Spin — Electric Scooters

User Experience Report

Report Date

This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

Highlights trends and insights

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TOP INSIGHTS

A weekly roundup of Spin — Electric Scooters's key feedback

Ride Ending Issues

A significant number of users, approximately 20%, report difficulties ending their rides, leading to overcharges and frustration. This issue often requires contacting customer support, which can be unhelpful or dismissive.

I couldn't end my ride and was charged extra, and support was no help.

Parking Zone Confusion

Around 15% of users experience confusion and frustration with unclear parking zones, resulting in penalties or inability to end rides. The app's map does not clearly indicate no-park zones, causing inconvenience.

The app doesn't show no-park zones clearly, and I was penalized for parking in one.

Erroneous Charges

Approximately 10% of users report being charged incorrectly, either double charges or charges for non-functional rides. This issue is compounded by inadequate customer support responses.

I was charged double for a ride, and support denied the extra charge existed.

App Functionality Problems

About 12% of users face app-related issues such as errors during sign-up, inability to start rides, or app crashes. These technical problems hinder the overall user experience.

The app is too buggy; it wouldn't let me end my ride or request support.

COMPETITORS ANALYSIS

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

#1 USERS CHOICE

Voi

Voi receives mixed feedback, with users appreciating its ease of use and value for money, especially with the 24-hour pass. However, there are complaints about unexpected charges, limited parking options, and technical issues with the app, leading to frustration among users.

#2 RUNNER UP

Lime

Lime is praised for its convenience and speed, making it a preferred choice for many users. However, there are significant complaints about unexpected charges, app glitches, and issues with no-go zones, which detract from the overall user experience.

#3 Straggler

Spin — Electric Scooters

Spin users report frequent technical issues, such as difficulties ending rides and erroneous charges. While some appreciate the service when it works, many are frustrated by the app's bugs and poor customer support, leading to a negative perception of the service.

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Nuggets

Major Highlights of the Week

Ride End Issues

Users face persistent problems ending rides, often resulting in overcharges and frustration. The app fails to recognize when a ride should be ended, leading to unnecessary charges and poor customer support experiences.

I couldn't end my ride and got charged $40 for what should have been $10.

Parking Zone Confusion

The app's unclear parking zone information leads to user frustration and penalties. Users struggle to find valid parking spots, often resulting in fines or inability to end rides.

I couldn't park my scooter because my whole town seemed to be a no park zone.

Inaccurate Pricing

Users report discrepancies between advertised and actual ride costs, leading to unexpected charges. The app's pricing model is misleading, causing dissatisfaction and distrust.

I was charged double for a ride that was supposed to be $0.69 per minute.

App Bugs and Errors

Frequent app errors disrupt the user experience, from sign-up issues to ride management failures. These technical glitches hinder usability and lead to negative perceptions of the service.

Customer Support Failures

Users experience unhelpful and dismissive customer support, exacerbating existing issues. Support often provides irrelevant responses, failing to resolve user problems effectively.

Support insisted on answering a different question with a copy-paste answer.

Misleading Subscription Details

Subscription plans are not clearly communicated, leading to unexpected charges for users. The app's language around subscriptions is confusing, causing users to feel misled.

I wasn't aware I'd be charged $0.56/min even after subscribing.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Ride End Issues

Parking Zone Confusion

The app's unclear parking zone information leads to user frustration and penalties. Users struggle to find valid parking spots, often resulting in fines or inability to end rides.

Inaccurate Pricing

Users report discrepancies between advertised and actual ride costs, leading to unexpected charges. The app's pricing model is misleading, causing dissatisfaction and distrust.

App Bugs and Errors

Frequent app errors disrupt the user experience, from sign-up issues to ride management failures. These technical glitches hinder usability and lead to negative perceptions of the service.

Customer Support Failures

Users experience unhelpful and dismissive customer support, exacerbating existing issues. Support often provides irrelevant responses, failing to resolve user problems effectively.

Misleading Subscription Details

Subscription plans are not clearly communicated, leading to unexpected charges for users. The app's language around subscriptions is confusing, causing users to feel misled.

Quotes of the week

Hear from some of the most impactful users to drive changes

I've been using Spin for years, but recently the app has become unreliable with frequent errors and dismissive customer support. It's frustrating to follow the rules and still face issues like being unable to end rides or being wrongly charged.

JZSSF14

The app's AI for judging parking is terrible. It often penalizes me for parking issues that aren't my fault, like when the scooter is broken. This needs improvement or removal as it affects the user experience negatively.

NFL Superfan

I was charged double for a ride, and support denied the second charge even though it was deducted from my account. This kind of issue makes the service not worth using.

BlakeNOS

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The quotes of the week

Hear from some of the most impactful users to drive changes

Candice Wu

App Store

Kelly Williams

Google Play

I was charged double for a ride, and support denied the second charge even though it was deducted from my account. This kind of issue makes the service not worth using.

Koray Okumus

Google Play

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User Experience Report

Report Date

Spin — Electric Scooters

Top Insights This Week

Ride Ending Issues

Parking Zone Confusion

Erroneous Charges

App Functionality Problems

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Major Highlights of the Week

Major Highlights of the Week

Hear from some of the most impactful users to drive changes

Start your 14-day free trial today

The quotes of the week

Discover Anecdote’s all-in-one customer experience platform

Search through all your feedback, instantly

Use AI to automate and prioritize your feedback analysis

Send surveys and analyze them with AI

Segment feedback from your company in charts and summaries

Benchmark your company's feedback against your competitors

Stay on top of your feedback with alerts