Command Center: Understanding How ETA Works

Understanding how ETA works is crucial in improving customer satisfaction. We understand how important knowing the ETA is and that is why we have improved how it is getting measured. The new measure is from straight line distance to driving distance; this will make sure that time posted on the app is more realistic. The Driving distance factors in the driver’s current route and traffic conditions. The improved ETA will minimize confusion on the shuttle’s arrival or pick-up time. Efficiency in time predictability will help increase customer satisfaction.

The new Driver states are part of the update in the system to further improve shuttle efficiency. This update is to give a realistic estimate for when the dealership can expect the shuttle to return.

Command Center View

We have simplified the look on where you can see the ETA on the Command Center. We placed the time on the top of the ride fly-out. Here you will see the driver’s ETAs:

a. If the passenger is waiting it will show what time the driver will pick them up. 

b. If the Driver is “en route” it will show the shuttle’s ETA to the drop-off location).

Passenger App View
On the passenger app, Passengers can also see the ETA. It will appear on once the Driver starts driving towards the passenger’s location.