Uber is gaining traction fast across the globe. This is yet again another example of how the advancement of technology have made it possible for a provider to connect with a consumer DIRECTLY. Uber, a ride sharing platform allows a rider who is the consumer to connect with a uber drive who is the provider. It facilitates a seamless process in connecting between the rider and driver and takes a commission out of this service.
What is intriguing is it is a self regulated user experience system where rider and driver get to rate each other after every completed ride. Uber demands a minimum average rating level for its drivers and riders failing which, they will be taken out of the system. Such rating has ensured that the service quality is maintained not just by the provider that is the driver, but also by the consumer.
The reliability of the platform via smartphone apps is excellent that has made more and more individuals getting into this system. So how is this related to Netpromoter? We know netpromoter discipline is about understanding customers satisfaction level and expand the proportion of happy customers versus the not so happy ones. The happy customers will continue to use the service and bring more of their friends to use the service.
And Uber is just doing that! With its reliable apps and self regulated service quality level, the happy riders continue to increase their share of wallet on Uber versus conventional Taxi service and by word of mouth, bringing more of their friends to be part of the Uber family. Similarly on the driver end, they find the system to be reliable with prompt and consistent payment for the services rendered, drivers spend more time on providing rides and bring more of their friends to be drivers of this system.
While there are some regulatory issue in each country that appear to be hindering this revolution, ultimately in a consumer driven world today, I am sure Uber is here to say!
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