Wednesday, April 13, 2016

Behavioral changes! V 1.0


I was recently very surprised to read a newspaper article on Uber (in Bangalore) providing customers a rating. What !! Aren't customers supposed to provide ratings for the services received. Defied logic. 


I had seen a big change in how customer friendly Ola drivers had become (in Chennai) after ratings were introduced. Not only customer friendly, but also better drivers -- no rash driving, lesser honking, no foul mouthing other drivers on the road and no expectation on extra tips...hmm!! 
Never mind the Ola boats which came during the December rains, but we started having a preference for Ola cabs - especially after our car was flooded and we were dependent on other modes of transport!

When I casually enquired with the drivers, soon realized that their incentives / customers assigned are linked to the ratings received. 
Is amazing to see how introduction of these ratings And linking it to their incentives could bring in such a positive behavioral change.

Coming back to Uber, as I started to read the article in detail, was intrigued to see the parameters that the drivers had for rating - timeliness, conversing, clarity on route/route guidance, etc. -- clearly, well thought out parameters to bring about customers behavior changes.
  
Being in the service industry, despite being a captive organization, many times having to put up with "customers" requests, one sided expectations....I started think of “Hey, maybe this could be the way to change behaviors”

After some soaking of "customers ALSO being rated" I can relate very well to what Uber is doing. If implemented in the right way and used judiciously, it would lead to better behaviors on both sides.

It would be interesting to see the customers reactions when this introduced in more places / services - for sure, I would need some getting used to...

This blog has a 1.0, so you can definitely expect Kanchana-II, Aranmanai-II's :)

Cheers

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