Have you faced any challenges or successes in promoting your business and how have you addressed them?

Skeena Rideshare aims to provide support to those who are unable to access the regular transit options within the Skeena community (Terrace/Thornhill). Since the business idea was introduced, a few college students and my work colleagues have shown keen interest in being a part of the business venture and have taken rides with me. Some challenges do exist in promoting the business, as I have limited spare time after school, therefore, I use the social media platform to extend the business’s reach and it has been very productive since then.

Do you offer any discounts, promotions, or loyalty programs to attract and retain customers?

  • Availability of Rideshare at reduced costs
    • Flat rate fee for every trip within the city – $10
    • o Flat rate fee for every trip to/from Thornhill – $15
  • College Students – student discount programs, group ride options
  • Individuals requiring flexible mobility solutions – subscription-based plans

Could you please Explain a little bit more about your demographic aspect? Like why you are not going to provide this service for school kids? Is this only for old people, work professionals, and college students?

The current Skeena Rideshare Program is focused on demographic groups of professional adults, college students, and elderly folks within the Skeena Region. As I am a current student enrolled full-time at Coast Mountain College, my schedule does not align with the school-going kids. However, I aim to expand my business in the next year or two and thus would be able to accommodate additional demographic groups in my service.

How you see the effectiveness of the company’s marketing and branding strategy in attracting new customers and retaining existing ones?

The effectiveness of Skeena Rideshare’s Marketing and Brand Strategy in attracting new customers and retaining ones depends on several factors:

  • Targeted Reach – Skeena Rideshare has effectively targeted specific customer segments, including the local Skeena residents and college students
  • Value Proposition – Skeena Rideshare offers a value proposition to its customers, including convenience, affordability, and accessibility through its marketing strategy which allows existing customers to have access to convenience while the new customers can make use of affordability and accessibility to become associated with the Skeena Rideshare
  • Brand Awareness – Consistent branding across different platforms, including social media, campus outreach, and local advertising helps increase awareness of the Skeena Rideshare among both the potential new and existing customers

Where do you identify opportunities for growth or enhancement within the rideshare service to bolster its market standing and financial performance?

As Skeena Rideshare will evolve in the next year or a couple of years, there are significant opportunities for growth for the rideshare service, including an expansion of the service area beyond Terrace/Thornhill, possibly Kitimat! Other opportunities may include introducing features like eco-friendly vehicle options, partnering with local businesses for promotional tie-ins, or providing business pick & drop services.

What methods are employed to gauge and monitor customer contentment and allegiance, and how does Skeena Rideshare utilize feedback to enhance its service continually?

Skeena Rideshare employs methods like customer surveys, ratings, and reviews through social media and the website to monitor customer engagement, contentment, feedback, and recommendations. Skeena Rideshare uses the feedback to identify any areas for improvement, address areas of concern, and implement service enhancement, thereby building customer trust and loyalty over time.

What strategies does Skeena Rideshare employ to cultivate confidence and dependability among its clientele, especially when contrasted with alternative transportation choices within the area?

Skeena Rideshare employs the following strategies to improve customer satisfaction, and increase loyalty and retention:

  • Value Offered
    • Availability of Rideshare at reduced costs (flat rate fee)
    • Convenience – no hassle for waiting for buses/cabs
  • Solving Customer Problems
    • Cost Savings/Affordability at a flat fee
    • Availability in evenings/weekends
    • On-campus access for students
  • Products and services offered
    • College Students – group ride options
    • Others – subscription-based plans (after 1 year of business), dedicated pick/drop locations
  • Customer Needs Satisfaction
    • Reliability
    • Affordability
    • Convenience
    • Dedicated Pick/Drop

In what manner does Skeena Rideshare confront possible mental hurdles to acceptance, like apprehensions about ride-sharing with unfamiliar individuals or lack of familiarity with online reservation systems, particularly among older demographics or those less adept with technology?

Skeena Rideshare provides a driver profile on its webpage to ensure customers are familiar with their driver before booking a ride. The webpage also highlights a ‘What to Expect during your Ride” section which outlines the process from pick up, safety measures implemented, and the drop-off. Skeena Rideshare also offers a customer support phone line for booking and sharing feedback, especially for older customers who are less tech-savvy.

Has Skeena Rideshare undertaken any studies or surveys to comprehend the emotional motivators behind customer gratification and allegiance to the service? If yes, what were notable discoveries, and how have they impacted operational choices?

Skeena Rideshare did extensive research employing the strategies of social media listening through Facebook Groups, Trip Advisor, and Redditt Platforms. Online research was also conducted via a study of the Transportation Master Plan from the City of Terrace’s Website, a study by Noxon Associates Limited on Improving Travel Options in Small & Rural Communities for Transport Canada, and a review of the Canadian Geographic Journal on Ridesharing’s impact on Canadian cities. Some surveys and interviews were also conducted such as:

  • How often would you use rideshare services in the Skeena Community?
    • What will be the most common factors/reasons for you to use/book a rideshare?
    • What specific features or services would you like to be offered?
    • What areas or neighborhoods do you think rideshare services should be offered/expanded?

These studies and surveys/interviews helped Skeena Rideshare understand the emotional motivators behind customer satisfaction and loyalty. Notable discoveries included a strong emphasis on safety, convenience, and reliability and that is exactly the motto of Skeena Rideshare, i.e. “Connecting Communities, One Ride at a Time: Experience the Convenience, Safety, and Affordability of Skeena Rideshare Today!”

These findings influenced operational choices by investing in cleanliness and safety features, improving service reliability, and user-experience enhancement through convenient booking options.

How does the company intend to distinguish itself from competitors and build a loyal customer base?

    Skeena Rideshare intends to distinguish itself from competitors and build a loyal customer base by employing the following key strategies:

    • Focus on Safety – prioritizing strict safety measures, including background checks on employees/drivers, availability of driver profiles on the website, and thorough vehicle inspections, increases customers’ confidence and trust towards the rideshare service
    • Reliability, Affordability, and Convenience – minimized wait times, providing accurate schedule/availability to book rides, and offering a seamless booking through the website and via phone.
    • Community Engagement – engaging with the local community through partnerships demonstrating a commitment to the Skeena community and fostering a sense of locality and belonging to the wider community
    • Personalized Customer Experience – offering loyalty programs, tailored promotions such as for college students and the elderly, and a responsive customer support dedicated phone line
    • Environmental Sustainability – investing in promoting eco-friendly transportation options such as electric vehicles to align with Terrace/Thornhill’s sustainability goals once the business is up and running, preferably in the third year of its operations

    What safety and security measures are in place to protect passengers and drivers?

      Skeena Rideshare implements various security and safety measures to ensure the passengers are protected, including driver background checks, vehicle inspection, smoke-free vehicles, driver verification, and safety education to drivers through their onboarding program, and dedicated customer support line

      Do you think that the starting rate of $17.40 per hour for the driver is enough?

        As this is a side hustle, no full-time hours are guaranteed. I deem the starting rate of $17.40 per hour suitable for drivers during the first six months of their employment. After that, based on business income and driver performance/customer feedback, salaries will be revisited to align well with the larger rideshare industry in Canada.

        I would need clarification on how the Skeena Rideshare business identifies, assesses, and mitigates risks associated with its operations.

          Skeena Rideshare business identifies, assesses, and mitigates risks associated with its operations through a comprehensive risk management plan including:

          • Risk identification – regular identifying and evaluating any potential business operations risks, including safety, regulatory compliance, market competition, and financial stability
          • Risk Assessment – using risk impact matrix to conduct thorough risk assessments and assessing the risks based on severity and urgency so they can be dealt with priority
          • Risk Mitigation – Implementing safety protocols, providing technology solutions (a rideshare app in the future), compliance with regulatory standards, analyzing the market and capitalizing on opportunities, financial management (budgeting strategies with built-in contingencies), premium insurance coverage, and investing in crisis management protocols
          • Continuous Monitoring, Review, and Improvement – regular and ongoing risk assessment with quarterly reporting to ensure vulnerabilities are minimized and to safeguard Skeena Rideshare’s operation and its assets.

          What procedures are in place for missing items left in the vehicle?

            After every ride, the drivers are trained/instructed to thoroughly check and clean the car to ensure no leftover items are found in the passengers. If found, the driver makes a phone call to the passenger and arranges for a time for pickup or drops the leftover items to the passenger.

            How about the fare? How long will it be a fix flat rate? Do you have any plans in increasing rate? We all know that the gasoline is increasing anytime.

              As this is a side hustle, Skeena Rideshare will keep a fixed flat rate for at least the first year of its operations to ensure customer satisfaction is always guaranteed. Once the business starts blooming, the fee structure will be revisited after the year ends and an increment will be made by the rideshare/transportation industry standards