Background

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Amidst the pandemic Uber wanted to explore how COVID impacted it's reputation and trust among Riders, Drivers, and Opinion Elites. It was important to ensure individuals felt safe and knew Uber had put in protocols to ensure their safety. To achieve their objectives a two phase approach was needed. I conducted qualitative sessions and advised on the followed online survey.

 

The research showed the need to increase awareness of Uber actions, such as focusing on health and safety protocols, transparency, and two-way communication. This was an opportunity for Uber to elevate to best in class customer service and be seen as a hero company in the COVID era. The findings also highlighted several areas for Uber to improve in order to gain trust and loyalty among their customers.

My Role

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Proposal Development

Study Design

Client Management

Qualitative Researcher

Quantitative Advisor

Report Advisor