Few days back DIDI, a Chinese Brand acquired major shares in Uber in China. After which there were huge hype for how efficiently these services can make changes in Pakistani market were trending.
Careem has recently gained so much popularity in Pakistan (Specially in Karachi) that it comes on every one’s mind if they want to travel by a public transport. Rates are also under affordability that is why Careem has gained alot of importance.
Careem also expanded to Lahore and Islamabad, but recent few events raised a question on their focus on service quality and customer’s satisfaction. Seems like in Lahore and Islamabad the services are not up to the mark as they are serving in Karachi.
Recently one event was highlighted a lot when an issue came with Mr. Haider Ahmed Qazi, (Marketing Team Lead, Cheezmall.com) in which he mentioned the comparison of his first experiences with DIDI and Careem. Very few in Pakistan are aware of DIDI services so the article also got hype due to the DIDI model introduction.
The bad experience was regarding the customer services and complaint handling. But Mr. Haider has recently highlighted that Careem’s management has taken the matter seriously and resolved the issue immediately with an apology. He also added that Mr. Sarfraz Baig (Heading Careem Customer Care), personally contacted Mr. Haider and presented the apology with a token of thanks for the valuable feedback.
This clearly states that how much Careem is committed to resolving customers’ issues and they care about their customers’ experiences. Their step in presenting apology is the trust level that they are building among customers and it is also hoped that in future they will keep some few changes too according to feedback from customer complaints. Then the time is not so far when they will reach another glory of success as DIDI did in China.