Chile: customer satisfaction with Cabify in Santiago by aspect 2017

18 journeys were conducted for each of the transport services in the study, making it a total of 72 journeys. These journeys were made by four field observers, who were assigned a transportation service company to evaluate. Journeys were made simultaneously with the same origin of departure, destination and time of the day.

The person assuming the role of observer acted as a common passenger inside the vehicles. During the evaluation, all aspects of the service were considered from the moment the vehicle is requested through mobile applications or on-site. At the end of each journey, a report was filled with the results of the evaluation. Within each report, data on the time and fare of each ride were taken.

All measures reported using a 0-7.0 scale with the following evaluation criteria:
Deficient or weak : 0 - 1.3
Insufficient: 1.4 - 2.7
Average: 2.8 - 4.1
Good: 4.2 - 5.5
Very good: 5.6 - 7.0