Uber customer survey

Student’s name
Tutor’s name
Subject
Date
Customer Survey for Uber
Quality improvement is a very important aspect of business. It has been shown that quality management practices have a strong influence on business performance (Kafetzopoulos and Katerina 1; Sabella, Kashou, and Omran, 1487). Uber, therefore, ought to incorporate quality management in its company so that it can achieve greater organizational goals. It has been suggested that one way a company can identify whether there is a need for customer service improvement is by conducting a customer survey (Mangolive). Therefore, Uber ought to conduct a customer satisfaction survey. The following is a ten-question customer survey for the company.
Rating Scale:
1 = Strongly Disagree
2 = Disagree
3 = No Opinion
4 = Agree
5 = Strongly Agree
I use Uber services more than 50% of the time. 1 2 3 4 5
Purpose of the question is to find out if the customer uses competitor’s services. If the customer indicated 5, it implies the services are satisfactory. If the customer indicates 1 or 2, it means there is a need to improve quality. Those who rate 3 suggest they might be using competitor’s services number of times.
My friends, as well as my colleagues, enjoy using Uber services. 1 2 3 4 5
Question tests popularity of Uber services. When a customer indicates 1 or 2, there is a need to improve services. 4 or 5 suggests the company’s services excites many customers. Rating 3 indicate some customers may be not satisfied with the company’s services.

Uber cabs are comfortable to ride on. 1 2 3 4 5
Question aims to find out if Uber cabs are comfortable. Choice 1 or 2 suggests there is a need to improve comfort, while 4 or 5 imply a need to maintain the current standards. Rating of 3 may indicate that the customers fear to answer that the company’s services are not satisfactory.
Uber drivers are courteous to customers. 1 2 3 4 5
Question attempts to answer whether there is a need to train drivers. Rates 1 and 2 means customers are not satisfied with the conduct of drivers. While 4 and 5 shows, the drivers treat customers well.
Uber cabs arrive on time. 1 2 3 4 5
Custom tests timelines of Uber cabs. Customers who rate 1 and 2 suggests cabs delay while those who indicate 4 or 5 imply customers are satisfied with the timeliness of Uber cabs.
Uber app is easy to use. 1 2 3 4 5
Question aims to find out if the app is a problem to customers. Customers who indicate 1 and 2 suggest there is a need to improve the app, while many customers rating 4 and 5 imply they are comfortable using the app.
I receive prompt communication regarding Uber messages for price and promotions 1 2 3 4 5
Question aims to find out if Uber customers get information promptly. Rating 1 and 2 means communication needs to be improved while rating 4 and 5 means communication ought to be maintained.
I consider price over quality when I look for a cab. 1 2 3 4 5
The question is to find out if customers give weight to price or quality. Rating 1 and 2 mean customers value quality, while 4 and 5 imply customers are more concerned about price. Rate 3 may suggest the customer is concerned with both.
Uber cab service is reliable. 1 2 3 4 5
The purpose of this question is to find out if Uber services are reliable. Rating 1 and 2 is an indicator that the company need to improve reliability while 4 and 5 show there is a need to maintain the current service provision. Rate 3 may suggest the customer is receiving average reliability.
Uber help service is responsive 1 2 3 4 5
Purpose of this question is to investigate if Uber customers receive prompt help from the Uber team. Low responsive is indicated by ratings 1 and 2, while high responsiveness is indicated by ratings 4 and 5.

Works Cited
Kafetzopoulos, Dimitrios P., and Katerina D. Gotzamani. “Critical factors, food quality management and organizational performance.” Food Control vol.40, 2014, pp.1-11.
Mangolive. “Customer Satisfaction – The Beating Heart of Quality Management.” www.mangolive.com/blog-mango/customer-satisfaction-quality-management-iso9001. Accessed 28 February 2018.
Sabella, Anton, Rami Kashou, and Omar Omran. “Quality management practices and their relationship to organizational performance.” International Journal of Operations & Production Management, vol.34, no.12, 2014, pp.1487-1505.