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High cancellation rate in Hyderabad - Coggle Diagram
High cancellation rate in Hyderabad
Customer
a. Customers cancellation is high leading to overall cancellation
WHY - Higher waiting times (ETA 16.67)
Need to investigate 'why'
b. Customers of specific zones are cancelling the rides.
Customer cancellation is not specific to any zone as per data. Thus cause is invalid.
c. High cancellation rates during specific hour
Customer cancellation is not specific to any hour as per data. Thus the cause is invalid.
Company
a. Average price is higher at Hyderabad
Average pricing is actually lowest at Hyderabad (152.97). Thus cause is invalid
b. Fault in the pricing algorithms
Since same algorithm works in all other cities and issue is witnessed only in one city, this cause is invalid
Collaboration
a. Driver cancellation rate is high in Hyderabad
Driver cancellation rate in Hyd is 5.18 which is not very different from other cities. Thus cause is invalid
b. Drivers are not available in few zones.
Fulfillment rate in all zones is between 69.67 to 70.33
and thus cause is invalid.
Context
a. Hyderabad has higher cancellation rates across other aggregators too.
Data required to validate further
b. There are some cashback offers customers want to encash by booking ride and then cancelling
Data required to validate further
Competition
a. Other aggregators are offering lower prices.
No data available to validate
b. Other aggregators are offering higher fulfillment.
No data available to validate