LocalCircles investigates the issues faced by Uber, Ola and Blusmart users in Bengaluru. (document)
The LocalCircles survey received over 10,000 responses from users of such services in Bengaluru. 59% of respondents are male and 41% of respondents are female
A survey of cab aggregators by LocalCircles has found that trip cancellations by Ola and Uber drivers and lack of courtesy and use of mobile phones while driving by BluSmart drivers are the top issues faced by consumers in Bengaluru.
The survey received over 10,000 responses from users of such services in Bengaluru. Fifty-nine percent of respondents were male and 41% were female.
Ride cancellations, mobile calls, surge pricing: 85% of Uber consumers experience 1 or more issues in 12 months
The survey asked Uber app taxi service users: “In the past 12 months, what problems have you encountered when traveling in an Uber taxi?”
Some of the 3,497 respondents identified more than one issue. The biggest complaint of 69% of the respondents is “the driver talks on the mobile phone”; 54% said “pricing/too expensive during peak hours”; 46% said “the driver canceled the trip”; 38% of the respondents said “the vehicle “Not clean”; 8% said “customer service is not responsive”; 8% complained “the driver is rude”; 8% said they were “concerned about the safety of the driver”, and 31% said “other issues” were not mentioned. However, 15% of respondents said, “It's great, no problems.”
in conclusion: 85% of Uber consumers surveyed in Bengaluru had experienced one or more issues in the past 12 months; the most common were driver cancellations, talking on mobile phones while driving, and steep pricing.
62% of Uber consumers appreciate the convenience of booking/availability
The survey asked taxi app users, “What did you appreciate most about taking an Uber taxi in the past 12 months?”
Of the 3,476 respondents who answered the question, some said it was more than one point, with 62% saying “Easy to book/availability”; 38% saying “Drivers were polite”; 23% saying ” Clean cars”; 15% of respondents said “no pricing during peak times”; 15% said “customer service is responsive”; 8% of respondents said “drivers did not cancel” trips; 15% said they Appreciate “something other than the above.” in addition. 15% of respondents did not give a clear answer.
in conclusion: 62% of Uber consumers surveyed in Bengaluru appreciated the convenience of booking/availability.
Dirty vehicles, cell phone calls, overpriced: 93% of OLA consumers experience 1 or more issues in 12 months
The survey asked app taxi users in Bengaluru, “What problems have you faced while traveling in Ola taxis in the past 12 months?”
Some of the 3,503 Ola taxi users raised more than one issue, with 78% saying “It's overpriced/too expensive”; 69% saying “The driver was talking on his mobile phone”; 69% saying “The vehicle was not serviceable”. “Clean”; 62% said “the driver canceled the trip”; 54% said “the driver was rude”; 47% said “customer service was unresponsive”; 23% said “the driver was rude” “Concerns about safety”; 16% of respondents had “other issues” that were not mentioned. In addition, 16% of the respondents did not give a clear answer, and 7% said they had no dissatisfaction because “it was great and I didn't encounter any problems.”
in conclusion: 93% of Ola consumers surveyed in Bengaluru had experienced one or more problems in the past 12 months; the most common problems were dirty vehicles, talking on mobile phones while driving, and steep pricing.
60% of OLA consumers appreciate the convenience and availability of booking
The continued demand and growth for Ola cabs shows that all is well with this app-based cab service. The survey asked consumers: “What was the thing you appreciated most about traveling in an Ola taxi in the past 12 months?” Some of the 3,169 respondents said more than 1 advantage, 60% of them of people appreciated “availability/convenience of booking”; 21% said “drivers did not cancel”; 21% appreciated Ola “drivers did not cancel”; 21% were happy with “no peak pricing”; 21% liked “Clean cars”; 21% said “drivers are polite”; 10% said “customer service is responsive” and 21% said “there are other things besides the above”. However, 30% people also said that they had a “bad experience” with Ola cab services.
in conclusion: 60% of Ola consumers surveyed in Bengaluru appreciated the ease of booking/availability.
Talking on a mobile device is not polite: 61% of BLUSMART consumers experienced one or more issues within 12 months
The survey asked those who have used BluSmartservices, “What are all the problems you have encountered?” Of the 3,981 Bangalore residents who have used BluSmart services, some reported having more than one problem. 61% of the respondents pointed out that the biggest problem is “the driver is rude”; 61% said “the driver is talking on his mobile phone while driving”; 39% of the respondents said “the customer service is unresponsive”; 21% said they “Concerns about driver safety”; 21% said they were “forced to book rental cars instead of point-to-point rides/too expensive”.
in conclusion: 61% of BluSmart consumers surveyed in Bengaluru had experienced one or more problems in the past 12 months; the most common problems were drivers talking on their phones, being rude and unresponsive.
BLUSMART Consumers appreciate driving without trip cancellations or surge pricing
Next, the survey asked BluSmart users: “What did you appreciate most about traveling in a BluSmart taxi in the past 12 months?”
Some of the 3,899 respondents to the survey expressed more than one point of support for BluSmart taxis. The biggest advantage for all respondents was “no cancellations by drivers”; 60% were happy with “no peak pricing”; 41% said they were satisfied with “clean cars”; 19% said “drivers Very polite.”
BluSmart consumers surveyed in Bengaluru said there would be no cancellation of trips and no rush pricing imposed on drivers. It is important to note that BluSmart taxis are company-owned vehicles and the drivers are employees. Cars are maintained by the company center and any cancellations are done by the company and not the driver.
generalize
- 69% of app-taxi consumers in Bengaluru surveyed said that Uber and Ola drivers talk on their mobile phones while driving; 61% said the same about BluSmart.
- 69% of the surveyed app taxi consumers in Bengaluru said Ola's vehicles are not clean; 38% said the same about Uber; no one had cleanliness issues with BluSmart vehicles.
- 66% of Ola consumers and 46% of Uber consumers in Bengaluru surveyed said that driver cancellations are a common problem they encounter.
- 78% of Ola consumers and 54% of Uber consumers in Bengaluru surveyed said that they think fares/peak pricing are too expensive.
LocalCircles is a community social media platform that empowers citizens and small businesses to escalate policy and law enforcement intervention issues, and enables governments to create citizen- and small business-focused policy.
