Method for reducing complaints of enterprise drivers and passengers

Abstract

The invention discloses a method for reducing complaints of an enterprise driver and passengers, and the method comprises the steps: S1, a user issues a reservation order, and an order system receives an ordering notification of the user; s2, the order system receives a reservation order placing request, and the following judgment is made: S21, whether the service type is a specified service type is acquired from the configuration center; s22, judging whether the configured service types include the service type ordered by the user or not; s23, if so, obtaining the minimum appointment time interval limit configured by the service type from the configuration center, and entering the step S24; s24, determining whether the vehicle using time selected by the user-the current time of ordering by the user is greater than the minimum interval time limit configured by the corresponding service type, and if so, normally ordering; according to the designed method, the appointment order is converted into the instant order, the user recognition degree is improved, and the free selection degree of the user is increased; driver customer complaints caused by the fact that the driver waits for a long time and the order receiving rate of the driver is affected are reduced; and the passenger complaint caused by waiting fees generated when the driver waits and the passengers do not accept the fees is reduced.

Description

Technical Field

[0001] This invention belongs to the field of ride-hailing technology, specifically relating to a method for reducing complaints from drivers and passengers. Background Technology

[0002] As the company's business expands and volume increases, it has reached a certain bottleneck and completed the rapid customer acquisition phase. The company's development needs have also evolved from functional improvement and rapid user acquisition to a focus on user experience. Reducing driver and passenger complaints has become one of the company's primary goals at this stage.

[0003] Business data analysis revealed that a significant proportion of driver and passenger complaints stemmed from the system automatically converting pre-booked orders into immediate orders. The main reasons are as follows:

[0004] 1. When a user places an order, they select a pre-booked ride. However, because the selected ride time is less than the current time, the system automatically converts it to an on-demand ride. Therefore, both the user's and the driver's sides will see it as an on-demand ride, which may confuse the user.

[0005] 2. When binding orders, the system filters drivers based on immediate orders. The selected drivers are near the pick-up location and will arrive as soon as possible. However, if the user's pick-up time is relatively late (generally requiring a wait of 15 minutes or more), a waiting fee will be incurred after the system's free waiting time (which can be configured). Users do not agree to this, leading to passenger complaints.

[0006] 3. Excessive waiting time for drivers affects their order-taking efficiency, leading to customer complaints. Summary of the Invention

[0007] The purpose of this invention is to provide a method for reducing driver and passenger complaints, addressing the problem of user confusion caused by the seamless conversion of pre-booked orders into immediate orders, and the resulting decreased satisfaction for both drivers and passengers due to waiting, leading to a large number of complaints. By increasing reminders and guidance, the invention aims to gain driver and passenger approval and reduce the complaint rate.

[0008] To achieve the above objectives, the present invention provides the following technical solution: a method for reducing complaints from drivers and passengers, S1: a user places a reservation order, and the order system receives the user's order notification;

[0009] S2: The order system receives a reservation order placement request and performs the following checks:

[0010] S21: Obtain from the configuration center whether it is the specified service type;

[0011] S22: Does the configured service type include the service type ordered by the user?

[0012] S23: If included, obtain the minimum reservation time interval limit configured for this service type from the configuration center, and proceed to step S24;

[0013] S24: Enter the judgment: whether the user's selected car rental time - the current time when the user placed the order is greater than the minimum interval time limit configured for the corresponding service type. If it is greater, the order is placed normally; otherwise, proceed to the next process.

[0014] S25: Returning a message to the passenger indicating an abnormal ride time: The reserved time is close to the ride time, please change the reserved time;

[0015] S26: The passenger receives an anomaly alert, which is displayed to the user, and then the user proceeds to the next steps.

[0016] S31: If the user sees the prompt and confirms that the car rental time is correct, they can switch to placing an immediate order. After the order system makes a judgment and the order can be placed, the normal car rental process will begin.

[0017] S32: If the user sees the prompt and confirms that the ride time needs to be modified, continues to place an order through the current reservation order entry, and modifies the ride time to meet the requirements, then the order is re-initiated after modification. The order system receives the ride request, re-evaluates it, and if the conditions are met, it enters the normal ride process.

[0018] S33: If the user neither modifies the ride time nor changes it to an immediate order, and exits the program directly, the ride service will be terminated.

[0019] In step S1, instant orders and reservation orders are set up with different entry points. When placing an order, different types will be transmitted: instant private car order, reservation private car order, luxury car reservation order, and airport transfer reservation order.

[0020] In step S21, if the configuration type is not specified for the product, this judgment is not performed, and the normal order placement process is entered.

[0021] Different service types can be configured with different minimum time limits, allowing for flexible configuration based on service type and improving user experience. For ride-hailing bookings, the minimum time limit can be configured to 30 minutes, meaning that bookings must be made for times 30 minutes or more in advance, and bookings cannot be made for times within 30 minutes.

[0022] Compared with the prior art, the beneficial effects of the present invention are: the method designed in this invention makes the conversion of pre-booked orders into instant orders more tangible, improves user acceptance, and increases user freedom of choice; reduces driver complaints caused by long waiting times affecting driver order acceptance rates; and reduces passenger complaints caused by waiting fees incurred due to driver waiting, which passengers do not accept. Attached Figure Description

[0023] Figure 1This is a schematic diagram of the process of the present invention. Detailed Implementation

[0024] The technical solutions of the embodiments of the present invention will be clearly and completely described below with reference to the accompanying drawings. Obviously, the described embodiments are only some embodiments of the present invention, and not all embodiments. Based on the embodiments of the present invention, all other embodiments obtained by those skilled in the art without creative effort are within the scope of protection of the present invention.

[0025] Please see Figure 1 The present invention provides a technical solution: a method for reducing complaints from drivers and passengers, S1: the user places a reservation order, and the order system receives the user's order notification;

[0026] Note: Instant orders and reservation orders have different entry points. When placing an order, different types will be passed: Instant chauffeur order: serviceTypeId=1, Reservation chauffeur order: serviceTypeId=2, Luxury car reservation order: serviceTypeId=3, Airport transfer reservation order: serviceTypeId=4, etc.

[0027] S2: The order system receives a reservation order request, i.e., a user's car rental request with serviceTypeId=2, and performs the following judgment:

[0028] S21: Obtain from the configuration center whether it is the specified service type (configurable; if it is not the product's specified configuration type, this judgment is not performed, and the normal order placement process is entered);

[0029] S22: Does the configured service type include the service type ordered by the user?

[0030] S23: If included, obtain the minimum reservation time interval limit configured for this service type from the configuration center, and proceed to step S24;

[0031] S24: Enter the judgment: whether the user's selected car rental time - the current time when the user placed the order is greater than the minimum interval time limit configured for the corresponding service type. If it is greater, the order is placed normally; otherwise, proceed to the next process.

[0032] Note: Different service types can be configured with different minimum time limits, allowing for flexible configuration based on service type and improving user experience. For chauffeur bookings, the minimum time limit can be configured to 30 minutes. Bookings must be made for times 30 minutes or more in advance; bookings within 30 minutes are not allowed.

[0033] S25: Returning to the passenger's end, the ride time is abnormal: The reservation time is close to the ride time, please change the reservation time.

[0034] S26: The passenger receives an anomaly alert, which is displayed to the user, and then the user proceeds to the next steps.

[0035] S31: If the user sees the prompt and confirms that the ride time is correct, they can switch to placing an immediate order (via...). Figure 1 Once the order system determines that an order can be placed, the normal car rental process begins.

[0036] S32: If the user sees the prompt and confirms that the ride time needs to be modified, continues to place an order through the current reservation order entry, and modifies the ride time to meet the requirements, then re-initiates the order after modification. The order system receives the ride request, re-evaluates it, and if the conditions are met, it enters the normal ride process.

[0037] S33: If the user neither modifies the ride time nor changes it to an immediate order, and exits the program directly, the ride service will be terminated.

[0038] By following the steps above, users can discover the type of car service they need and whether it matches their expectations. This avoids discrepancies between user behavior and system behavior, transforming the imperceptible automatic conversion into a conscious user action. This allows users to proactively confirm their car usage time, avoiding complaints caused by price differences due to different service types. It also prevents decreased driver satisfaction due to long wait times and ultimately reduces customer complaints about waiting fees related to driver waiting.

[0039] Although embodiments of the invention have been shown and described, it will be understood by those skilled in the art that various changes, modifications, substitutions and alterations can be made to these embodiments without departing from the principles and spirit of the invention, the scope of which is defined by the appended claims and their equivalents.

Claims

1. A method for reducing passenger complaints against businesses, characterized in that: S1: The user places a reservation order, and the order system receives the order notification from the user. S2: The order system receives a reservation order placement request and performs the following checks: S21: Obtain from the configuration center whether it is the specified service type; S22: Does the configured service type include the service type ordered by the user? S23: If included, obtain the minimum reservation time interval limit configured for this service type from the configuration center, and proceed to step S24; S24: Enter the judgment: whether the user's selected car rental time - the current time when the user placed the order is greater than the minimum interval time limit configured for the corresponding service type. If it is greater, the order is placed normally; otherwise, proceed to the next process. S25: Returning a message to the passenger indicating an abnormal ride time: The reserved time is close to the ride time, please change the reserved time; S26: The passenger receives an anomaly alert, which is displayed to the user, and then the user proceeds to the next steps. S31: If the user sees the prompt and confirms that the car rental time is correct, they can switch to placing an immediate order. After the order system makes a judgment and the order can be placed, the normal car rental process will begin. S32: If the user sees the prompt and confirms that the ride time needs to be modified, continues to place an order through the current reservation order entry, and modifies the ride time to meet the requirements, then the order is re-initiated after modification. The order system receives the ride request, re-evaluates it, and if the conditions are met, it enters the normal ride process. S33: If the user neither modifies the ride time nor changes it to an immediate order, and exits the program directly, the ride service will be terminated.

2. The method for reducing passenger complaints by enterprise drivers according to claim 1, characterized in that: In step S1, instant orders and reservation orders are set up with different entry points. When placing an order, different types will be transmitted: instant private car order, reservation private car order, luxury car reservation order, and airport transfer reservation order.

3. The method for reducing passenger complaints by enterprise drivers according to claim 1, characterized in that: In step S21, if the configuration type is not specified for the product, this judgment is not performed, and the normal order placement process is entered.

4. The method for reducing passenger complaints by enterprise drivers according to claim 1, characterized in that: Different service types can be configured with different minimum time limits, allowing for flexible configuration based on service type and improving user experience. For ride-hailing bookings, the minimum time limit can be configured to 30 minutes, meaning that bookings must be made for times 30 minutes or more in advance, and bookings cannot be made for times within 30 minutes.

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