T3 - NPS Research on Ride-Hailing Users
Company overview
T3 Mobility is a smart mobility ecosystem platform developed by Nanjing Lingxing Science and Technology Co., Ltd., with the mission of "Technology-Driven, Enjoyable Travel." The company is committed to delivering safe, convenient, and premium travel services to both customers and government agencies. T3 Mobility holds significant advantages in technological innovation, platform operations, and data management. As of now, T3 Mobility has expanded to seven major regions across China, serving 85 cities, with over 500,000 vehicles connected to its platform. Its standalone app business scale ranks second in the industry, with daily order peaks exceeding 3 million, positioning it as a key player in the domestic smart mobility sector
Research background
In the context of increasingly intense competition within the ride-hailing industry, customer satisfaction and loyalty have become key indicators for evaluating a platform's long-term growth potential. To systematically understand users' authentic perceptions of the T3 Mobility platform, identify strengths and weaknesses in the user experience, and benchmark its performance against industry standards, T3 Mobility commissioned CEIDEA Research to conduct this NPS (Net Promoter Score) study from May to July 2022. The study aims to leverage user feedback data to optimize the platform's service ecosystem, enhance overall user satisfaction, and strengthen brand loyalty
Research scope
CEIDEA Research employed a mixed-method approach combining quantitative surveys and qualitative in-depth interviews, targeting high-frequency ride-hailing users across first-, second-, and third-tier cities. The study assessed users' evaluations and expectations regarding T3 Mobility's service quality, driver performance, platform stability, pricing mechanisms, and ease of use, with a focus on identifying key factors influencing NPS. Additionally, by benchmarking against NPS scores of similar platforms in the industry, the study provides a comprehensive evaluation of T3 Mobility's relative performance and its brand positioning in users' minds
Expected outcomes
Through this research, T3 Mobility will receive a detailed NPS report featuring authentic user feedback and industry benchmark comparisons, clearly identifying the current level of user loyalty toward the platform. The research findings will help the company accurately identify its strengths and areas requiring improvement, systematically analyze the primary factors influencing user recommendation intentions, and propose feasible optimization recommendations based on actual platform conditions. These insights will support strategic adjustments and enhancements in T3 Mobility's future service offerings, strengthening customer retention and market competitiveness
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