Hi Marton,
As per your request after our discussion on Sunday here’s an official response to your petition. We enjoyed the meeting with you all and felt it was a very productive conversation. Rather than put together an exhaustive list of minutes we felt it was best to
simply
list out the issues covered and actions being taken our end to remedy them.
● Issue: There is not a regular route for couriers to feedback to Gophr.
● Action: Create an advisory board for couriers who meet Gophr regularly (potentially
every quarter)
● Issue: There are jobs with tight deadlines for enterprise customers who don’t pay a premium. There are also concerns with customers being able to book certain jobs at the certain times which makes it difficult to cover.
● Action: Look into offering boost points for these jobs to increase attractiveness. Also review what jobs we make available when based on how busy it is (this is a big piece of work and not one we can fix overnight).
● Issue: Jobs offered on the next day job board get grabbed but the dispatcher is a more optimal way of sharing them out. There was some discussion about live jobs going on the job board too which can be problematic at times.
● Action: Change the rule that decides what goes on the next day job board from before 10am to before 9am. Live jobs on the job board will need us to come up with a list of potential solutions.
● Issue: Customers booking the wrong sized parcels
● Actions: For front end bookings, create a warning or confirmation dialogue to let
customers know what they have booked, and that they will be charged more if it is incorrect. Review the process that happens when a courier arrives and the parcel is not as described. Review the idea of a penalty fee if the parcel is not as described (and is bigger or heavier).
● Issue: Pushbike dimensions are much larger than most couriers can actually carry.
● Actions: Review pushbike dimensions and see if a smaller size will work.
● Issue: Customers expect couriers to help them load the vehicle (particularly vans).
● Actions: Add a note in the front end booking flow to say that vans only have a single
person. Review the idea of a potential extra loading charge.
● Issue: Couriers struggle to understand how pricing works due to inconsistent job rates and differing prices offered at times, sometimes leading to suboptimal job acceptance.
● Actions: Check the pricing engine, especially for direct jobs. Establish a standard minimum rate for couriers. Improve explanations for differing prices across accounts. When customers seek reduced rates for higher spend on regularly covered jobs, enhance communication with the respective regular courier.
● Issue: Dedicated couriers working on Gophr seek greater rewards for sticking to the platform. Those couriers who underperform should be removed, as they harm high performing couriers' earnings.
● Actions: We're assessing KPIs and Boost points right now across the board. We’re currently taking legal advice on them as the challenge we have is rewarding one group could be viewed as being punitive to others. Should we find a way forward we will likely need your guidance to find ways to deliver this.