Brief Intro It started with an observation turning into a realization, too many cars on the streets, wasting our limited resources: time, space and money. We had to question why we depend so much on our cars? and what are the consequent pains of moving around the city? Rush hours, traffic, terrible driving habits and unavailability of parking spots came rushing through our minds in addition to the pain of high cost of on-demand services. While an affordable decent public commuting solution is not accessible, we thought how can we improve peoples lives? And here Swvl was created, revolutionizing the transportation scene in emerging markets, through providing a technology-based alternative to public transportation, a smart solution that solves the transportation equation, leading to helping more commute for less, with ease and comfort. Swvl is a revolutionary idea that was born from passion, loyalty and persistence to face all challenges on the table, Swvl is not just a mean to facilitate commuting, but a hunger to strive for solutions, encourage the contribution of youth in innovation and inspire change. As of June 2020, we are now operating in three countries; Egypt, Pakistan, and Kenya covering six major cities; Cairo, Alexandria, Lahore, Karachi and Islamabad, and Nairobi. Problem Statement: Captain Ratings are the best measure of the quality of service that we deliver to the Customers, and that determines how sustainable our business can be 1. For Swvl determine the value prop of the product(s) that it currently does, or can offer in the future? 2. Assuming ratings are the most direct way of getting customer feedback, what are the points a customer will rate us on? 3. Who are the custodians of delivering the right experience to the customers? How would you regulate the delivery of the highest quality of experience? Considering that Swvl provides fixed lines at fixed times to its customers, reliability of the Captain and bus needs to be ensured. What steps would you take to ensure that all rides at all times will be catered to without any gap in service delivery to the customers?