Ola vs uber NPS survey Numr

The Indian Ride Sharing market is estimated to be worth $14.3 billion by 2022, growing at a CAGR of 13.7%. Unsurprisingly, increasing disposable household income, the changing travelling lifestyle and the ongoing digital revolution seem to be the principal impetuses driving the demand for Ride Hailing Services in India. Presently, the Ola vs Uber race is in full throttle, as both try to single-handedly dominate the market.

Since, the services they offer are more or less similar, it is Customer Experience that will be a deciding factor in who emerges as the winner. Therefore, Numr’s NPS survey revolves around customer experience, satisfaction and loyalty, believing it to be an apt metric to predict growth.

So, Numr Research surveyed over 500¹ people from different metro cities of India to investigate what drives a customer to select his preferred ride hailing service.

Given below is the result of that survey.

PART 1- INDIAN RIDE SHARING MARKET

QUESTION

Which app(s) have you used for booking a Taxi?

QUESTION

Which app do you use most often?

 

Out of the app(s) the respondents had chosen, they were asked to select the one that they used most frequently.

PART 2- OLA vs UBER

Consequently, given below is the Customer perception of Ola and the Customer perception of Uber across various parameters such as Affordability, Availability, Comfort, Cleanliness, Customised to my needs, Ease of Usage of app, Offers and Discounts, and safety.

PART 3- NPS (OLA vs UBER)

Clearly, Ola and Uber together have wholly decimated almost all competition.

Since, both are nearly identical in the kind of services they provide, therefore, it is the quality of service and customer perception that act as major differentiators between the two. Hence, Customer Loyalty and Customer Satisfaction are crucial in deciding the victor of the Ola vs Uber race, and NPS is an excellent indicator of those. 




METHODOLOGY

¹SEC A1

ONLINE PANEL

A total of 500 respondents across various demographics were surveyed. These respondents all belonged to the top 8 cities, namely Delhi NCR, Mumbai, Kolkata, Bangalore, Pune, Hyderabad and Chennai and were at least 22 years of age, at the time of answering the survey. Also, these respondents were affluent, tech savvy urbanites who routinely use OTT platforms, are extremely health conscious and keenly aware of changing market trends.

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