In urban taxi applications, such as Yango, the passenger has immense power at the click distance. The tool for evaluating the ride is essential to guarantee the quality of the service and to detect possible anomalies in the driver's attitude or in the state of the vehicle, for example, which must be corrected immediately.
"Just don't forget the little star!”, say more and more Yango drivers at the end of each race. The tip is important and is a call for customers to become aware of the importance of the evaluation tool to improve the overall passenger experience.
In this application, at the end of the trip, the request to evaluate appears immediately on the mobile phone. Customers can choose between 1 and 5 stars, depending on their level of satisfaction. You can also go into detail and choose from a list the aspects you liked or disliked, from the driver's behavior to the condition of the vehicle. The intention is one: Yango wants to know in depth what is going well and not so well in the service. Through the comments, you can also introduce solutions that are more suited to the specific desires and needs of customers in Luanda.
This evaluation system also reinforces something that always comes up when talking about app taxis: the security. In case of receiving any serious evaluation, Yango can suspend or block the driver immediately and call him to explain. At the other extreme, if the evaluation is positive, the application's algorithm will do everything to make the customer travel again with the driver who gave him an excellent service in previous trips.
In the same vein, Yango's ride attribution system favors drivers with the best ratings. The better the average rating (those little stars), the more trips the driver will have. Aware of this, those who drive a taxi with the Yango app know that they only benefit from providing a quality service. Therefore, the recurring tip “Don't forget just the little star”. In addition to educating the passenger in the use of the assessment tool, receiving good comments has a real impact on the profitability of your day-to-day work.
Alongside the evaluation, there are other ways for the customer to express their impressions about the races. For example, when canceling a trip, the Yango application immediately asks the reason – excessive delay, change of route by the driver, the vehicle that appears is not the same as the one seen in the application, among others. Once again, depending on the reason, the profile of the driver in question can be blocked until Yango clarifies, point by point what happened, always together with the partner company where the driver is registered, and thus issue a final decision .
Yango also has a Call Center available 24 hours a day, 7 days a week, ready to receive any comments, questions or complaints.
As the Director of Yango in Angola, Ivan Mugimbo, repeatedly tells the press, “passengers are the main inspectors”. There's no way it can't be like that. It's the customers who live, on the spot, the experience. By correctly using the assessment tool, they give a feedback direct, essential for centrally controlling drivers using the app.
In Angola, the call for the use of these tools is even more urgent. According to Ivan Mugimbo, in the weekly meetings between the African countries where Yango is present, Angola constantly appears as the country that evaluates the least. Or where customers always give 5 stars, just to “pack off".
On the other hand, instead of using the correct evaluation channels in the application, giving Yango the opportunity to act immediately in the event of any non-compliance, sometimes they complain about this or that on social networks, creating situations that are not always clear that they only postpone the solution.
By acting in this way, customers lose the opportunity to be the "inspectors” in real time, and to improve the quality of a service that has already become essential in the daily lives of thousands of people in Luanda.
Article written by Stenia Ribeiro, Call Center Leader.
