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Feb, 2019     

Tracking & benchmarking operational metrics of ride-hailing players across India

The Idea was to understand how the operational metric like ETA, availability, surge etc vary between players in different city and how it changes on monthly basis.


The objective was to help a major fund track operational metrics & customer satisfaction metrics across players in India.
To start with the analysis, we followed a 3 steps process. The Idea was to understand how the operational metric like ETA, availability, surge etc vary between players in different city and how it changes on monthly basis. For the same, first step was to identify the major cities and routes within those major cities for the two major player in the mobility market. The second step involved scrapping of data from the app to capture the operational metrics for the identified routes across the cities for these players, analysed it and arrived at the overall and City-wise numbers for 2 quarters. The third step involved the validating the same numbers from the experts from the industry. The final step was to understand the customer experience across players in India. For the same Redseer carried 1000+ customer surveys across the players to arrive at the net customer satisfaction on monthly basis.
At the end of the study, we were able to provide the historical trends in operational metrics and customer satisfaction by cities and players to the client.