CABS

The average travelers are annoyed and tired arguing with taxi drivers on fares, rash driving, refusal to travel to
certain parts and above all travelling in a rickety vehicles that have outlived their age which makes the customer
feel uncomfortable. In today’s modern technology world people are willing to pay a little extra for a good quality
services, which are available around the clock. In order to fulfill customer need Meru Cabs has provided the best
cabs services in the town, with the built in tracking GPS-based dispatch technology and a 24X7 customer service
centers. What makes Meru the customer choice now a days is because of the faster respond from the customer
service and quicker pickup.

The aim of the survey is know whether MERU is good alternative for TAXI

This data has been collected through a survey carried out by Group A6 with Corporate as well as General Public in Mumbai S-1
 CABS
Is Meru cabs more comfortable than our local cabs?

1) Strongly Agree 3%
2) Agree
3) Poor
4) Disagree
5) Strongly Disagree
27%
14% 1
2
3
4
5

48%

This data has been collected through a survey carried on by Group A6 with Corporate and well as Company People in Mumbai S-2
 CABS
How do you rate Customer Care Services?

1) Excellent 8%
2) Good
3) Average
4) Poor
17%
5) Terrible
1
2
3
4
29%
5
39%

This data has been collected through a survey carried on by Group A6 with Corporate and well as Company People in Mumbai S-3
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Driver’s Attitude…
2%
1) Polite and Courteous
2) Decent Enough
3) Well Behaved
4) Arrogant 18%
5) Terrible
1
2
3
4
39%
32% 5

This data has been collected through a survey carried on by Group A6 with Corporate and well as Company People in Mumbai S-4
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Driver Services…

1) Route well known

2) Dressed Neatly 11% 9%
3) Drive Safely
4) All the above three
5) Terrible 9% 1
2
3
14%
4
5

This data has been collected through a survey carried on by Group A6 with Corporate and well as Company People in Mumbai S-5
 CABS
Professional & Timely Service?

1) Excellent 5%
2) Good
3) Average
4) Poor
5) Terrible
27% 1
2
27%
3
4
5

38%

This data has been collected through a survey carried out by Group A6 with Corporate as well as General People in Mumbai S-6
 CABS
What do you think about the Fare’s Structure?

1) Very Expensive
2) Expensive
3) Affordable 14%
4) Cant Afford
1

32% 2

50%

This data has been collected through a survey carried on by Group A6 with Corporate and well as Company People in Mumbai S-7
 CABS
Vehicle Experience..

1) Vehicle Clean 6%
2) Air Inside the cab fresh and clean
3) Seat Comfortable 15%
4) All the Three Above
5) Terrible

1
15% 2
3
4
5
18%

This data has been collected through a survey carried on by Group A6 with Corporate and well as Company People in Mumbai S-8
 CABS
How satisfied are you with Meru Cabs services?
2%
1) Excellent
2) Good
3) Average
4) Poor
5) Terrible 26% 1
18% 2
3
4
5

48%

This data has been collected through a survey carried on by Group A6 with Corporate and well as Company People in Mumbai S-9
 CABS
Overall, How will you rate Meru Cabs?

1) Excellent 6%
2) Good
3) Average
4) Poor
5) Terrible 24% 1
20% 2
3
4
5

47%

This data has been collected through a survey carried on by Group A6 with Corporate and well as Company People in Mumbai S-10
 CABS
Complain which we gathered.
1) The rate are slightly higher than the local cabs.
2) The Driver should be well versed with the Routes.
3) The Driver Attitude such as arrogant etc.
4) The Customer Care - The average time customer tend to wait is 15 – 25 mins before the customer care attends there call. There are
also time when the phone keeps on ringing and it automatically gets disconnected.
5) They only accept cash.

Suggestion which we gathered.

1) The Fare Rate should be revised and it should be decreased to certain percentage so that it can attract people from all level.
2) There are cases were the driver took length times to reach a certain destination than what should be actual. There should be very good
build-in GPRS technology which can easily locate the place and the way they are traveling so that the distance can be reduced and it
should also pop up the location indicator were we are traveling which will be a added advantage.
3) The Drivers should be properly selected in the sense that they should understand the English as generally the Clients are from
Corporate world. The Driver should be also given some sought of training so that they can speak in a polite way to the customer. They
should properly monitor on the habits of eating Gutkas or Pans in the Vehicle and also communicating on mobile while driving. This will
be helpful in reducing the road accidents. There should also be a suggestion box inside the cab were customer can give the proper
review of the cab and the driver.
4) The Customer Care should be given good training in handling customer. There should be a routine monitoring of Calls and a customer
care staff should attend the call within 3 – 4 rings. This will help in reducing the waiting time of the customer which in turn will help to
increase the business. If possible the members of the Customer Cares Dept. should be increased so that they can attend more people
in less time,
5) One of the most important thing is that they only accept Cash, were Credit Card and Debit Cards are accepted in all part of transaction.
They should get a system of Accepting Card Payments.

This data has been collected through a survey carried on by Group A6 with Corporate and well as Company People in Mumbai S-11
 CABS
Would you refer Meru to Others ?

59% - YES
40

35

30

25

20

15
24% - NO

10
17% - Cant Say
5

0
1
2
3

This data has been collected through a survey carried on by Group A6 with Corporate and well as Company People in Mumbai S-12
 CABS
From this survey we would like to conclude that MERU is still the preferred Cab Services but to maintain the Standards in this very open
competitive market they have to improve the Customer Care services and have to restructure the fare rate.

“A LUXURY WITH CONVENIENCE”

This data has been collected through a survey carried on by Group A6 with Corporate and well as Company People in Mumbai S-13
Group A6
 Amit Chindarkar
 Gaurav Mittal
 Kartik Raju
 Manoj Karode
 Pankaj Karekar
 Ravi Diwaldin

Thank you