A.1.

“The respondents are all relying on the application of their company. They said that
bookings are readily available anywhere once they open the application of their
company. Also, they should have a reliable internet connection. There are times that
bookings are just few. However, during the rush hour bookings from the customer
piled up. Bookings are available in an auto-generated application, it is just their
decision to accept it or not.”

A. 2. The respondents encountered negative feedback from the customers in different

situations. However, they manage these through the customer service provided by their
companies. There is an allotted hotline/ contact no. for the concerns of the customers.
Different perspectives may cause problems but for these riders they are they must pay
attention to these comments so they can improve their services.
The companies’ customer service is also doing their job. They are relying on the complaints to
the rider and letting the rider explain what really happened between the rider and the customer.
In such a way, the issue will be resolved, and both parties will go on with their routine.

B. 1. The screening procedures of the motor service companies are the same. According to the
respondents, there are required documents they must submit before they proceed to the driving
test. These documents are OR CR of the motorcycle, Professional driver’s license, and NBI
Clearance. After, they submit the necessary documents, they are going to take a driving test, and
lastly the training and orientation before being hired.

2. According to the respondents, they really experienced customers who gave them either
negative or positive feedback. This feedback is reflected with their profiles on the application
through stars. When a customer gives them a positive remark then it will boost their motivation
to do more in their job. However, when there is negative feedback, they are trying to reflect so
they can improve their services. Most of them are still believing in the phrase “The customer is
always right.”
C 1. Companies are providing their riders with uniforms such as t-shirts, sweatshirts, and
helmets. They must wear this all the time for easier recognition and avoid suspecting them as
unregistered riders.

During the training and orientation, they are reminded to never argue with the customers. The
companies also teach them about the proper management of the customer when unwanted
incident happens. Their companies are also providing insurance to the passengers and riders.
Once you book in the application, whenever incident occurs, insurance will be given to the
passenger. That is the benefit they will get once they book the ride through application.

2. Most of the respondents answered that they need to adjust in accordance with the customers’
needs. They need to be considerate in the customer’s waiting time, way preference and the way
they drive. There are customers who are in a hurry, they must try. However, when uncontrolled
things occur like the traffic, the riders must explain to the customer that it is not possible with
their expected time of arrival.
These scenarios are common in their daily routine and according to them they must consider
these because it is where they raise their funds for the family.

D. 1. The riders are making their way to inform themselves about the new traffic rules and
regulations handed down by the Government Agencies like LTO and MMDA. These newly
implemented rules are regularly posted on the social media platforms of the agencies. The
respondents said that they must visit it regularly for them to know.
The companies are also doing their part in informing the riders through the application.
Notifications will be sent if there are new road and traffic rules given by the Government
Agencies. There are also seminars allotted to the riders for them to review the road rules. In this
way, the riders will be informed at all times.

2. Companies are providing their riders with uniforms such as t-shirts, sweatshirts, and helmets.
They must wear this all the time for easier recognition and avoid suspecting them as unregistered
riders.

Safety protocols are also done; they must ensure that the passenger must wear the helmet always
provided to them during the ride. Passengers are discouraged from using their phones so that
they can immediately respond when something happens on the road. This ensures the safety of
the customers.
Their companies are also providing insurance to the passengers and riders. Once you book in the
application, whenever incident occurs, insurance will be given to the passenger. That is the
benefit they will get once they book the ride through application.

E. 1. The respondents answered the same on this question. Regular checking of the motorcycle
must be conducted before going out on the road. This is an essential process for them to avoid
inconvenience. The monthly maintenance of the motorcycle must also be done. Change oil, tires
and brakes are done monthly to avoid the possibility of accidents due to these factors. Also, the
riders are also checking on the equipment they are letting the customers use like the helmet. Then
ensure the safety and security of their passengers through this.

2. Companies require them to always wear proper uniform such as the shirt and helmet with its
logo. In this way, the riders will have the identity as the riders of their company. A respondent
also shared that there are people with wrong motive that are pretending to be a Company Rider
and not wearing a uniform. This protocol ensures the passengers safety whenever they book a
ride on the app.