.Therefusalcomesfrom playersintheconventionaltransportationbusiness,suchastaxi,traditionalmotorcycletaxis, andpublictransportation. survey2018 YES NO UberCustomers inIndonesia DidyouusetheUberappinthesethreemonths?
  3. 3. Uberconsumer transition part2 54.53% 41.02% AsperMay2018,UberserviceshavebeentotallydissolvedfromIndonesia.Tokeepusing theapp-basedtransportationservices,customersarerequiredtoswitchtootherservices.In thesecondquestion,wespecificallyaskaboutwherethey’removingafterUberservices beingcutoff. While,morethanhalfisswitchingtoGrab,thenumberisalsosignificanttothoseswitchingto GO-JEK. survey2018 UberCustomers Transition SincetheUberservicehasstoppedworking, whatservicesdoyouchooseinstead? Intheexpansionactivitiesofserviceproviders,itisverycommonto startwithapromo. Whychoosetheservice? Cheaperfare 44.71% 0.76% otheroption 11.07%Trustedbrand 9.48%Completeservices 25.34%Customerfriendly app Theavailability ofdrivers Otheroption Variouspayment methods 9.40% 0.58% 3.10%
  4. 4. Uberconsumer transition part3 33.22% 66.78% Switchingtoanewservicemightbeeffortless,butthereisapossibilityofdistractionfor consumers.Inthissurvey,wealsoasktherespondentswhethertheyarehavingdifficultyin switchingtoanotherapplication.It’snotjustatechnicalmatter,couldberelatedtothe unfamiliarpaymentmechanismorcustomerexperience. However,mostconsumersclaimnoissueduringthetransitiontootherapplications. Thosewhoclaimtohaveanissue(oratleastupset)followupwiththeirreason.Mostly becausetheyhavetodownloadnewapplications.Thisisconsideredtobeanineffective process,astheyhavetore-registerfromtheverybeginning.Mostofthemalsoupsetabout havingtoreconfigurepaymentservices,suchasdeletingcreditcardinformation. survey2018 ServiceTransition Process Doyoufeelbotheredwhenswitchingtoanewapp? What'sthemosttroublesome? yes NO Downloadnew appandcreate newprofile Manage theremaining 49.92% 28.02% Unfamiliarcustomer experience Otheroption 19.30% 2.77%
  5. 5. Uberconsumer transition part4 Ofthe(former)Ubercustomers,wetrytocapturetheirimpressionwhileusingtheapporthe reasononchoosingUberinsteadofotherservices.Thetoptworeasonsarerelatedtofares andpaymentmethods.Regardingthefare,it’sobviousthattheplayersoftenprovidepromos. Thesecondreasonismoreinteresting.Intheearlyphase,Uberisknownastheonly on-demandservicethatacceptscreditcardpayments. UberalsoprovidesUberforBusinessservice.Itallowsofficestoaccommodateemployee’s tripwithUbercredit.Thisoptionisquitepopularforcustomersinbigcities,suchasJakarta. survey2018 Experiencein UsingUber What'syourimpressionaboutUberservice? Cheaperfare Trustedbrand Availabilityofdrivers Variouspaymentmethods (creditcard,etc) Customerfriendlyapp Otheroption 26.68% 23.49% 20.97% 15.44% 12.42% 1.01%
  6. 6. Uberconsumer transition part4 Inthecontrary,mostofthemajorcomplaintsforUberservicesareaboutdifficultyinfindinga driverinthecity.Uber’sdominationcoversonlyseveralbigcitieslikeJakartaorSurabaya.As inothercities,Uberdriversarenotasmanyasthecompetitors. Anothercomplaintisregardingcustomerservice.Somebrandsareusingsocialmediato connectwithcustomers,includingthereportingsystem.SomerespondentsfeelUber’ssocial mediaservicesisnotsatisfyingenoughinrespondingtocomplaints. survey2018 Experiencein UsingUber WhatisthelackofUberservice? Difficultyinfindingadriver atmylocation Thecustomerservice isunreachable Expensivefare Complicatedpayment methods Theappisnotcustomer friendly 41.69% 24.16% 17.03% 8.22% 5.87% Otheroption 3.02%
  7. 7. Uberconsumer transition part5 WetrytovalidatetheavailabilityofUberservicesfromconsumer'spointofview.Aquestion weaskis:Whatservicesdoyouoftenseedailyinyourcity? WealsoaskourrespondentsaboutGrabacquisitionofUber.Mostrespondentsunderstand thatUberserviceshavestoppedoperatingandcannolongerbeused. Whereas,whenbeingaskedwhetherthey wantUbertore-operateintheregion,mostly answeredyes. survey2018 Otheroption Availabilityof UberServices part6 UberAcquisition byGrab WhenUberoperates,whatservicesdoyou oftenmeetaroundyourresidence? DoyouknowaboutUberacquisition byGrab? DoyouexpectUbertore-operatein Indonesia? 66.78% 77.94% 22.06% 30.96% 7.21% 034% yes NO Yes,Ilovetheservice No,I'mquitesatisfied withthereplacement service 62.42% 37.58%
  8. 8. Uberconsumer transitionsurvey2018 Formoreinformation, download"LocalAppPreferenceSurvey2018"forfree Clickheretodownload https://dailysocial.id/post/transisi- konsumen-uber-pasca-akuisisi

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