Grab Philippines Launches 100-Day Plan To Improve Passenger Experience and Driver Behavior

I've been a Grab passenger for at least three years now and like many of you, I've had my fair share of bad experiences using their service -- from drivers who suddenly cancelled on me to those who turned on the taxi meter even while they were still on their way to pick me up, among others.

As one of their loyal customers, I'm glad that Grab Philippines is now launching efforts to greatly improve the experience of passengers moving forward.

On Tuesday - May 8, 2018, through a media event held at I'm Hotel in Makati City, the company formally announced its 100-Day Plan Campaign which is designed to improve driver behavior and welfare, provide better ride experience, and also to upgrade customer support.

Grab Philippines 100-Day Plan

To quote Ms. Cindy Toh, Country Marketing Head of Grab in the Philippines,

“We are directly addressing rider complaints on booking cancellations, driver behavior and pricing, and will make our drivers undergo intensive transformation programs to make them models of road courtesy and public service."

Improving The Behavior and Welfare of Grab Drivers

To help fulfill an earlier promise to limit driver cancellations, Grab is now offering Enhanced Driver Performance Incentives where top performing drivers will be rewarded based on their number of rides, high rating, and good feedback from passengers.

Grab will also implement an improved Driver Code of Conduct (CoC),  which is a set of updated rules and regulations stipulating the tasks and traits of a responsible Grab driver-partner. All drivers must agree and comply with the CoC  to maintain access to the Grab app.

An expanded Grab Driver Academy, giving drivers access to modules on road courtesy, customer service and data privacy and social media handling, will also be organized on top of the usual driver on-boarding and rehabilitation training services.

Like passengers, drivers can now enjoy their own Driver Rewards Program and be Platinum, Gold, Silver and Regular members, and be qualified to get useful perks such as discounted gas price, driver lounge and maintenance discounts. 

According to Ms. Toh, "Majority of our drivers go above and beyond to serve their passengers. They are our everyday heroes who work tirelessly to bring our passengers to their desired destinations. This is what inspires us. We hope that with these new improvements, our driver-partners will continue to be good and responsible members of the TNVS community and enablers of better journeys."

Grab Philippines
The Grab PH team promises “Better Trips Ahead” with their 100-day campaign launch. In this photo: (L-R) Country Marketing Head - Ms. Cindy Toh, Head of Customer Service - Ms. Teki Repalda, Head of Operations - Mr. Ronald Roda, and Head of Driver Services - Mr. Wayne Jacinto

Better Ride Experience Plus Upgraded Customer Service

"Our aim is to be our passengers’ partner for better trips at all times. We have carefully studied new features that will further enhance our services while ensuring passenger safety on the road," said Ms. Toh.

Grab promises that passengers can expect a cleaner, more intuitive new app interface for both iOS and Android platforms by July. With the new home screen, pick-up points can be set easily, and passengers can quickly select their preferred service.  Rewards will also be categorized, making  selection and redemption of offers more convenient.

The company also encourages passengers to use the Help Center to report ride concerns and report location issues, particularly pick-up and drop-off points. To ensure faster resolution of customer concerns (Note: The target is 6 hours response time), Grab will also scale up its customer service team by partnering with a BPO which will be fully operational by July. Dedicated service lines for passengers, drivers and platinum users will also allow easier access to after-ride services.

With safety as its top priority, Grab will include a new in-app SOS button which can connect passengers to 911 and send SMS to three registered phone numbers in case of emergencies. 

Grab will also announce a Passenger Code of Conduct, a set of rules and regulations that a passenger must respect to be responsible members of the TNVS community. Gee, I wonder what the new rules and regulations will be. I hope they consulted with loyal passengers to come up with this CoC.

Grab Philippines 100-Day Plan
Better Trips Ahead

"We know that this is not easy. While we cannot change everything overnight, we can assure that the Grab experience will only get better. We thank our passengers and driver-partners for joining us in this journey," Ms. Toh explained.

To wrap up, Grab aims to strengthen a culture of transparency and collaboration to create resolutions. With its 100 Day Plan, the leading online-taxi-hailing platform in the Philippines will openly address concerns and will be sharing milestones and updates on the 30th, 60th and 100th day of the campaign. 

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