Following are the Customer Feedbacks:

A. My first Interview is with a Beatution by profession, working at Beauty Parlor, Lahore.

The customer's experienced was satisfactory, she gave 5 stars to the Online Cab Services
(Careem) and she was also receommending the Careem Online Cab Services. During the
interview, she mentioned that first time, when he install the application, she was little
scared because anything can happen but the Cab arrieved ontime, the driver's behaviour
was really professional and polite. She also mentioned that the reason of scarring by using
the Online Cab first time was, she was thinking may be the Cab driver may flirt with me or
drugist/smoker, but Cab driver said greetings and after that he just confirmed me my
location. The Cab driver was a really professional in driving, he drive the car in speed limit,
also his car was really clean and smells good.

B. My second interview is with a Physiotherapist, working at Private Hospital, Lahore.

The customer's experienced was average and he gave 3.5 stars to the Online Cab Services
(Careem). During the interview, he mentioned that mostly he used his own car or public
transport but this time he used the Careem Service to go the hospital because his car was
out of order and he was getting late from the work. The cab driver took 23 minutes to arrive
on his destination and the driver didn't appolgize for coming late. Also, he mentioned, the
driver called him to come at main street, he is not coming at front of my home. When I told
him that I am getting late from work, the driver was friendly and he tried his best to drive
fast and safely but I reached at work 9 minutes late.

C. My third interview is with a person who was going to a marriage ceremony.

The customer's experienced was above then average and they gave 4 stars to the Online Cab
Services (Careem). During the interview, she mentioned that we were 5 people who were
going to a Reception but when the Cab arrived, the driver got angry because he was
following the Covid Protocol, but upon request, he compromised.

D. My forth interview is with a private company employee.

The customer's experience was good because he always use Careem and he gave 4.5 stars to
the Online Cab Services (Careem). During the interview, he said, he used Careem on daily
basis. Due to frequantly use of Careem, he knows most of the Careem drivers on his area.

E. My fifth interview is with a shop owner.

The customer's experience was bad and he was mentioned that he will never use Careem
Cab Driver services again. In his previous experienced, he was using to the Careem services
for pick and drop of goods for his shop but 3 times, Careem driver accept the ride and after
15 - 20 minutes, they cancel the ride which was really a non-professional behaviour. Now, he
using another new application for pick and drop service.
F. My Sixth interview is with a private company employee.
The customer's experience was good in beginning but now due non availability of the
drivers, and late cominings, he is not satisifid. He also mention that now he cannot depend
on Careem for any urgent reason and the worst part is that the driver was never respond
properly.

A. safely but

Responder 1
In the 1st interview the researcher conclude that the 1st interviewee use the careem ride. He said
the rider comes on the time and he is so satisfied from the ride. He said the driver behavior I
also excellent. He said when he entered in the car then at first the rider greeting him. And he
said their experience was good. The interviewee prefers the cab service. When the researcher
asks him that brand name affects on your booking decision? Then he said yeah of course brand
name is top rank factor in buying behavior (product or service).

Responder 2
The 2nd interviewee uses the careem service. He said the overall careem service is very good.
And he prefers the caream online ride. The interviewee gives the following suggestion that the
drivers should not be encourage to fill fuel during trip as the customer will have to bear extra
charges. If driver stops for refueling, there should be option in the application for that so that
there is no charge in trip fee.

Responder 3
When the interviewer interviews the 3rd responder about the caream online ride then he was so
anger about their experience. He said he never using careem again for pickup and delivery
service. It either something wrong with the system or the driver cancels and he get charged for
the delivery, it’s been an hour and a half and he was chasing their package that was picked up
from downtown, to receive a message from the driver saying he is still in downtown. The
interviewee do not recommend this service and he do not think careem themselves are ready
for it. For the 4th time the experience was so bad.

Responder 4
In the 4th interview the researcher said the interviewee to ask about their Careem service. The
responder said they have been using this app for a long time now. They are good in the
beginning now the app is not working properly and no drivers are available in nearby. And the
interviewee said that I cannot depend to use careem for any urgent trip and the worst part is
that the driver was never respond properly.

Responder 5
In the 5th interview the researcher said the interviewee to ask about their Careem service. The
5th interviewee experience with this service was excellent. There are few issues that face by the
responder, such as captains always complain about the charges from Careem are high compare
to other service like B4U. Majority of captains won’t come if he says that the rider is on credit
card. They always ask if the ride is on cash or card. Some captains asked him to cancel the ride
and pay them the same amount in cash.

Responder 6
In the 6th interview the researcher said the interviewee to ask about their Careem service. Then
the interviewee said she does not prefer the online cab services and she never book an online
ride ever. So the interviewee not consumes this service that is why the researcher ends the
interview and not asking the following questions because the interviewee has no experience.

Responder 7:
In the 7th interview the researcher said the interviewee to ask about their Careem service. Then
the interviewee said they use this service man time and he is satisfied from it. He said the ride
is so comfort. The 7th interviewee was so happy about the careem service. He prefer to use this
app. And he also uses this app for their office purpose.

Responder 8:
In the 8th interview the researcher said the interviewee to ask about their Careem service. In the
interview the responder said that the driver was so irritating. They accept the ride first then
stop their car one point and ask you to cancel the ride. You have canceled the ride and book the
other one to reach your destination at time. Now the 8 th responder does not recommend this
app again and again.

Responder 9
In the 9th interview the researcher said the interviewee to ask about their Careem service. The
responder said that the careem service is excellent. She uses this app from the last year. She
said fare of the ride shown is less and when the ride ends it’s always more and unfairly
calculated. However, my complaint was very well heard and my all money was refunded. Glad to
have such a support. This responder prefers this careem service to all their family members and
friends.

Responder 10
In the 10th interview the researcher said the interviewee to ask about their Careem service. The
interviewee disappointed. The interviewee used Careem service more than 4 years ago and he
was very stratified but now the service is very bad. The responder took a ride two day back from
Careem and my ride fair was rupees 258 plus 158 (Outstanding balance). He paid to the Caption
rupees 500 and instead of adding rupees 84 to my credit careem has added another RS 116 to
their negative balance. Despite various complains, careem did no resolve my issue and all they
could come p wit was “HUM MAAZRAT KHAW HAIN”.