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Russian version of the article is available at the following link.
A client report is a company owner’s database with contact details of each and every passenger that has ever used the services of his company via any order source (apps, web desk, dispatch panel, third-party dispatch API, Taxi butler).
It is a unique tool to manage your clients, plan your marketing activities and raise your brand awareness by direct clientele targeting. Passenger contact details can be used to launch a referral/sms campaign for specific users or send newsletters on discounts, holiday rates, new service types etc.
You can track and compare your client’s activity over several reporting periods, form top clients database for loyalty programs etc.
Based on the number of cancelled orders you can regulate cancellation fees and even request to block individual profiles should a client abuse the system by placing fake orders, using fraud cards, harassing driver and what not.
Let’s have a look at Client report values and the meaning behind them:
A. Passenger ID
Unique identification number of the passenger generated by the system
B. Passenger source
Passenger profile source can be:
-External (for orders made from apps and web desk)
-Company (for orders made from dispatch, third party dispatch API, Taxi butler)
Name of the passenger
Email of the passenger. Trip summaries are sent to this mail. The field is empty for orders from dispatch panel, web desk, Taxi butler
Passenger contact number
F. Company note
A note not visible to the client that an operator introduces via dispatch panel. Let’s say an operator added a Client’s note via dispatch for a previously made order.
The system links the note to the account and the Client’s note field fills in automatically at the input of a new order for this client.
G. Profile state
It is the status of a passenger profile. It can be:
-“Active” for registered user (order is made through the app or web desk)
-“Invited” for unregistered users (order is made through dispatch panel or third -party dispatch API)
-"Closed" for blocked passenger profiles.
H. Total orders
The number of orders placed by a passenger for the reporting period
I. Paid orders total (currency)
Total paid by a passenger for the rides taken over the reporting period
J. Unpaid orders total (currency)
Total unpaid by a passenger for the rides taken over the reporting period
Number of orders cancelled by a dispatcher for a passenger over the reporting period
Number of orders placed by a passenger and cancelled by drivers over the reporting period
Number of orders that ended due to the fact that the passenger didn't show up (a driver can choose this reason if the passenger doesn't get to the pick up location for more than 5 minutes). For such cases a passenger will be charged with a cancellation fee if set.
Number of orders cancelled if the passenger decided not to go. For such cases a passenger will be charged with a cancellation fee if set.
Number of orders cancelled by a passenger when a driver is late for a pick up (when driver is late for more than 3 minutes (of ETA) and distance from driver to pick up/passenger location is more than 200 meters). For such cases a driver is charged with a cancellation fee if set
Number of orders that are cancelled by a passenger due to the fact that the driver goes offline for more than 10 minutes
Number of orders cancelled due to the fact that NO driver was found (3 minutes for passenger app and 15 minutes for dispatch)
Number of a passenger orders that are finished with “Paid” status over the reporting period
Number of a passenger orders that are finished with “Unpaid” status for the reporting period