In addition, tidy also collects the first stage 20 types of representative issues of concern to the public.
The 20 categories of questions cover 63% of all usersopinions so far and will continue to be posted to the public in the near future on other issues of concern (for feedback from English users, see the official website). In addition, the nationwide offline user research and opinion solicitation will be in progress.
The following is the feedback from the first phase of the 20 class representation that we are concerned about:
1, passengers: is a key alarm useless? After clicking 110, why cant information be sent directly to the police?
Sorry, one touch alarm has caused a lot of misunderstanding and trouble to us. We are continuing to optimize it. At present, one button alarm function can be realized:
1) use a key alarm during the trip, and the page will display the current location and driver information.
2) At the same time, the platform will send the travel information to the emergency contact through SMS and call the emergency contact to inform. For your safety, it is recommended to set up emergency contacts in advance.
In case of emergency, please call the police in time. Our customer service cooperates with the polices investigation team in 7 x24 hours to respond to the polices demand, and can complete the certification process in 10 minutes. (from product department Huang Yuanjian)
2, passengers: why cant I notify the surrounding users or drivers by a key alarm? The platform can give a reward to the passengers or drivers who come near to help.
Emergency management and rescue, one is the need for professional skills and disposal experience, and the other is to avoid improper disposal of secondary injuries, so this function will not be introduced for the time being. (from security department Wang Di)
3, passenger: why do I queue up more than I can get behind?
There are two possibilities: one is that the passengers in the rear line use the remote dispatch/simultaneous call carpool/integral exchange fast lane; the other is that the driver picks up the order in advance and drips the drivers destination along the road function to facilitate the driver to receive orders from the same destination in the scene of returning home, doing business, reducing empty driving, and upgrading. Efficiency. (from product department Liu Meichen)
4, passengers: drops of customer service are always unable to solve the problem, simply recording reports or vouchers.
At present, we handle more than 2 million customer service routes a day, travel scenarios are extremely complex, some involving costs, disputes, lost items and other issues into the line, the need for repeated communication and verification, it is difficult to make immediate judgment and handling. For the key issues, we will be on-line in the near future public review council, all users are welcome to participate in the discussion.
The recording function provides powerful support for customer service accountability, but forensics still faces great challenges. We will also continue to strengthen customer service capacity building, comb the authority and process, and continue to invest organizations and resources to the safety and experience of service system tilt. (from experience service development platform Liu Xidi)
5, passengers: why not let the driver pick up the passengers to ensure safety?
We are looking at solutions, but there are also challenges, such as fewer female drivers and possibly longer queues for female passengers. The team is actively exploring how to effectively protect the safety of female drivers, ensure the reasonable income of female drivers, raise the safety threshold and other solutions, after progress, we will promptly announce to you. (from product department Liu Zhukun)
6, passenger: why am I always so inaccurate that I often fail to find the driver?
Incorrect positioning does bring a lot of trouble to everyone, not to everyone. Satellite communications, mobile phone hardware and network environment, complex building internal structure, dense high-rise buildings, viaduct occlusion may affect positioning. The ideal precision of ordinary civil GPS is about 20 meters. At present, droplets are positioned by cross-location methods such as Wi-Fi positioning and base station positioning. Opening Wi-Fi (without wireless network connection) can improve positioning accuracy. At the same time, 30 million little green spots have been dug up in more than 400 cities (i.e., recommended boarding points for details), and the accuracy can be improved by dragging the boarding position to the appropriate small green spots. (from map Department Durbin)
7, passenger: I lost a cell phone on the dripping car, so far, I havent found it yet.
If you forget something carelessly in the car, you can contact the driver by using the virtual number phone in the app through Personal Center - Customer Service - Lost Items or click Contact Customer Service to seek assistance. In 2016, we set up a customer service team to help recover lost items, which can help passengers and drivers establish tripartite calls to verify relevant information.
On average, the team retrieves nearly 5,000 items a day, ranging from cellphones, wallets, large sums of cash, wedding rings and other valuables to water glasses, umbrellas, pancakes and crayfish. Every time you look for a missing item, you need to communicate with the owner, the driver, the passengers on the train, or your friends. Some of them need to communicate many times. We sincerely thank the drivers for their money and remind them to take their belongings before getting off the bus.
However, some of the passengers lost their belongings. If the driver refuses to return, please help the law enforcement department in time. We are also exploring more effective solutions, such as whether passengers should pay the corresponding thank-you fee / the return of the goods by the driver, etc. We will also consult the community at the Public Council. (from experience development service platform Liu Xidi)
8, passenger: why is there a gap between the estimated price and the actual payment price? On the same day and the same starting point, the three taxi prices are different each time.
The estimated price and the actual payment price are two concepts. The estimated price before you hit the taxi is the reference price before taxi, so that users can make decisions. The estimated price is based on real-time road conditions, estimated travel time and other factors; the actual payment price is only related to the actual mileage, travel time and travel corresponding pricing rules. Platform for each kilometer and minute price has clear rules, users can click the estimated price before issuing orders to view.
After the start of the trip, due to real-time changes in road conditions, as small as a difference in traffic lights, as large as possible sudden traffic accidents caused serious traffic jams, will affect the driving time to varying degrees, so the actual fare is difficult to fully consistent with the estimated price, the same end point, similar period of time, the actual price is difficult to fully consistent.
In addition, because the platform adopts time-sharing pricing, so as to better achieve supply and demand matching, encourage users to travel during peak hours and drivers to take the peak travel online, so at different times, the same end of the price level is different, please understand. (excellence from fast business group)
9, passenger: when will the lift go on line?
The company is committed to safety construction, the internal need to rethink the complexity behind the windmill, in the security, product logic, operating concepts and other aspects of re-combing, and to the community for advice. Im sorry, but the current car is still offline indefinitely. (from the Security Council)
10, passengers: why dont they install audio and video cameras in the car, taxi and subway.
The recording function on the trip has been launched on September 8, this year, has covered 90% of the orders, but some users have not yet updated the app to the latest version, but there are also noisy environment, mobile phone equipment, and other factors, resulting in unclear recording, can not be recorded, we will continue to optimize the technical capacity to improve coverage. In addition, the video function has been tested in a small range. On the basis of user authorization, the driver automatically starts the recording and recording function after receiving the order.
The recording function during the trip serves as a deterrent to potentially uncivilized behaviour and helps us better handle disputes between passengers and passengers and make fair judgments. At the same time, the platform will strictly protect the privacy of users through technical means, encrypted files, no travel disputes recorded files will be automatically deleted after 7 days. Please respect each other and travel civilizations. (from product department Huang Yuanjian)
11, driver: passengers do not pay, why do not advance payment? Especially large orders.
In December 2016, after the platform on-line Express, Youbu, Youbo, Youbo, Special Train, Luxury Car Advance Payment Rules, some illegal elements use plug-in or cheating software to pay the advance, so the platform on-line a series of anti-cheating measures, may lead to some orders were misjudged not to advance, we continue to enhance the anti-cheating ability. With the help of the functions of recording and video recording during the trip, the probability of miscarriage of justice can be reduced to the lowest. Drivers are requested to understand. Drivers who are wrongly judged can initiate complaints or call customer service at the drivers side. Advance payment will be made promptly after manual verification. We will further improve the efficiency of manual audit. (from security products and Technology Department, Wang Zhilong)
12, driver: why must there be no criminal record? Can anyone who has faults fail to go back? There can never be any chance of rehabilitated.
Drips have joined forces with public security and other departments to conduct background checks on drivers nationwide, resolutely taking measures to continuously clear drivers who do not meet the requirements, and have now conducted safety checks on all drivers, requiring no criminal record.
In the process of soliciting opinions, we received a lot of opinions and suggestions on background checking. Some suggested that the platform should clear all drivers with criminal records. Others, on the contrary, hoped that the platform would not infringe upon the safety of other peoples lives or property (such as non-public bribery, intrusion) because it had been a non-criminal offence many years ago. Those who commit intellectual property rights, etc., should appropriately relax conditions and give them the opportunity to participate in related services within the platform.
As a platform, we are actively seeking guidance and assistance from relevant departments, and do our utmost to protect the safety and rights of the passengers. We will also consult the whole society through the Public Assessment Council and seek the advice of expert advisors through the Security Supervision Advisory Committee. The final results will also be announced to the whole society. (from the Security Council)
In accordance with the requirements of national laws and regulations, drip by drip has obtained nationally recognized online operation qualifications, since 2016, actively apply for and successively obtain off-line operation licenses in cities at all levels throughout the country.
We resolutely support the requirements of the competent government departments, actively promote compliance, fully respond to the different requirements of the local network contract policy on household registration, licence, wheelbase, displacement, vehicle price, vehicle length and width, engine power, and encourage and invest resources to help drivers apply for the Network Reservation Taxi Drivers License everywhere. And the Internet Taxi Reservation Transportation Certificate, the citys policy on the network has been different, some have begun to implement, and some areas are still in the stage of seeking advice. In accordance with the requirements of different urban authorities, we will gradually complete the regulation. At present, we are also actively guiding drivers in different cities to apply for relevant certificates, and actively promoting compliance.
At the same time, we hope to have the opportunity to contribute to the experience of the industry and enterprises, to help improve the service standards and safety standards of the Internet-contracted vehicles, to meet the needs of the public for safe travel under the guidance of the competent government departments, to continue to create flexible employment and income opportunities for qualified drivers, and to ensure the orderly development of the industry. (from platform driver operation team)
14, passengers and drivers: a continuous safety accident happened in a car?
After learning from the lessons of major safety accidents on windmills, we have deeply rethinked, carried out safety rectification and training within the whole company, devoted all our efforts to safety and experience under the guidance of the competent departments, and continued to cooperate with the police in resolutely cracking down on crime and doing our utmost to protect everyones safety.
Since May, we have heightened our awareness of risk prevention, stepped up the safety audit of drivers on the basis of the start of the clearance plan for vehicle and pedestrian inconsistencies, demanded no criminal record and three authenticity tests. We must face recognition and random spot checks before leaving the vehicle every day, and tried our best to keep the risk out of the platform, but we are safeguarding it. Security faces enormous challenges.
In order to strengthen the safety guarantee, we should go online intensively, improve the functions of safety products and guide users to use them, such as recording during the trip, one-button alarm, trip sharing, emergency contacts, etc. We should continue to carry out traffic safety tips and safety education and call for mutual respect and civilized travel.
In the emergency response, resources and manpower are invested in the customer service team and security affairs team tilt, the end of September to establish a police certification docking team 7X24 hours on standby to speed up the police certification process, up to 10 minutes. In the future, we will continue to maintain an efficient response, do our utmost to strictly observe the safety bottom line, and do our utmost to improve the capacity of security system construction. There is no limit to safety. We urge you to criticize and supervise more to help you do better. (from the Security Council)
15, driver: is the platform too partial to passengers? Customer service often delays drivers complaints and complaints, and can not be resolved in time.
We know that the more fair and just, the better the platform. Therefore, they will not be partial to the driver or the passengers.
In response to complaints and complaints, the customer service will collect travel information according to specifications, number protection call records, travel recordings and so on, as far as possible to restore the scene at that time. At present, the recording function in the platform itinerary has covered 90% of the orders, but some users have not updated the app to the latest version. At the same time, there are also noisy environment, mobile phone equipment and other factors, resulting in unclear recording, can not be recorded. We sincerely apologize for the difficulty in obtaining evidence and other challenges in settling disputes, which have led to the extension of customer service processing time. (from platform management department, Lai Chunbo)
Driver: The last one of the morning or evening rush hour tickets is always dispatched. It will never be awarded. Is the award deceptive?
There has never been any connection between pie lists and awards. At present, we have many deficiencies, but the platform will never deliberately not send the last one. At present, intelligent dispatching mode is widely used in special trains and express trains. The dispatching system has no connection with the reward rules, considering the factors of receiving distance, service points, congestion and estimated arrival time.
At the end of the morning and evening peak reward period, it is often the time when passengers call down and the number of drivers leaving the car increases, and the supply exceeds the demand. At this time, it is easy for some drivers to fail to receive orders. The platform also provides dispatching, thermodynamics and other means to guide drivers to demand more regional orders for such scenarios. (from platform owner Wang Xi)
Driver: There are many regulations on the drivers side, but as a platform, how to restrain the bad behavior of passengers?
Platform user rules restrict the behavior of drivers and passengers. Passengers who do not pay fares, harass or abuse drivers, maliciously cancel orders for many times, and attempt to harm drivers will be suspended or permanently suspended. We are as resolutely opposed to uncivilized acts as everyone else, but due to the imperfect platform rules, we are urgently checking the omissions and starting to draft a Shi Cheng Convention, hoping to call on everyone to respect each other, observe public order and good customs, treat each other civilly and politely, and travel safely. (from platform management department, Lai Chunbo)
18, driver: why cant we add screening conditions, such as no pets, no drunken passengers and so on?
At present, it can not fully meet the drivers personalized demand for orders, drunk passengers, carrying pets and other scenarios, need to consider the interests and willingness of both passengers and passengers.
In order to further strengthen safety and safeguard the rights and interests of both drivers and passengers, we are giving priority to combing the rules of car use in drunken scenes, and are seeking advice from all sectors. In addition, carrying pets is just a need for some passengers, but considering some people are allergic to pet hair and other reasons, we will carefully comb the relevant rules in the future, we also welcome you to participate in the discussion. (from product department Huang Yuanjian)
19, driver: the ID card was occupied, and after the complaint, he had been asked to submit a photo, but he had been complaining unsuccessfully.
In case of the above problems, please call customer service, with the provision of my ID card positive and negative photos, I hold ID card photos and other relevant information, manual customer service audit needs 5-7 working days. If it is determined to be occupied by others, the platform will permanently suspend the order and release the identity card number. (from platform management department, Lai Chunbo)
Driver: Now there is black production capacity to help drivers wash their accounts, but also to let low-service drivers grab large orders, honest drivers can not receive good orders, you in the end care? Drops of resolute and rule-abiding drivers and masters stand in the same front, and resolutely cooperate with the police to continue to crack down on black products plug-in. The company has set up a black special group for brushing service points, opening trumpets, the use of plug-in robbery orders and other acts resolutely combat, once verified, permanently stop the dispatch of orders and submitted to the police for processing. Since 2017, the platform has cooperated with police around the country to knock down dozens of criminal gangs involved in the black industry, and permanently stop dispatching orders to more than 400,000 cheating driversaccounts. Please actively report to the customer service around the black production, and we work together to maintain the healthy operation of the platform. Source: NetEase science and technology report editor: Joe Chun Jing _NBJ11279
Driver: Now there is black production capacity to help drivers wash their accounts, but also to let low-service drivers grab large orders, honest drivers can not receive good orders, you in the end care?
Drops of resolute and rule-abiding drivers and masters stand in the same front, and resolutely cooperate with the police to continue to crack down on black products plug-in. The company has set up a black special group for brushing service points, opening trumpets, the use of plug-in robbery orders and other acts resolutely combat, once verified, permanently stop the dispatch of orders and submitted to the police for processing. Since 2017, the platform has cooperated with police around the country to knock down dozens of criminal gangs involved in the black industry, and permanently stop dispatching orders to more than 400,000 cheating driversaccounts. Please actively report to the customer service around the black production, and we work together to maintain the healthy operation of the platform.