Social Media Scrutiny on Grab: Addressing Safety Concerns and Brand Reputation
Real-time updates and user-generated content on social media have revolutionised how the public responds to social issues. As we’ve seen in our previous stories here, narratives can quickly spread and impact corporations - emphasising the need for companies to be aware of how these stories unfold and affect their reputation.
As one of Southeast Asia's largest ride-hailing and delivery platforms, Grab has been instrumental in reshaping urban mobility and convenience. However, its meteoric rise has also sparked concerns that the company might now be "too big for its boots," particularly in its responsiveness to customer concerns and safety issues. Grab continues to be celebrated as a tech disruptor with a strong customer-first ethos, but is facing growing criticism for alleged lapses in service quality and safety standards, and a critique against its allegedly vague algorithm used for price surge calculations.
And how it responds to customer feedback is what exposes this brand to misinformation and disinformation threats. Many customers have voiced frustration about the company’s apparent indifference to feedback. Online forums and social media platforms are rife with complaints about unreliable drivers, unprofessional behavior, and inadequate resolution processes for disputes. Even one allegation accuses a Grab driver of charging for air-conditioning!
Customer safety is another pressing issue. We note that Grab puts up information about its policies and other measures to maintain safety of its riders, passengers and drivers, stories of reckless driving and mismatched security policies emerge at times. Plus Instagram stories like the one has left some customers questioning whether their well-being is truly a priority for the company.
In another example, LinkedIn posts like this one, details a user’s experience designed to capture the company’s attention. And as more users turn to social media to express their concerns, reports of incidents in this crowded space are likely to increase. This will also bring with it greater scrutiny and opportunity to harm the brand’s image. Without adequate professional response, social media opens more opportunities for rivals or disinformation agents to spread fake news about the company.
As Grab continues to diversify its offerings—from food delivery to financial services—its sheer size and market dominance might make it more insulated from the consequences of poor reviews or service lapses. Customers are increasingly asking whether Grab’s focus on expansion has overshadowed its commitment to delivering a safe, reliable, and user-friendly experience. This disconnect raises this question: has Grab, in its quest to dominate the market, deprioritised the very people who helped it rise to prominence?
We remind companies that they need to pay attention to allegations. Companies need to prioritise victim-centred approaches by considering resources that emphasise empathy, confidentiality, and respect for the experiences of its customers. Speed is of the essence here when investigating controversial topics as thoroughly as possible. And when managing public response, companies must be transparent and constantly communicate the progress of any investigation.
The challenge for Grab lies in recalibrating its priorities. A brand that grew by empowering users and fostering trust risks losing its edge if it fails to address these growing concerns, impacting the loyalty of its customer base and opening the door for competitors to gain ground. Crucially, responding responsibly minimises misinformation or disinformation threats from rivals or those with malicious intent.
Find out from Faqcheck how our Insightful PR solution can help in manage and minimise potential misinformation or disinformation threats to your brand. We offer free consultations, so get in touch via our Calendly.
