A1

Group 7
UrbanClap
 OVERALL CONSUMER EXPERIENCE
Customer was overall satisfied with the haircut service from UrbanClap. He was especially impressed by the way
the service executive took responsibility of the clean-up, but was disappointed with the lack of sanitization and
other safety precautions that was promised in the ads.

Usability & ease-of-access Quality of Service

The app was easy to use, and service Haircut was average & did not particularly
appointment booking journey was fairly live up to the promises in their
fuss-free. Also the ease of getting services at advertisements, marketed as “trained
your doorstep could be habit-forming, rather professionals”. Were of beginner to
than hunting for service man/shops. intermediate experience at best.

The service executive brought all equipment

with him, along with equipments for
sanitization and cleaning. Took great care in Delivery Executives were polite, cooperative
cleaning work-area afterwards, but not so and took special care to keep work area
much in sanitization of equipment, which clean. Readily agreed to another
greatly disappointed the customer during haircut,even without booking.
the pandemic.
Customer Relationship
Sanitization & Hygiene

2
 FACTORS LEADING TO DECISIONS
(Consumer’s Psyche & Environmental Factors)
Was it the price? The service? The advertising? Or something else?

Situation Requirements Customer Retention

Mainly due to the lockdown situation which left no First experience was good enough to make consumer
other option but to book & try UrbanClap as the feel positive about the brand and somewhat satisfied
consumer was not able to go to salon. with the service they provided This lead to choosing
The factor was not the service but the situation. UrbanClap again for AC Cleaning & Pest Control.

Lack of alternatives One Stop Solution

Lack of alternatives available in the market & Availability of all services on one platform, without
UrbanClap was popular enough (Word of mouth, looking for individual servicemen for each need.er
Ads) to influence customers to choose UrbanClap
to avail the services.

3
 How Actually did the Sale Happen?
Let’s analyze the thought process!

Lockdown Need haircut?

Overall a Good
Satisfied
Experience

Ordered Service
Salons At-Home
are Shut! Serivces
Let’s give it
another go!
Alternatives?

Want AC/Pest
Let’s try
UrbanClap

No Haircut Overall a good consumer experience. It was good

before service but got little dissatisfied in the service
part itself and was very impressed by the concern for
the cleanliness of the house after the haircut.

4
 Consumer Importance to Different Factors
Rating on a Scale of 5

Salon Services AC Maintenance Pest Control TOTALS

Quality of Service

Pricing

Alternatives in
Market

Cleanliness &
Hygiene

The whole experience & the factors that led to certain key-points can be rated & be useful in terms of preparing the next
marketing plan or modifying the operations in terms of how we deliver a particular product/service.

5
 TAKEAWAYS

Addressed the customer need of the moment

of hygiene and sanitization, highlighting this in
ads and other material

UrbanClap has evolved into a centralised Services booked act as a doorway for more
platform for at-home services which has services on the app, increasing customer
seen a major boom during the lockdown. retention

With no real competitors and rising demand

for at-home services, it has huge potential to
grow especially if more professional services
are added, through upskilling and proper
training.