Today, we would like to share an example of customer experience and discuss how one company in Australia has made some changes that have impacted the quality of customer service they provide.
The company we have chosen for this example is GoGet, a popular car-sharing company in Australia. GoGet allows customers to book cars for a few hours or a few days, picking them up from designated spots around the city. After using the car, customers can simply return it to any designated parking spot.
However, recently, GoGet made a change that has affected the flexibility of their booking system. Previously, customers had the freedom to modify their booking times, allowing for spontaneous changes. Unfortunately, GoGet has now stopped allowing customers to reduce their booking time. This means that if you have booked a car until 4:00 PM the next day but realise you only need it until 2:00 PM or 1:00 PM, you are no longer able to adjust your booking accordingly. This restriction contradicts the value proposition of GoGet, which is to provide flexibility and spontaneity to customers. From a financial perspective, it may be understandable for GoGet to want to maximise the usage of the booked time, but from a customer's standpoint, this change diminishes the overall experience.
Furthermore, GoGet has also eliminated their phone service for any modifications or inquiries. They now encourage all customers to handle changes or administrative requests through their app or website. While this may be a cost-saving measure for GoGet, it limits the options for customers who prefer to speak with a representative to make changes or seek clarification about their booking. This decision further reduces the customer's ability to have personalised assistance, negatively impacting their journey with the company.
In summary, these recent changes made by GoGet have had a detrimental effect on the customer experience. By restricting the ability to reduce booking times and eliminating phone support, GoGet has compromised the flexibility and convenience that customers previously enjoyed. It is important for companies to consider the impact of such changes on their customers and strive to find a balance between operational efficiency and providing excellent customer service.
