Leading bike-taxi firm found churn drivers & uplift via 1,000+ commuter & 50+ ex-user interviews
29 May 2020
1 min read
Detailed view of a bike-taxi commute across Indian cities to gain deep insights about key influencers and pain points that shape consumer behavior. Competitive benchmarking and NPS analysis of major bike-taxi players in India to understand key strengths and weaknesses.
Context
- Client Description: Leading bike taxi player in India
- Opportunity: To understand the prevalence of bike-taxi commute in Indian cities and analyze the key differentiators and pain points that shape consumer behavior. To perform a competitive benchmarking and NPS analysis of the bike-taxi space in India and understand drivers for promotions and detractions
Our Approach
- Conducted a survey for 1,000+ commuters using bike-taxi services in India across Metro and Tier-1 cities
- Conducted 50+ in-depth interviews with churned users to understand factors of promotion/detraction and key pain points with the existing bike-taxi services to formulate a better value proposition to gain market share
- Analysis of various use cases, frequency of trips taken, the average distance traveled by bike-taxi to evaluate market share
- Willingness to pay was analyzed for improvement of key service parameters for different customer archetypes to understand the incremental revenue potential