Grab CEO Goes Undercover As A Driver For The Day To Gather On-Ground Feedback
He shared his thoughts on what they can improve on.
By Tamara Jayne — 27 Sep 2024, 11:01 AM
Grab's co-founder and CEO, Anthony Tan, recently took on the role of an e-hailing driver in Singapore to test the app firsthand and get direct customer feedback
He vlogged the experience and shared his insights in a LinkedIn video.
While Tan appreciated the app's emphasis on safety features, he also pointed out areas for improvement. One challenge he noted was that safety messages cover half the screen, making it difficult to see GrabMaps.
He also suggested enhancing the performance of GrabMaps, especially in low-signal areas like tunnels.
During his first ride, a customer shared that drivers often cancel when pick-up points are far away — a pain point Tan acknowledged
He reassured that Grab has been addressing this by introducing a new fare structure, compensating drivers from the moment they accept a booking, rather than after pick-up.
This change has improved driver acceptance rates for longer pick-ups, though Grab will continue to monitor the situation.
On a positive note, the customer praised GrabCar Premium for being fast and reliable, particularly when in a rush.
Tan also empathised with Grab drivers who spend long hours on the road, acknowledging the physical strain from remaining in a fixed posture throughout the day
"Something we have to think about is that it's not easy being a driver," he added.
At the end of the day, Tan reflected on the speed of getting jobs but emphasised that being a driver is tough work, serving as a reminder to always approach drivers with kindness and empathy.
