Transcription
App use surveys April 2017T rans port for L ondonF inal R eportO ur ref: 22975301A pril 2017C lient ref:
Ę ÕMŃÔ F MN MŌŇÌ ÒŌÒŃMN Ė ŐŐ Į ŒÑĬ ÞǾQÑŘT rans port for L ondonF inal R eportA pril 2017O ur ref: 22975301C lient ref:P repared by:P repared for:S teer D avies G leaveT rans port for L ondon28-32 Upper G round230 B lackfriars R oadL ondon S E 1 9P DL ondonS E 1 8NW 44 20 7910 5000www.s teerdavies gleave.comS teer D avies G leave has prepared this material for T rans port for L ondon. T his material mayonly be us ed within the context and s cope for which S teer D avies G leave has prepared it andmay not be relied upon in part or whole by any third party or be us ed for any other purpos e. A nypers on choos ing to us e any part of this material without the expres s and written permis s ion ofS teer D avies G leave s hall be deemed to confirm their agreement to indemnify S teer D aviesG leave for all los s or damage res ulting therefrom. S teer D avies G leave has prepared thismaterial us ing profes s ional practices and procedures us ing information available to it at the timeand as s uch any new information could alter the validity of the res ults and conclus ions made.
C ontentsE x ec utiv e S um m ary . 1S tudy C ontext . 12Introduc tion . 3B ackground . 3T his report. 33Methodolog y and profile . 5O verview . 5Methodology . 5P rofile . 64T rav el behav iour .11Introduction .11Us e of travel modes .11B lack cab .12Minicab .185A pp Us ag e .24Introduction .24B lack C ab .25Minicab .296Im pac ts on T rav el B ehav iour .337A pp S atis fac tion .36Introduction .36Number of A pps .36Is s ues and C omplaints .38Is s ue res olution .408C ommentary .42A pril 2017
E x e c u ti v e S u m m a r yS tudy C ontex tT rans port for L ondon – T axi & P rivate Hire commis s ioned S teer D avies G leave toconduct a comprehens ive s urvey of black cab and minicab app us e in L ondon. T hiss urvey collected information about app us ers and non-app us ers and the impact of appus e on their travel habits .Methodolog y1,000 black cab and minicab us ers in L ondon completed an online s urvey duringS eptember 2016 us ing the R es earch Now panel. T he s ample of s urvey res pondentswas targeted at black cab and minicab us ers . As the s ample was not repres entative ofthe L ondon population the data was reweighted by Mos aic 1 prior to analys is .K ey F inding sApp Us er D emographics G enerally, app us ers had a higher average income than non-app us ers . 15% ofthem had a hous ehold income of les s than 25,000 whereas there were 27% ofnon-app us ers this income band.A pp us ers tended to be younger than non-app us ers : 70% of app us ers wereunder 44 years old, compared to jus t 34% of non-app us ers .B lack cab and Minicab Us e In the 12 months up to O ctober 2016 35% of app us ers and 22% of non-app us ersreported a decreas e in the amount they us e black cabs .In the 12 months up to O ctober 2016 19% of app us ers and 9% of non-app us ersreported an increas e in their us e of minicabs .22% of app us ers us ed a black cab at leas t once a week compared to 7% of nonapp us ers .25% of app us ers us ed a minicab at leas t once a week compared to 6% of nonapp us ers .A pp Us e 1T he mos t popular black cab app was Hailo which 31% of black cab app us erres pondents currently us e.T he mos t popular minicab app was Uber which 76% of minicab app us erres pondents currently us e.S ince s tarting to us e apps , 40% of res pondents reported increas ing their minicabus e and 28% reported a reduction in their us e of black cabs .S ince s tarting to us e apps , a third of res pondents reported decreas ing their us e ofnight bus es .44% of res pondents reported that app us e had meant that they increas ed thenumber of trips they take for leis ure or entertainment purpos es .47% of app us ers reported having more than one app and the mos t commonlychos en reas on for this was to compare prices (21% ).Mos aic is a geodemographic clas s ification which clas s ifies individuals into groups at an individual pos tcode level.A pril 2017 1
T he mos t common is s ue aris ing from app us e was the vehicle being delayed(36% ); this was followed by having an is s ue with the driver (23% ) and having atechnical problem with the app (17% ).C hanges s ince the res earch was undertakenIt’s worth noting that s ince the res earch was undertaken there has been a number ofchanges in the market – reflecting the dynamic and fas t moving nature of the market: K arhoo is no longer operating.Hailo has merged with MyT axi.A pril 2017 2
2IntroductionB ac k g round2.1T his report pres ents the res ults of a s urvey of L ondon res idents concerning their us e ofblack cab and minicab s martphones apps which was undertaken in O ctober 2016. T hisfollows on from qualitative res earch that was carried out previous ly where L ondonerswere invited to a focus group to provide ins ight on their us e of black cab and minicabapps .2.2T he focus groups highlighted a number of recurring themes from which the followinghypothes es were devis ed: 2.3T he us e of apps increas es the number of trips made by people, as well as redis tributing them between modes ;A pps can divert trips from a range of different modes ;C us tomer loyalty towards apps is high and s ome minor is s ues are tolerated aslong as cus tomer s ervice remains good;L oyalty to an individual app is les s s ecure and s ome us ers have multiple apps ontheir phone;O ver time, brand loyalty may become more of a factor s o there are likely to bedifferences in behaviour depending on how long the individual has been us ingapps ; andUber, Hailo and other apps may in effect, be becoming a new category of blackcab/minicab.T his report will look to s ee if the additional quantitative res earch proves or dis provethes e hypothes es .T his report2.4F ollowing this introduction, C hapter T wo des cribes the methodology for the s urvey andpres ents the profile of s urvey res pondents (which is des igned to reflect the population).C hapter T hree then looks at travel behaviour including how often us ers make us e ofblack cab and minicab s ervices compared to other modes .2.5C hapter F our cons iders app us age with C hapter F ive exploring the impact of mobileapps on res pondent’s us e of black cabs and minicabs .2.6C hapter S ix offers ins ight into the different mobile apps , whether res pondents havehad an is s ue and if that has had an impact on their loyalty to a s pecific s ervice.2.7C hapter S even provides overall commentary on the findings and looks to prove ordis prove the hypothes es s et out above.A pril 2017 3
2.8P leas e note, where it is pos s ible to draw a dis tinction, findings for black cabs andminicabs are pres ented in their own s ub-s ections . T he term ‘app us ers ’ us ed in thisreport refers to us ers of apps s pecifically for booking either black cabs or minicabs .A pril 2017 4
3Methodology and profileO v erv iew3.1T he app us e s urvey involved an online ques tionnaire that was targeted at a panel ofindividuals that were more likely to us e black cabs , minicabs and apps . T he res earchwas undertaken during O ctober 2016. A total s ample of 1,000 res pondents wasobtained.Methodolog yQ ues tionnaire3.2T he online ques tionnaire was s ent to participants recruited us ing the R es earch Nowpanel. It was des igned to take res pondents between 15 and 20 minutes to completeand covered the following topics : G eneral us age of black cab/minicab s ervices ;C hanges to us age of black cab/minicab s ervices ;C hanges to us age of other trans port modes ;Awarenes s of black cab/minicab applications ;Which apps they had us ed/s topped us ing;Is s ues and their res olution; andAwarenes s of rides haring 2 s ervices .S am pling3.3P rofiling was undertaken us ing Mos aic, a geodemographic clas s ification whichclas s ifies individuals into groups at an individual pos tcode level. T he profiling wasdes igned to particularly target L ondoners who were exis ting us ers of black cab andminicab s ervices . S imilar Mos aic types were groups clus tered together and theclus ters differed in terms of their us e of black cabs and minicabs , and their propens ityto us e black cab/minicab booking apps .3.4T able 3.1 below s hows the breakdown of res pondents bas ed on the different Mos aicG roups . A s ummary of the demographics of thes e Mos aic G roups has been includedin A ppendix A for reference.2S haring a black cab or minicab with one or more individuals you don’t know e.g. UberP O O LA pril 2017 5
T able 3.1: Mos aic profile of res pondentsMos aic G roupNum ber% ofs am ple% ofL ondonpopulationA - C ity P ros perity31531 %32%B - P res tige P os itions838%5%E - S enior S ecurity212%2%F - S uburban S tability202%1%G - D omes tic S ucces s889%9%I - F amily B as ics141%6%K - Municipal C hallenge909%14%L - V intage Value3 1%1%N - Urban C ohes ion26026 %17%O - R ental H ubs10711 %13%1,000100%100%TOTALNote: S ee A nnex A for more detail des criptions of the different Mos aic G roupsWeig hting3.5A ll data pres ented in this report is weighted to reflect the Mos aic profile of the L ondonpopulation, as pres ented in T able 3.1 above.P rofile3.6R es pondents were as ked a number of ques tions covering demographics and generalprofiling. Where there are notable differences in the profile of app us ers and non-appus ers the res ults are pres ented in detail below with a s ummary s ection for the others tatis tics gathered. A pp us ers are defined as individuals that res ponded they haveus ed either black cab or minicab apps . Where a graph s hows a s ample s ize of 1,000,all res pondents have been included.A pril 2017 6
3.770% of app us ers are under 44 years , compared to jus t 34% of non-app us ers . 32% ofapp us ers are within the 25-34 age bracket, with only 10% of non-app us ers . O ver aquarter of all non-app us ers were within the 65 category.F ig ure 3.1: What is your ag e?S am ple: 1,000 res pondents3.8T wo-thirds of thos e who res ponded have us ed a black cab in the las t 6 months (66% )– although jus t over a fifth haven’t us ed one in over a year (21% ). 4% s aid that theyhadn’t ever us ed a black cab.F ig ure 3.2: When was the las t tim e you us ed a blac k c ab in L ondon?S am ple: 1,000 res pondentsA pril 2017 7
3.990% of res pondents have us ed a minicab in the las t s ix months , with 7% s tating thatthey haven’t us ed one in the las t 12 months or ever.F ig ure 3.3: When was the las t tim e you us ed a m inic ab in L ondon?S am ple: 1,000 res pondents3.10A pp us ers tended to have higher levels of income. 27% of non-app us ers had ahous ehold income of les s than 25,000 whereas only 15% of app-us ers were in thisincome band.F ig ure 3.4: Whic h of thes e bands does your hous ehold inc om e fall into (before tax )?A pril 2017 8
S am ple: 1,000 res pondents3.11T he majority of res pondents were s martphone us ers (92% ) with a s lightly largerproportion of thos e being iP hone us ers rather than A ndroid. In terms of E U markets hare, as of S ummer 2016 , around 75% of mobile us ers are A ndroid and 19% Apple 3.F ig ure 3.5: D o you ow n a s martphone?S am ple: 1,000 res 6/05/17/android-roars -back-in-s tronges t-growth-intwo-years -as -apple-s hr/A pril 2017 9
3.12S ome of the more general findings are s hown in the F igure 3.6 below:F ig ure 3.6: G eneral finding s from the online panel s urv ey44T able NT S 9902, National T ravel S urvey 2014/15A pril 2017 10
4T ravel behaviourIntroduc tion4.1T his chapter identifies the extent to which res pondents are us ing different modes oftravel to get around L ondon, followed by a more s pecific focus on their us age of blackcabs and minicabs .Us e of trav el modes4.2F igure 4.3 s hows how res pondents us e different modes for travelling in L ondon. Its hows that: Walk is the mode us ed by the larges t proportion of the population: 95% including79% of people who walk at leas t once week;B us is the mos t us ed motoris ed mode with 55% of thos e s urveyed us ing it at leas tonce a week;24% us e black cabs at leas t once a month;35% us e minicabs at leas t once a month;27% us e black cabs very infrequently or not at all;10% us e minicabs very infrequently or not at all.F ig ure 4.1: H ow often do yo u us e eac h of thes e modes to trav el around L ondonS am ple: 1,000 res pondentsA pril 2017 11
B lac k c ab4.3A pp us ers (this includes both black cab and minicab apps ) are more likely to makeblack cab trips more regularly than their non-app counterparts with more than threetimes as many app us ers taking a black cab at leas t one day a week.F ig ure 4.2: H ow reg ularly do you us e blac k c abs ?Non A pp Us ersA pp Us ersS am ple: 1,000 res pondentsA pril 2017 12
4.435% of app us ers have reduced the amount of travel they make via black cabs , but11% had increas ed their us age. C onvers ely, 25% of non-app us ers s ugges ted thatthey have reduced their us age, whereas 4% s aid that they had increas ed it.F ig ure 4.3: In the las t 12 m onths hav e you c hang ed the am ount you trav el b y blac k c ab?S am ple: 1,000 res pondentsA pril 2017 13
4.5T he main reas on why people had either increas ed ( 4% ) or decreas ed (-13% ) theirus age of black cabs was changes to their travel habits , with app us age the s econdmos t cited reas on with 11% s aying this had made them decreas e their black cabus age (likely to be due to us e of a minicab app) and 3% s ugges ting this had madethem increas e it. 10% of res pondents als o s ugges ted that a preference for walking hadmade them decreas e their taxi us age.F ig ure 4.4: Y ou m entioned that you c hang ed the amount you tra v el b y blac k c ab, why is that?S am ple: 576 res pondentsA pril 2017 14
4.6Whether the us ers was an app or non-app us er had very limit impact on their times oftravel. D uring weekdays , app us ers are more likely (47% ) than non-app us ers (41% ) totravel throughout the day in a black cab. A t the weekend, app us ers als o more likely tous e them for their weekend evening travel (48% vs 45% ).F ig ure 4.5: T im e of journey – B lac k C abS am ple: 629 res pondentsA pril 2017 15
4.7A lthough not charted, of thos e s urveyed, two fifths of black cab us ers (40% ) s aid thattheir journeys were a mixture of both independent travel or with their friends orcolleagues . S imilar numbers of black cab res pondents travelled alone (28% ) or withothers (29% ).4.8J us t under two thirds of res pondents us e black cab s ervices for entertainment trips(62% ), a third for bus ines s trips (36% ) and another fifth s tating workplace (20% ) ands hopping (19% ).F ig ure 4.6: S elec t the type of trips you tend to m ak e in blac k c absS am ple: 659 res pondentsP leas e note, res pondents were allowed to s elect more than one res pons e.A pril 2017 16
4.9O ver a fifth of res pondents s tated that they would make black cab trips more often ifthere were a reduction in fares (21% ), with 1 in 7 s ugges ting fixed fares would increas etheir us age. 7% als o s ugges t that they would be more likely to us e black cabs if therewas an app available to make a booking or an option to pay with an app.F ig ure 4.7: T hink ing about how often you us e blac k c abs , s elec t up to 3 options that would m ak eyou us e them m ore often?S am ple: 659 res pondentsP leas e note, res pondents were able to s elect up to three options .A pril 2017 17
Minic ab4.10T here is a direct correlation between app us e and minicab us e. F our times as manyapp us ers make a trip at leas t once a week compared to their non-app counterparts .Non-app us ers are als o four times more likely to us e minicabs infrequently or never.F ig ure 4.8: H ow reg ularly do you us e m inic abs ?Non A pp Us ersA pp Us ersS am ple: 1,000 res pondentsA pril 2017 18
4.1119% of app us ers s ugges ted that they had increas ed the amount they travel viaminicab in the las t 12 months , compared to 17% who s aid that they had reduced theirus age. F or non-app us ers , 18% s aid that they had reduced their overall us age,whereas 9% thought that they had increas ed their us age. P leas e note, thatres pondents weren’t as ked to quanitiy the level of change.F ig ure 4.9: In the las t 12 m onths hav e you c hang ed the am ount you trav el b y m inic ab?S am ple: 1,000 res pondentsA pril 2017 19
4.12T he reas on cited mos t often for an increas e in the us age of minicabs (15% ) was us ageof apps , although 4% s ugges ted that this had decreas ed their us age. F or 9% ofres pondents , walking was s tated as reas on for reducing us age. C hanges to travelhabits (7% ) and pers onal circums tances (6% ) were the other mos t common res pons esfor an increas ed us e of minicabs .F ig ure 4.10: Y ou m entioned that you c hang ed the amount you tra v el b y m inic ab, w h y is that?S am ple: 564 res pondentsA pril 2017 20
4.13T here were negligible differences in the times of day that non-app us ers will make us eof minicab s ervices compared to app us ers . T he mos t marked difference is onweekend evenings , where 45% of app us ers make all their minicab trips , compared to40% of non-app us ers .F ig ure 4.11: T im e of journey – Minic absS am ple: 845 res pondents4.14A lthough not charted, minicab us ers are more likely to travel with other people (31% )than alone (24% ), although mos t res pondents s tated that they made a mix of journeysalone or with others (43% ).A pril 2017 21
4.15A lmos t three fifths of res pondents s aid that they us ed minicab trips for entertainment(57% ) purpos es , with jus t under a quarter s tating leis ure (23% ) and a further fifths tating bus ines s trips (21% ) and s hopping (20% ).F ig ure 4.12: S elec t the type of trips you tend to mak e in m inic absS am ple: 889 res pondentsP leas e note, res pondents were allowed to s elect more than one res pons e.A pril 2017 22
4.1617% of res pondents s ugges ted that a reduction in fares would make them more likelyto us e minicab s ervices , with 1 in 10 als o s electing fixed fares . 1 in 12 s tated thatbetter driver route knowledge would als o encourage them to be a more frequent us er.F ig ure 4.13: T hink ing about how often you us e m inic abs , s elec t up to 3 options that would m ak eyou us e them m ore often?S am ple: 889 res pondentsP leas e note, res pondents were able to s elect up to three options .A pril 2017 23
5A pp Us ageIntroduc tion5.1T his s ection looks s pecifically at res pondents us age of black cab and minicab apps ,which they us e, how long they have us ing them and explores their perceivedadvantages .A pril 2017 24
B lac k C abB lac k c ab app us ag e5.2Whils t 68% of res pondents are aware of mobile applications , only 20% us e them tobook black cabs . J us t under a third of thos e s urveyed were unaware that black cabapps exis ted (32% ). Hailo was the mos t commonly us ed app of the options available(31% ) and the s econd mos t popular app was C abApp (28% ).5.3Us ers were als o as ked which black cab apps they had tried and no longer us e. T hes election of apps for res pondents to choos e from was the s ame as above. T he mos tpopular ans wer was Hailo (25% ). T he s econd mos t popular choice was R adio T axis(21% ) followed D ial-a-C ab (18% ).5.4When black cab app us ers were as ked which black cab apps they had heard of butdidn’t us e, 40% of res pondents ans wered D ial-a-C ab and 37% s aid R adio T axis . 62%of us ers reported that they had not heard of K arhoo while 40% had not heard of G ett.F ig ure 5.4: Whic h blac k c ab apps hav e you heard of and whic h do you us e?S am ple: 181 res pondentsA pril 2017 25
5.5F or us ers , the mos t preferred app out of all the black cab apps was Hailo 5 (28% ). T hes econd mos t popular was C ab App (24% ).F ig ure 5.5: Whic h of thes e apps do you prefer to us e?S am ple: 67 res pondentsMos t res pondents were fairly new us ers of black cab apps with 66% having s tartedus ing the booking apps within the las t year. O nly 15% of res pondents had been us ingthe apps for more than two years .F ig ure 5.6: When did you firs t s tart us ing blac k c ab book ing apps ?5H ailo has s ince merged with MyT axiA pril 2017 26
S am ple: 181 res pondents5.6F our out of five us ers (82% ) us e apps to book black cabs with s ome regularity,ans wering either always (25% ) or s ometimes (58% ). O nly 3% of black cab app us erss aid that they never us ed apps to book black cabs .F ig ure 5.7: When you want a blac k c ab, how often do yo u us e a blac k c ab app?S am ple: 181 res pondentsA pril 2017 27
A dv antag es of app us e5.7B enefits related to convenience were the mos t common res pons es to this ques tionwith 16% ans wering that it was eas ier to pay, 14% citing the increas edavailability/reduced waiting times and 13% convenience more generally. T ravel cos tswere als o important to us ers , with 12% s tating that knowing the fare in advance and8% s tating that s aving money were benefits .F ig ure 5.8: What do you s ee as the m ain benefits of us ing a blac k c ab app?S am ple: 181 res pondentsA pril 2017 28
Minic ab5.8O ver four fifths of minicab us ers are aware of mobile applications , but jus t over a thirdactually make us e of them (36% ). J us t under a fifth of res pondents were unaware oftheir exis tence (18% ).5.9T he minicab app us ers were mos t aware of, or us ed was Uber (91% ). T his wasfollowed by A ddis on L ee (65% of res pondents had us ed or were aware of the app).5.10Us ers were als o as ked which minicab apps they had tried and no longer us e. T he mos tfrequently chos en app was A ddis on L ee (24% ).5.1170% of us ers had not heard of C limate C ars while 62% had not heard of K arhoo.F ig ure 5.19: Whic h m inic ab apps hav e you heard of and whic h do you us e?S am ple: 320 res pondentsA pril 2017 29
5.12T he mos t popular minicab app by a large margin is Uber (78% ). T he s econd mos tpopular is A ddis on L ee (14% ).F ig ure 4.20: Whic h of thes e do you prefer to us e?S am ple: 386 res pondents5.1382% s tarted us ing the booking apps within the pas t two years , with jus t over half of theres pondents s tating that they s tarted us ing minicab apps within the pas t year (56% ).F ig ure 4.21: When did you firs t s tart us ing m inic ab book ing apps ?S am ple: 339 res pondentsA pril 2017 30
5.1493% of res pondents us e apps to book minicabs with s ome regularity, ans wering eitheralways (42% ) or s ometimes (51% ). O nly 2% of minicab app us ers s aid that they neverus ed apps to book minicabs .F ig ure 4.22: When you w ant a m inic ab, how often do you us e a m inic ab app?S am ple: 339 res pondentsA dv antag es of app us e5.15F or res pondents increas ed convenience was the mos t cited benefit with 16%s ugges ting that it was eas ier to pay and 15% citing it was more convenient. T he priceof travel was als o important to us ers with knowledge of the fare in advance beingimportant for 12% of res pondents and 11% citing both fixed fares and s aving money asbenefits .F ig ure 4.23: What do you s ee as the m ain benefits of us ing a m inic ab app?A pril 2017 31
S am ple: 339 res pondentsA pril 2017 32
6Impacts on T ravel B ehaviour6.1T his s ection cons iders the impact of black cab and minicab apps on res pondents ’general travel behaviours and whether they were aware of the exis tence of rides haringoptions .6.2S ince s tarting to us e apps , 40% of res pondents reported an increas e in their us e ofminicabs and 16% reported an increas e in their black cab us e. However, 28% of us ersnow us e black cabs les s than before. A third of res pondents us e night bus es les s afters tarting to us e apps .F ig ure 6.1: S inc e you s tarted us ing apps , how hav e you c hang ed your us e of the follow ing m odesof trans port?S am ple: 361 res pondentsA pril 2017 33
6.344% of res pondents reported that app us e had meant that they increas ed the numberof trips they take for leis ure or entertainment purpos es (ans wering either increas ed alot or increas ed a little). 54% reported that app us e had no impact on the number ofleis ure or entertainment trips they took while only 2% reported that app us e hadreduced thes e trips .F ig ure 6.2: H as your us e of apps affec ted the ov erall num ber of trips for leis ure or entertainmentpurpos es you m ak e in L ondon?S am ple: 361 res pondentsA pril 2017 34
T ax i & Minic ab R ides haring6.489% of res pondents s aid that they had heard of rides haring and 71% s aid that theyhad either us ed it or would be interes ted in us ing it. J us t over a quarter (28% ) ofres pondents s aid that they were not interes ted in rides haring.F ig ure 6.3: A re you aw are of rides haring with people you don’t k now?S am ple: 166 res pondentsA pril 2017 35
7A pp S atis factionIntroduc tion7.1T his chapter looks at s atis faction to explore if res pondents had more than one appins talled and als o if they have ever had any problems , how did they go about res olvingthem.Number of A pps7.2J us t over half of res pondents (53% ) s tated that they had a s ingle black cab or minicabapp ins talled on their device, a quarter (26% ) having two ins talled jus t over a fifth(21% ) ins talling at leas t 3 different apps .F ig ure 7.1: H ow m an y apps do you us e?S am ple: 373 res pondentsA pril 2017 36
7.3F or res pondents , comparing prices was the main reas on for us ing more than one app(21% ), clos ely followed by providing better vehicle availability (20% ). D ifferent apps fordifferent locations and journey types were the next mos t common res pons es (18% and16% res pectively).F ig ure 7.2: What are the main reas ons you us e m ore than one app?S am ple: 166 res pondentsP leas e note that res pondents were able to s elect more than one optionA pril 2017 37
Is s ues and C omplaints7.4T he app that the greates t number of res pondents had experienced an is s ue with wasUber (33% ) which was clos ely followed by A ddis on L ee (27% ). A ll other apps had farfewer problems than this . It s hould be noted that Uber is us ed by cons iderably moreus ers than other minicab apps and therefore is likely to have a greater proportion ofis s ues .F ig ure 7.3: Whic h app did yo u m os t rec ently ex perienc e a problem with?S am ple: 114 res pondentsA pril 2017 38
7.5T he mos t common is s ue aris ing from app us e was the vehicle being delayed (36% ).T he next mos t common problem was having an is s ue with the driver (23% ) followed bya technical problem (17% ).F ig ure 7.4: What was the nature of your m os t rec ent problem ?S am ple: 170 res pondentsA pril 2017 39
Is s ue res olution7.6O f thos e res pondents who had had is s ue with their chos en application, jus t over half(57% ) had reported it to the provider. T he mos t common methods of contact wereemail (52% ) and telephone (42% ).F ig ure 7.5: H ow did you c ontac t them ?S am ple: 56 res pondentsMore than one res pons e was allowed for this ques tion.A pri
Generally, app users had a higher average income than non-app users . 15% of them had a household income of less than 25,000 whereas there were 27% of non-app users this income band . App users tended to be younger than non-app users : 70% of app users were under 44 years old,
