I have used limo services a lot in the past so I know how bad...

Originally posted by Davisite

The problem is not the number of bad reviews (these are tiny compared to the number of rides), but the lack of positive reviews to balance them out. If there were a dozen bad reviews along with 1000 positive then nobody would think anything.

I agree that the review situation needs to be adressed, not because it reflects a massive problem with the service, but because the reviews are so biased. Plenty of potential users (let alone investors) read these reviews and think this is the normal experience. JAY do need to do something about this as it is costing them money.

Interested to know Davisite, where do you get your confidence from in the product / service being delivered by JAY?

Have you used the booking / transfer service a lot?

Do you have friends / family that have used it?

 

I have used limo services a lot in the past so I know how bad the industry is. The limo industry is crying out for a consolidator that can apply some sort of quality control and chase out the cowboys. I have used the Jayride site a few times (it is fine) and booked one ride through it which was also fine (neither bad nor good).

 

The number of bad reviews per trip facilitated by JAY is very low especially given the industry. I know via my wife's business in the consumer industry that around 1 in 1000 transactions will end in negative review and in the majority of the cases the bad reviews have no relationship to what actually occurred - there are a lot of crazy people out there. You can't do much about these bad reviews, but you can balance them by trying to get a wider cross-section of your customers to leave reviews.

 

I like what JAY is trying to do, there is a market niche to be captured that is a natural monopoly with network effects, and they are growing rapidly. If they manage to pull it off then there is plenty of opportunity for them to be bought out by one of the big players in the travel industry.

 

On the negatives they are probably under resourced for what they need to be doing (their expansion should really be faster). The lack of reputation management and things like not having telephone support (telephone support is really expensive) reflect this. Given the lack of support for serious tech companies in Australia it is a hard problem to overcome other than muddle through the best you can and hope to fix the issues as you can scale.