Gap Analysis

Listening Gap

It is the distance between what customers expect and what manager thinks they expect.
Survey research is key to fill this gap.

1) Improper service to high ticket size customers: While highly paid executive expects
cab to be available at earliest possible and is less concerned about the pricing.
However, taxi services including Uber is fighting over price war.
Uber has come up with different segment of cars in different categories like Uber
auto, Uber moto, Uber Go, Uber prime etc to increase the comfort or to increase the
affordability of riders, but a very profitable different section of probable customers
remains untapped.

Situations where Customer might have to face waiting times

2) Price irregularities: Uber fare is dynamic based on the demand. While sometimes
riders do get a cheaper ride, other times the fares are almost double as compared to
the local rides available just at their doorsteps. The local aggregator services
generally keep their prices fixed based on the distance of the destination making the
customer estimation easier.