Customer Service Report: Evaluating Uber's Customer Satisfaction

This report provides a comprehensive analysis of Uber's customer service operations. It begins with an introduction to the importance of customer service and then delves into various aspects of Uber's business. The report examines Uber's mission, vision, target customer segments (including students, employees, professionals, retirees, and middle-class individuals), and the methods used to identify customer needs, such as feedback mechanisms and social media. It also explores Uber's promotional strategies, service offerings (ride-hailing, package delivery, courier services, etc.), and competitive advantages and disadvantages compared to competitors like Lyft and EasyTaxi. The report discusses consumer rights, the role of CRM practices in managing customer satisfaction and confidentiality, and concludes with recommendations for improving customer service, such as taking frequent feedback and reviews from consumers and distributing the report to the top management for decision-making. The report references various books, journals, and online resources to support its findings.

TASK 3.1 – CUSTOMER
SERVICE REPORT &
ROLE PLAY

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
1...................................................................................................................................................3
2...................................................................................................................................................3
3...................................................................................................................................................4
4...................................................................................................................................................4
5...................................................................................................................................................4
6...................................................................................................................................................4
7...................................................................................................................................................5
8...................................................................................................................................................5
9...................................................................................................................................................5
10.................................................................................................................................................5
11.................................................................................................................................................6
12.................................................................................................................................................6
13.................................................................................................................................................6
14.................................................................................................................................................6
CONCLUSION AND RECOMMENDATION...............................................................................6
REFERENCES................................................................................................................................8
APPENDIX......................................................................................................................................9

INTRODUCTION
Customer service is very essential for the business to be provided by the company. this is
particularly because of the reason that if the customer services will be provided effectively then
this will increase interest within the company. Thus the present report involves the analysis of
the customer service relating to Uber.
MAIN BODY
1
Name of company- Uber
Mission- the mission statement of the company involves “transportation to be reliable and
running just like water that is everywhere and for everyone.” (Uber mission and vision statement
analysis, 2021)
Vision- the vision of Uber involves the statement that “the company need to ignite the
opportunity by setting the world in motion.”
Location- the company is based in San Francisco and is having its operation in more than 900
metropolitan areas all over the globe.
Customer service and product they provide- Uber technology is an American technology
company whose services involves ride hailing, package delivery, couriers, motorized scooter
rental, freight transportation and other related aspect.
2
Customers of includes generally students, employees and professionals. This is particularly
because of the reason that most of the professional’s unemployed people required the services in
order to reach to their places. In addition to this the retired and handicapped people are also a
major as target of the Uber. This is particularly because of the reason that I'm the handicraft and
retired people also require the services of Uber frequently. In addition to this another key
consumer segment is the working class people that are middle class people. This is particularly
because of the reason that middle class people do not have much access to the on vehicles and
for this they undertake the use of Uber services. All these research have been undertaken online
by using the Boolean operators. For the present study the use of Boolean operator of 'and' has

been undertaken. For these it was searched like the customers and the segment to which the
customer belongs (Sthapit and Björk, 2019).
3
For identifying the needs of the customer Uber undertake the use of the feedback method. This is
a good method where in the company frequently takes feedback from the consumers relating to
the product and services of the company. This is assistive to company in identifying the different
needs and requirements of the consumer and try to fulfil it (Shokoohyar, 2018). By taking the
feedback over can communicate with the venue was and try to identify their needs easily and
effectively. This can also be undertaken with help of the social media and the latest digital
technology
4
The use of promotional strategies very essential for targeting the consumers to use the services of
a full stop and undertakes the use of social media and sales promotion as their promotional
strategy. This is being undertaken in order to increase the sales of the company. This is
particularly because of the reason that with increased use of social media and the sales promotion
techniques like providing discount and others will attract a consumer towards Uber.
5
The company undertakes the simple procedure for using an insurance theft promotional
strategies are up-to-date and relevant with respect to the customers need. For this the company
undertakes the use of standard procedure that is to analyse the customer needs and implement the
changes within the operations. In addition to this the promotional strategies are also up- to- date
as the companies using the latest social media marketing strategy in order to attract the
consumers. In addition to this to ensure the effectiveness of the promotional strategies it can be
analysed that the revenue has been decreasing. This is simply because of the current pandemic
situation under taking place within the world.
6
The company is providing the services of delivering the person from one place to another,
different packaging services along with courier services and many other related services. All
these services are provided to every type of segment which tea company is elected that is
demographic psychographic and behavioural. The services of over matches with the need of the

customer because the person needs to travel from one place to another and Uber assist them in
doing so. Hence the product and services offered by the company is being liked by the consumer.
7
There is not as much any area which Uber has left unturned in order to satisfy the need of the
consumer. The company is always trying to reach to the need of the customer without any delay
and dissatisfaction to the consumer (Uber announces results for fourth quarter and full year
2020, 2021). The companies providing a variety of services including different types of ride
options earning with Uber helping businesses move ahead along with different comfortable cars
and other safety measures as well. Hence, all these aspect and services motivates the consumer to
undertake travel with help of Uber in order to satisfy the needs.
8
Company Advantage Disadvantage
Lyft Easy to hire Surge pricing
EasyTaxi Safer and more flexible for
drivers
Low fare hurts the driver
Flywheel Competitive pricing Negative impact of rice
competition
9
For assisting the customers of uber the online delivery of the services can determine that whether
the product or service is being good or not (Siagian, 2020). The major alternative which can be
offered within the product range is quality experience to the consumer of a stop this is
particularly because of the reason that the experience of consumer will be good then they will
frequently travel with uber.
10
The consumer is having the consumer right and guarantee with respect to the product or service
which they are purchasing. Hence they can comply with the Australian consumer law and order
to ensure that all their rights have been fulfilled by the company at time of selling the product or
service. The consumer has right to cancel the order at any time in case they do not feel too

contact with the company. These codes of practices and the policies and procedures can be
applied in a situation when the consumers have been cheated (Suhami and et.al., 2018).
11
For ensuring the fact that all the reference for the product and services a matching to the need of
the customer the most essential aspect is to ensure the number of leaves which have been
converted into the customer. This is particularly because of the reason that if the consumers are
being converted from the lead then this will assist the company in increasing their sales.
12
One method can be word-of-mouth impression in order to increase the sales of the company.
This is an internal method through which it referrals can be improved. On the other hand,
organising any e recognition event or sponsoring the charity event can also be a method of
referral pipeline.
13
The company for managing the customer satisfaction and confidentiality along with security
undertakes the use of CRM practices. The CRM is software which assists the company and
recording all the records relating to the customer. Hence this will assist the company in
managing the place effectively (Shokoohyar, 2018). in addition to this it is also recommended to
the company to undertake t current market research frequently. This is pertaining to the fact that
in case of frequent market research is being undertaken then this can improve the knowledge of
the company relating to customer needs.
14
This report will be distributed to the top management and the decision making committee. This is
pertaining to the fact that the report highlights many relevant parts which are helpful for the
management and decision committee to improve the working of the company.
CONCLUSION AND RECOMMENDATION
In the end it is concluded that managing customer service is very essential for the success of the
company. this is pertaining to the fact that when the customer will be happy then they will be
frequently coming to the place.
Hence, it is recommended to Uber that they must frequently take feedback and reviews from the
consumers. This is pertaining to the fact that when the company will take feedback from the

consumers then this will provide a base to the company that how they can improve the working
and operations.

REFERENCES
Books and Journals
Shokoohyar, S., 2018. Ride-sharing platforms from drivers’ perspective: Evidence from Uber
and Lyft drivers. International Journal of Data and Network Science, 2(4), pp.89-98.
Siagian, V., 2020. Customer Expectation and Customer Satisfaction: Reviewing Service Quality
of UBER. JKBM (Jurnal Konsep Bisnis Dan Manajemen), 6(2), pp.209-217.
Sthapit, E. and Björk, P., 2019. Sources of value co-destruction: Uber customer perspectives.
Tourism Review.
Suhami, M., and et.al., 2018. Service attributes, customer satisfaction and return usage: A case of
Uber Malaysia. Journal of Tourism, Hospitality & Culinary Arts, 10(2), pp.81-103.
Online
Uber announces results for fourth quarter and full year 2020. 2021.[Online]. Available through:
<https://investor.uber.com/news-events/news/press-release-details/2021/Uber-
Announces-Results-for-Fourth-Quarter-and-Full-Year-2020/default.aspx>
Uber mission and vision statement analysis. 2021. [Online]. Available through: <https://mission-
statement.com/uber/>

APPENDIX