To control the quality of services and automatically: Experience KwikPik
my article "Why stay with us 90% of customers" on one of my first taxi, almost overnight it blew up Habr, and took me up on the list Hapalidae. Two and a half years, and I again linked to a cab. Key to the success of that first article was the emphasis on the quality of services, about which I wrote. For a taxi it was and still is a big problem — she's not even in the staff, and in monitoring them. A large Park, a large number of staff — difficult to control. The quality of the beginning of squander, when the number of drivers exceeded 25 people (±) — left an ability to control everyone, to call everyone to help everyone. Employees, in General, have become a gray mass and fuel for business, I have ceased to know them in person. At the same time, "lost" me and the drivers. Trying to serve customers at a high level and keeping my, in General, simple rules, they knew that meet in person in front of me. I, of course, was not each other, but I gave them the job and they responded with diligence. As soon as the work began to give grown-up company, I ceased to be a guarantor, they ceased "to be obliged" personally to me. For me if they tried to do an abstract company would not.
Anyway, the issue of quality control of the work of taxi drivers took me all these years. How to control the quality of the majority of competitors? There are only two ways — a test purchase (mystery customers) and work with customer feedback. I use taxis a lot, constantly trying to drive them different services, see what they come up with interesting. If I don't like it, I'm always looking for an opportunity to complain — phone call placed in the car, write complaints to these on the website e-mails in groups Vkontakte. Well, or just dial the control room again. As a rule, anything after is not changed, and "we will investigate" remains on-call response to get away.
How can that be?
Looks like we have a solution!
Now we are doing with colleagues absolutely stunning (in my opinion) thing Kwikpik.me. Kvikpik is an innovative service that should help the taxi drivers and passengers to effectively find each other to negotiate the price of the trip and so on. The project is known, the winner of the Start Fellows grant Milner-Durov and so on. I will not elaborate. If anyone is interested — you can learn more on the website. And ride Quickpic. And even need:)
The point is that in essence, Kvikpik is a social network for passengers and drivers. Remise is the same people, which is difficult to control the quality. It's their machine, and machine — like shoes. People are watching them or not watching. Once orchestersuite to show you, everyone can, and to care — not everyone. At the moment there was almost a thousand drivers, not only in Petersburg but also in Moscow, Odessa, Kiev, Baku. As for them to follow? They don't know who Mikhail Vinogradov, for which all you need to try to be polite, tidy and so on.
The output was a rating system. After the trip, the system offers the driver and passenger to rate each other on a number of parameters. System parameters for one or the other, and we intend to build on that the rating was not dried and was a real indicator of coolness, in the first place, the driver, and secondly- and the passenger.
System passenger drivers is generally a thing that we do only we. While she narodychy, but it is also waiting for development. Drivers — also it is important to understand whom they have to carry. Accepting the order, the driver sees no more than "distinguished" potential passenger in past trips:
The screenshot below shows that the passenger once spoiled salon and 28 time canceled the order. I'm afraid a good driver he can't wait:). Practically, such a rating is tantamount to getting into the "black list" — this is available in most taxis. And if earlier "banil" arbitrariness Manager, now punishment comes on objective indicators. No black lists are not necessary. One big self-control.
After the trip the driver can "brand" of the passenger.
Again, I want to develop a system of assessments. In particular, of course, necessary to introduce a positive — left a decent tip, came out on time, not distracted from the road, pleasant companion. This system of recommendations. Through our taxi should grow into a really quality service.
The passenger also sees what kind of person goes to it. In the list of incoming offers drivers seen star rating:
You can learn more about the driver, as well as see recent reviews of his work:
The driver card is visible and the time the order is made, and the passenger expects the machine. The map shows where the car is located. The card number, the brand and model of car, and name and photo of the driver makes it easy to find a taxi arrived, and a convenient button "to call" allows you to contact them directly from the interface — no control, texting, call forwarding and other complications:
After the trip, the passenger evaluates the driver on several parameters and can leave your own review. Let me remind you, the evaluation will affect the reputation of the driver and the fee he pays the system. Bad driver, so, will be punished by rouble, and good — awarded:
One of our competitors also considers the rating of the drivers, and the worst monthly fires. We to such extremes is not reached. Yes, and not in any special sense. A bad driver does not get a job and stop working himself.
I, as a marketer, and as someone who worked in a different taxi, it is clear that the clearer people will be able to choose the drivers/passengers, the more satisfied they are with their trips, the result will be more loyal to the brand KwikPik.
Happy to understand that you are good people. The lowest rating is 3.2 out of five, and such drivers just a few. The absolute majority of four or more. Very many straight a students. Characteristically, the work they do more. I think this is due not only to the fact that more of them choose passengers, but also with internal motivation drivers. Nice work, when you're doing well and you have visual proof. Once I called the drivers and praised them for the excellent work — for example, when I boasted of the pleasant trips of the passengers. I was afraid that software to do this job impossible. . Although many drivers I still praise myself too. Even though the human factor can be excluded, it seems to me that while you do not need.
If you watch the process of conquering the stars in the dynamics, we also see that drivers who have approaching an excellent rating, try more — they want to achieve a perfect reputation. Moreover, the "honors" worthy are rewarded — they pay our service the smallest Commission in the city, and maybe in the country — only 7%. Average Commission taxi dispatcher in St. Petersburg — more than 20%. Our Commission — floating (7 to 20%), and depends on the rating of the driver.
—
That's all I need. I all to the fact that time has changed significantly, and technology — also. Service quality can not control. The main thing — to give people the opportunity to buy something that suits them, to choose more or less objectively. Quality control is a system of collecting objective data. To build such in any business of the service sector. And in business, as you know, if something can be done — need to do this. Good luck to everyone.
In the comments, expect criticism, advice, cheering — in General, regular habrareaction:)
Article based on information from habrahabr.ru
Anyway, the issue of quality control of the work of taxi drivers took me all these years. How to control the quality of the majority of competitors? There are only two ways — a test purchase (mystery customers) and work with customer feedback. I use taxis a lot, constantly trying to drive them different services, see what they come up with interesting. If I don't like it, I'm always looking for an opportunity to complain — phone call placed in the car, write complaints to these on the website e-mails in groups Vkontakte. Well, or just dial the control room again. As a rule, anything after is not changed, and "we will investigate" remains on-call response to get away.
How can that be?
Looks like we have a solution!
Now we are doing with colleagues absolutely stunning (in my opinion) thing Kwikpik.me. Kvikpik is an innovative service that should help the taxi drivers and passengers to effectively find each other to negotiate the price of the trip and so on. The project is known, the winner of the Start Fellows grant Milner-Durov and so on. I will not elaborate. If anyone is interested — you can learn more on the website. And ride Quickpic. And even need:)
The point is that in essence, Kvikpik is a social network for passengers and drivers. Remise is the same people, which is difficult to control the quality. It's their machine, and machine — like shoes. People are watching them or not watching. Once orchestersuite to show you, everyone can, and to care — not everyone. At the moment there was almost a thousand drivers, not only in Petersburg but also in Moscow, Odessa, Kiev, Baku. As for them to follow? They don't know who Mikhail Vinogradov, for which all you need to try to be polite, tidy and so on.
The output was a rating system. After the trip, the system offers the driver and passenger to rate each other on a number of parameters. System parameters for one or the other, and we intend to build on that the rating was not dried and was a real indicator of coolness, in the first place, the driver, and secondly- and the passenger.
System passenger drivers is generally a thing that we do only we. While she narodychy, but it is also waiting for development. Drivers — also it is important to understand whom they have to carry. Accepting the order, the driver sees no more than "distinguished" potential passenger in past trips:
The screenshot below shows that the passenger once spoiled salon and 28 time canceled the order. I'm afraid a good driver he can't wait:). Practically, such a rating is tantamount to getting into the "black list" — this is available in most taxis. And if earlier "banil" arbitrariness Manager, now punishment comes on objective indicators. No black lists are not necessary. One big self-control.
After the trip the driver can "brand" of the passenger.
Again, I want to develop a system of assessments. In particular, of course, necessary to introduce a positive — left a decent tip, came out on time, not distracted from the road, pleasant companion. This system of recommendations. Through our taxi should grow into a really quality service.
The passenger also sees what kind of person goes to it. In the list of incoming offers drivers seen star rating:
You can learn more about the driver, as well as see recent reviews of his work:
The driver card is visible and the time the order is made, and the passenger expects the machine. The map shows where the car is located. The card number, the brand and model of car, and name and photo of the driver makes it easy to find a taxi arrived, and a convenient button "to call" allows you to contact them directly from the interface — no control, texting, call forwarding and other complications:
After the trip, the passenger evaluates the driver on several parameters and can leave your own review. Let me remind you, the evaluation will affect the reputation of the driver and the fee he pays the system. Bad driver, so, will be punished by rouble, and good — awarded:
One of our competitors also considers the rating of the drivers, and the worst monthly fires. We to such extremes is not reached. Yes, and not in any special sense. A bad driver does not get a job and stop working himself.
I, as a marketer, and as someone who worked in a different taxi, it is clear that the clearer people will be able to choose the drivers/passengers, the more satisfied they are with their trips, the result will be more loyal to the brand KwikPik.
Happy to understand that you are good people. The lowest rating is 3.2 out of five, and such drivers just a few. The absolute majority of four or more. Very many straight a students. Characteristically, the work they do more. I think this is due not only to the fact that more of them choose passengers, but also with internal motivation drivers. Nice work, when you're doing well and you have visual proof. Once I called the drivers and praised them for the excellent work — for example, when I boasted of the pleasant trips of the passengers. I was afraid that software to do this job impossible. . Although many drivers I still praise myself too. Even though the human factor can be excluded, it seems to me that while you do not need.
If you watch the process of conquering the stars in the dynamics, we also see that drivers who have approaching an excellent rating, try more — they want to achieve a perfect reputation. Moreover, the "honors" worthy are rewarded — they pay our service the smallest Commission in the city, and maybe in the country — only 7%. Average Commission taxi dispatcher in St. Petersburg — more than 20%. Our Commission — floating (7 to 20%), and depends on the rating of the driver.
—
That's all I need. I all to the fact that time has changed significantly, and technology — also. Service quality can not control. The main thing — to give people the opportunity to buy something that suits them, to choose more or less objectively. Quality control is a system of collecting objective data. To build such in any business of the service sector. And in business, as you know, if something can be done — need to do this. Good luck to everyone.
In the comments, expect criticism, advice, cheering — in General, regular habrareaction:)
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