Indonesia is home to some major players in the ride-sharing app scene such as Uber, Grab, and Go-Jek, who have all thrived despite mounting government regulations and sporadic protest riots throughout the country.
A big factor behind this is undoubtedly high customer satisfaction levels in the apps and the services they provide.
As reported by Merdeka, a recent survey of 4,668 respondents by the Indonesian Consumers Foundation (YLKI), found that 77.7% are very satisfied with the service provided by ride sharing app,. 21.8% rated ride sharing apps “satisfactory”, while only 0.4% responded “less than satisfactory” and 0.1% responded “very bad”.
That said, 41% of the respondents said they have complained about service at least once. Common complaints include drivers canceling orders and technical problems.
As for which apps rule in Indonesia, Go-Jek came out on top after being chosen by 72.6% of the respondents, followed by Grab with 66.9%, Uber with 51% and My Blue Bird with 4.4%.
And, in a testament to the high demand for ride-sharing apps in Indonesia, 63% of respondents said they did not agree with any government regulation of the apps, while the rest believe some are necessary.
At the start of April, the Ministry of Transportation enforced a regulation that was supposed to raise the fares on ride-sharing apps to be level with conventional taxis in order to level the playing field between the two modes of transport. However, full implementation of the regulation hasn’t occurred so the likes of Uber and Grab are still offering lower fares compared to taxis.
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