JD:
Understand customer concerns regarding:
Bus Quality: Cleanliness, comfort, safety, reliability, etc.
Routes: Coverage, frequency, convenience, and punctuality.
Pass Prices: Affordability, value for money, and flexibility.
Mobile App: Usability, features, issues, and overall satisfaction.
Gather actionable feedback.
Identify reasons for customer dissatisfaction or churn.
Offer immediate solutions (where possible) to rebuild trust and loyalty.
Encourage customers to renew their expired or soon-to-expire passes.
Pitch Discounts on passes for customer retention.
Customer Retention Strategies
Complaint Resolution and Service Recovery
CRM and Customer Journey Mapping
Data Analysis and Reporting