We are launching the “Dynamic Pricing” feature which will replace the current peak pricing structure. The feature is aimed to ensure that we provide –
- Better visibility to the customer on the charges and fares for their ride
- Cap the maximum fare amount to ensure that customers pay the best rate for the service and we are compliant to govt. regulations (where applicable)
Customer Communication
Customer calls and enquire:-
- Why is this change made and why can’t I see the earlier multiplier?
Voice Team:- Mr. Customer, this change is brought in to bring more transparency and customer can view the detailed revised charges before booking the ride.
- Why is peak pricing being charged even though it is already banned?
Voice Team:- Mr. Customer, this change ensures that we do not charge you anything which you do not accept to pay. We are fully compliant with local rules regulations and are committed to providing excellent services at all times to our customers
How does Dynamic Pricing Work?
Henceforth, there will be no multiplier which the customer would be able to see (ex – 2x or 1.2x) and this will be replaced by the following categories –
- Low peak pricing
- Moderate peak pricing
- High peak pricing
The customer will also see the revised rates while booking the ride and will have better visibility of what he is paying – snapshots below. This will include the revised rate card including pre-applied peak pricing for “base fare” + “per km charge” + “Ride time”
As usual, the customer can choose to either “Accept” or “Reject” the revised tariff before booking the ride.
Once the ride is complete, the revised rate card will also show as a description at the bottom of the bill along with the break-up of “base fare” + “per km charge” + “Ride time”
How to assist the customer regarding invoice calculation?
We shall continue to assist the customer as usual and will address all their queries on the invoice. The only change is – “we should not inform the peak pricing multiplier to the customer, even though it will continue to appear on CRM”
The revised rate card will be available at the bottom of the invoice screen and this must be used to give information on charges.
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