From a newcomer, Xanh SM has risen to become the leading taxi brand in Vietnam in terms of market share in Q4 2024, while also achieving the highest customer satisfaction and willingness to pay. The brand not only offers comfortable travel experiences but also sets a new standard for the ride-hailing industry in the country.
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The ride-hailing market in Vietnam is witnessing a noticeable shift. Users are no longer solely focused on price but prioritize high-quality services. Xanh SM entered the market at the right time, catering to the demand for green, convenient, and environmentally friendly transportation options.
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Xanh SM impresses with its quality service
Mr. Nguyen Minh Long, a tech CEO based in Hanoi, shared that he chose Xanh SM because electric vehicles offer a “triple-zero” advantage – zero noise, zero fuel odor, and zero emissions. “The ride feels solid and stable, with a spacious and clean interior. I can comfortably work or rest during my commute. Moreover, I feel happy knowing that I’m contributing to environmental protection,” he said.
In Ho Chi Minh City, Ms. Thanh Mai, an office worker, was impressed by the professionalism of Xanh SM’s drivers: “The drivers are always polite, well-groomed, and attentive. They open the door for passengers and offer to help with luggage. They are mindful of the in-car temperature and audio but never disturb the passengers,” she remarked.
According to experts, it is this superior service quality, delivered under the promise of “Go Green, Experience Great!”, that has helped Xanh SM retain its customers. While some may have initially tried the service out of curiosity, they now consider Xanh SM their top choice. “Xanh SM is meticulous about their services and vehicle quality. Most customers are now willing to pay a premium for a ride that they feel is worth it,” remarked marketing expert Dang Tran Duc.
Leading in Market Share and Customer Satisfaction
The satisfaction of Xanh SM customers is not just a personal perception but is also reflected in market research data.
According to a report by Q&Me on ride-hailing habits in Vietnam, Xanh SM achieved the highest satisfaction score of 9.25, surpassing Grab (9.1) and Be (8.96). Additionally, Xanh SM users are willing to spend the most on ride-hailing services, with an average monthly expenditure of 541,000 VND, higher than Grab (471,000 VND) and Be (438,000 VND). Notably, for longer trips, customers are ready to pay more to enjoy better services and higher-quality vehicles.
Furthermore, the Q&Me survey also revealed that 84% of taxi users and 77% of electric motorbike users are willing to recommend Xanh SM to their loved ones. These are essential indicators of the trust and satisfaction that Xanh SM has built among its users.
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Users are satisfied and willing to recommend Xanh SM’s services
This customer satisfaction has propelled Xanh SM to become the number one taxi brand in Vietnam in Q4 2024. According to a market survey by the renowned research firm Mordor Intelligence, Xanh SM captured 37.41% of the market share in the last quarter of 2024, surpassing Grab (36.62%) and leaving Be (5.55%), Mai Linh (4.81%), and Vinasun (2.44%) behind.
Thai Son (Tuoitrethudo)
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