Surveys, questionnaires, interviews, and focus groups

 

• Goal of the Research

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• Understand the pain points and needs of riders and drivers.

• Identify expectations from a new ride-hailing app.

• Discover motivations and barriers to switching from Uber/Ola.

• Inform features, pricing, and UX.

 

•  Surveys & Questionnaires​

 

• Method

  • Distributed via Google Forms, social media, and WhatsApp groups in Tier 1–3 cities.

  • Targeted two segments: Passengers and Drivers.

  •  Sample Size

  • Riders: 150 responses

  • Drivers: 60 responses

 

• Sample Survey Questions for Riders

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• General Behaviour:

  • How often do you use ride-hailing apps (e.g., Uber, Ola)?

  • Which app do you prefer and why?

  • What frustrates you most when using your current ride-hailing app?

  • How do you usually pay for rides? (Cash, UPI, Card, Wallet)

  • Would you consider switching to a new ride-hailing app if it provided better fares and service?

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• Preferences & Features:

  • Rate the importance of these features (1-5):

    • Fare transparency

    • Driver behavior

    • Ride tracking

    • Local language support

    • Discounts and offers

 

• ​Sample Survey Questions for Drivers

  • Which platform do you currently drive for?

  • How satisfied are you with earnings and incentives?

  • Do you feel the current platforms treat drivers fairly?

  • What improvements would you like to see in a new app?

  • Would you register on a new platform that offers better commissions and support?

 

• User Interviews (Qualitative Insight)​

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• Method

  • Conducted with 10 riders & 5 drivers across Delhi, Bangalore, and Guwahati.

  • Semi-structured format (open-ended questions).

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• Sample Interview Questions – Riders

  • Can you walk me through your last ride-booking experience?

  • What made it smooth/difficult?

  • What makes you loyal to a particular app?

  • Would you use an app that integrates local culture or language?

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• Sample Interview Questions – Drivers

  • What challenges do you face daily on your current platform?

  • Have you ever faced unfair penalties or ride cancellations?

  • What would motivate you to try a new ride-hailing app?

 

•  Focus Groups

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• Method

  • 2 sessions (6–8 people each)

  • One with frequent riders

  • One with professional drivers

  • Location: Online Zoom + offline café in Guwahati\

  • Duration: 60–90 mins

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• Focus Group Themes

  • Trust & Safety

  • Incentives & Rewards

  • Regional cultural adaptation (e.g., language preferences, festive discounts)

  • Driver support and communication

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• Analysis and Results

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•  Riders – Key Findings

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• Drivers - Key Findings