Core Viewpoint - The report highlights the complaint rates of various ride-hailing platforms in Dongguan for the second half of 2024, indicating significant issues with service quality and management among certain platforms [1][8]. Complaint Rates by Order Volume - Among platforms with daily order volumes exceeding 10,000, "如祺出行" has the highest complaint rate at 0.40 complaints per 10,000 orders [2][4]. - For platforms with daily order volumes between 500 and 10,000, "哈啰出行" leads with a complaint rate of 2.13 [2][6]. - In the category of platforms with daily order volumes below 500, "小拉出行" has the highest complaint rate at 3.47 [3][6]. Types of Complaints - Passenger complaints primarily involve issues such as overcharging, refusal to pick up, and poor service attitude [3][8]. - Driver complaints are mainly related to platform responsibility disputes, payment issues, and unreasonable dispatch mechanisms [5][9]. Recommendations for Improvement - The Dongguan Road Transport Affairs Center emphasizes the need for ride-hailing companies to enhance driver management and complaint handling mechanisms to improve service quality [8][10]. - Companies are advised to conduct thorough training for drivers regarding penalties and complaint processes, ensuring clear communication and documentation [8][9]. Overall Industry Implications - The high complaint rates for "如祺出行," "哈啰出行," and "小拉出行" suggest a failure to meet service quality management requirements, leading to a deduction of 50 points in their service quality assessment for 2024 [7][8]. - Companies with persistent high complaint rates and poor management practices may face penalties, including being listed as poorly rated companies by the taxi industry association [10].
东莞通报网约车投诉 如祺出行哈啰出行小拉出行领先