Our performance management framework covers KPIs, SLA commitments, risk indicators, and reporting cadence — creating complete accountability for everything that moves under our name.
These KPIs are tracked daily, reviewed weekly, and reported monthly. Every target below represents our minimum commitment — not our aspiration.
Trips arriving within the defined tolerance window of the scheduled time. Tracked per route, per driver, and per city daily.
Operator-initiated cancellations as a percentage of all scheduled trips. Excludes passenger-initiated and weather-forced cancellations.
Percentage of scheduled vehicle-hours delivered with serviceable vehicles. Tracks maintenance effectiveness and contingency readiness.
Average passenger rating collected via platform app. Low ratings trigger same-day supervisor review and driver coaching.
Percentage of scheduled shifts where the assigned driver was present and ready at the scheduled start time.
At-fault incidents per 1,000 completed trips. Includes vehicle damage, passenger injuries, and traffic violations.
Our SLA commitments are built into every contract and backed by performance incentive and penalty structures.
KRIs are early-warning signals. Each one has a traffic light threshold and a pre-planned response — so we act at Amber, not at Red.
| Risk Area | Indicator | Green | Amber (Watch) | Red (Act) | Response Trigger |
|---|---|---|---|---|---|
| Service Delivery | On-time rate weekly | ● ≥ 95% | ● 90–94% | ● < 90% | Amber: supervisor review; Red: escalate + root cause + remediation plan |
| Driver Availability | Attendance rate weekly | ● ≥ 97% | ● 93–96% | ● < 93% | Amber: activate standby pool; Red: emergency recruitment + client notification |
| Fleet Reliability | Vehicle uptime rate | ● ≥ 96% | ● 90–95% | ● < 90% | Amber: maintenance audit; Red: emergency rental + fleet review |
| Passenger Experience | Average app rating | ● ≥ 4.5 | ● 4.0–4.4 | ● < 4.0 | Amber: driver coaching; Red: suspension review + retraining |
| Incident Frequency | At-fault incidents / 1,000 trips | ● ≤ 1.0 | ● 1.1–2.0 | ● > 2.0 | Amber: safety debrief; Red: full driver safety audit + client disclosure |
| Compliance Risk | Drivers with expired licences/abstracts | ● 0 | ● 1–2 | ● ≥ 3 | Amber: immediate renewal follow-up; Red: suspend affected drivers + audit all |
Our structured reporting cadence ensures client stakeholders are never in the dark — and we're never caught unprepared for a review.
We embrace performance-based contract structures because we're confident in our ability to deliver. When KPI targets are exceeded, we earn performance bonuses. When they're not met, we absorb the financial consequence — not our clients.
This alignment ensures we never treat KPIs as reporting exercises. They are the language our contract speaks, and we're fluent in it.
Our performance framework is designed to be client-facing. We welcome KPI audits, SLA reviews, and contractual accountability. That's how we build long-term partnerships.