Shulou(Shulou.com)11/24 Report--

On September 20, under the guidance of the China Urban Public Transport Association, Amap and more than 100 ride-hailing platforms, including Huandao Travel, Caihua Travel and Fengyun Travel, jointly launched the "choose and sit at ease" service activity. committed to reshaping the benchmark service and jointly building a rest assured platform.

As an aggregation platform, Gaode opens a series of capabilities such as safe travel model, fare bodyguard and five-star platform service logo to the ride-hailing platform to form double insurance for consumers' rights and interests.

▲ China Urban Public Transport Association, Gaode aggregation platform and online ride-hailing platform launched the "rest assured Choice" service action aggregation model to become the main force of online ride-hailing demand growth.

The basic operation of the online ride-hailing industry of the Ministry of Transport shows that since the first release of monthly orders for the aggregation platform in July 2022, to July this year, the monthly order volume of the aggregation platform has increased by 7900, a year-on-year increase of 52 per cent. The total monthly order volume of the online ride-hailing industry has increased by 126 million, and the aggregation platform accounts for 63% of the industry's increment, which has become the main force of the online ride-hailing demand growth.

Ji Xuehong, a professor at the School of Economics and Management of the Northern University of Technology, said that the aggregation platform has good potential in the development of the ride-hailing industry. The aggregation platform not only activates the demand of the ride-hailing industry and "delivers fresh blood" for the healthy development of the industry, but also inspires the ride-hailing platform to take the quality of service as the value yardstick and give full play to its professional ability. continue to enhance consumers' ride experience and rights and interests protection, reflecting a kind of "hematopoiesis" ability.

Li Xinhua, general manager of Gaode ride-hailing, believes that large-scale interconnected platform enterprises connect online ride-hailing services in aggregation mode, helping the online ride-hailing platform reduce passenger costs by 90%, traffic is no longer a luxury, and ride-hailing platforms that are good at service have been given opportunities for development. Traffic can be distributed by service, and returning to the nature of service will become the long-term doctrine of the development of the industry.

Evaluation results of August five-star platform in more than 30 cities are released.

Under the guidance of the China Urban Public Transport Association, Amap and 100 ride-hailing platforms jointly released the evaluation results of the five-star platform in August 2023.

Gu Dasong, executive director of the Transportation Rule of Law and Development Research Center of Southeast University, said that there are regional differences in the service quality of the ride-hailing platform, and the service quality is directly related to the investment of the region, so it is difficult for a platform to provide high-quality services throughout the country.

Take Shanghai and Hangzhou as examples, according to the Shanghai Municipal Transportation Commission, the lowest complaint rates of car-hailing platforms in Shanghai in the first quarter of this year were AA car rental, Yuedao car rental and Meituan car-hailing. Hangzhou Transportation Bureau announcement shows that in the second quarter of this year, in the service quality evaluation of Hangzhou ride-hailing platform, journey ride-booking, Cao Cao travel and road travel ranked among the top three.

In order to help each ride-hailing platform to objectively evaluate the service quality, Gao de, as an aggregation platform, has jointly established a "benchmark service quality evaluation system" with the ride-hailing platform. The evaluation revolves around safety management, operational efficiency, ride experience, customer service guarantee, industry responsibility and other indicators.

Li Xinhua, general manager of Gaode Taxi, said that the higher the benchmark service quality and the more deterministic the ride-hailing experience, the more assured consumers will be. In recent years, Gaode and its partners have continued to build a service evaluation system. This year, many cities have made differential positioning of the aggregation platform and ride-hailing platform, their respective responsibilities are clearer, and the operation of the evaluation system is more targeted.

At present, more than 100 ride-hailing platforms have participated in the benchmark service quality evaluation, which is carried out on a monthly basis in more than 30 cities. In the benchmark service quality evaluation in August this year, the top three platforms in Beijing are Xinghui Travel, Fidi Taxi Travel and AA Travel, Shanghai is Hengdao Travel, Cao Cao Travel and Orange Travel respectively, Shenzhen is Zhongjiao Travel, T3 Travel and Cao Cao Travel, and Hangzhou is Caihua Travel, Taxi hailing and Cao Cao Travel.

The service logo of the ▲ five-star platform makes the service a choice for passengers. According to Gaode, the service logo of the five-star platform is dynamically updated based on the monthly evaluation results. The top three platforms will show consumers that the online ride-hailing platform is inaccurate in pre-valuation, does not support adding route points, and other service deficiencies also have corresponding marks. Consumers can have a clear understanding of the service quality of the ride-hailing platform when they take a taxi, making the service another choice in addition to the price, and allowing the platform to get more orders by virtue of the service.

Guo Lihao, deputy secretary-general of the China Urban Public Transport Association, said that in July this year, the National Development and Reform Commission issued a notice on measures to restore and expand consumption, proposing to continuously improve the quality of consumer services and comprehensively carry out assured consumption action. The introduction of the benchmark service quality evaluation system and the service logo of the five-star platform has improved the service standards in the field of travel and created a secure consumer environment.

More than 100 ride-hailing platforms are connected to the safe travel model.

At the press conference, Gaud released a large model of safe travel. The safe travel model is based on Gaode's capabilities such as map big data, location big data, navigation big data, intelligent decision system, and so on. from the whole process of risk identification, risk early warning, real-time protection, normal governance and other processes to help the online ride-hailing platform to improve security management capabilities and reduce security risks.

The safe travel model can identify a variety of risk scenarios, such as dangerous traffic environment, bad driving, abnormal itinerary, drunk ride and so on, and synchronize to the connected online ride-hailing platform in real time. The online ride-hailing platform can remind drivers to avoid risks in real time through pop-up windows, voice broadcast, IVR and other ways. Through the data precipitation of the large model, the online ride-hailing platform can form a portrait of the driver's driving behavior and systematically manage the drivers who frequently have bad driving behavior.

At present, more than 100 ride-hailing platforms have been connected to the safe travel model, completing more than 1000 road safety warnings per day, and the driver's overspeed has been reduced by 18.4%. Based on the portrait of driving behavior formed by the large model, the online ride-hailing platform organizes more than 1000 driver training sessions every month to urge the improvement of driving behavior.

At the same time, Gaud also provides passengers with real-time protection such as 110-button alarm, emergency contact, trip sharing, IVR prompts and so on.

Dare to pay 90% of the upgrade fare for the bodyguard to deal with the fare problem in seconds.

In 2019, Gaode taxi-hailing combined with 27 online ride-hailing platforms to make a "dare to sit and dare to pay" service pledge. When passengers encounter five types of fee disputes, if the ride-hailing platform is not processed within 48 hours, Gaode will directly pay compensation for passengers in advance. "dare to sit and dare to pay" has created the first aggregation platform advance compensation model in the industry.

With the upgrading of technical ability and customer service, Gao de comprehensively upgraded "dare to sit and dare to pay" to "fare bodyguard", providing users with multiple guarantees such as real-time escort, second processing and advance compensation, and raised the speed of handling the whole scene fare problem to the second level.

▲ fare bodyguards automatically waive unreasonable fares for passengers. Bodyguards can intelligently identify and automatically intercept orders with abnormal fares, and the synchronous online ride-hailing platform prompts drivers to review the fares before passengers find unreasonable fares and automatically waive them.

When passengers find questions about the fare by themselves and give feedback in Amap's App, the fare bodyguard can realize the judgment in seconds, pay compensation in seconds for unreasonable fares, and give a fee description in seconds for orders with normal fares.

In order to ensure the timeliness of dealing with relatively complex fare issues, Gao de promised to complete all fare issues within 36 hours, regardless of responsibility and compensation in advance.

At present, Gao de has achieved 90% of the fare problem in a second, and the 36-hour advance payment commitment is also in a leading position in the industry.

Li Xinhua, general manager of Gaode Taxi, said that in order to protect the online ride-hailing platform and the rights and interests of drivers, the bodyguards of the fare are paid in advance by Gaode, and only those who are later confirmed as the responsibility of the platform and the driver will recover the compensation. At the same time, Gao de also opened the ability of fare bodyguards to the online ride-hailing platform to help the online ride-hailing platform intercept abnormal fees and optimize billing capacity.

Zhang Dezhi, director of the Consumer Supervision Department of the China Consumer Association, said that the service action of "choose and sit at ease" is a step ahead in the implementation of the first inquiry responsibility system, and the aggregation platform and ride-hailing platform have formed double insurance in strengthening the protection of consumers' rights and interests. It is hoped that more aggregation platforms and ride-hailing platforms will make more promises that are higher and more beneficial to consumers according to their actual business conditions, so as to improve consumers' consumption experience and identity to the aggregation model.

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