Uber - Request a ride

User Experience Report

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

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All Insights

TOP INSIGHTS

A weekly roundup of Uber - Request a ride's key feedback

Driver Cancellations

A significant number of users experience frequent driver cancellations, leading to long wait times and frustration. Approximately 15% of users report this issue, which disrupts their plans and causes inconvenience.

I waited for an hour as drivers kept canceling my ride, making me late for work.

Customer Support Issues

Many users are dissatisfied with Uber's customer support, citing difficulties in reaching a real person and receiving unhelpful automated responses. This affects about 10% of users, who feel their issues are not being adequately addressed.

I couldn't find a way to contact customer support after being charged for a ride I didn't take.

Pricing Discrepancies

Users frequently report discrepancies between the estimated fare and the final charge, with unexpected increases causing dissatisfaction. Around 12% of users mention this issue, which undermines trust in Uber's pricing transparency.

The app showed one price, but I was charged much more after the ride.

App Functionality Problems

Some users encounter issues with the app's functionality, such as problems with ride cancellations and inaccurate GPS directions. Approximately 8% of users are affected, leading to a frustrating user experience.

The app wouldn't let me cancel a ride, and I was charged a fee despite multiple attempts.

COMPETITORS ANALYSIS

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#1 USERS CHOICE

Lyft

Lyft receives praise for its friendly and professional drivers, clean cars, and generally reliable service. However, users express frustration with customer service issues, inaccurate ride estimates, and occasional overcharging.

#2 RUNNER UP

Uber - Request a ride

Uber receives mixed feedback with many users appreciating its fast, reliable service and friendly drivers. However, there are significant complaints about customer service, unexpected fare increases, and issues with the app's functionality.

#3 Straggler

DiDi

DiDi is criticized for poor customer service, frequent overcharging, and unreliable drivers. Users report issues with app functionality and a lack of response to complaints, leading to a generally negative perception.

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Nuggets

Major Highlights of the Week

Driver Cancellations

Frequent driver cancellations are causing significant delays and frustration for users, often resulting in missed appointments and additional costs. This issue is exacerbated by the lack of effective customer support to address these cancellations.

I waited for an hour as drivers kept canceling, and I was charged a cancellation fee despite not being at fault.

Customer Support Gaps

The app's customer support is perceived as inadequate, with users unable to reach a real person for urgent issues, leading to unresolved complaints and dissatisfaction. Automated responses fail to address specific problems, leaving users feeling neglected.

I couldn't contact a human for a refund issue, only receiving automated replies that didn't solve my problem.

Pricing Discrepancies

Users are experiencing unexpected fare increases after booking, with final charges often exceeding the initially quoted price. This inconsistency undermines trust in the app's pricing transparency.

The app quoted $199, but drivers charged $250 and $315, citing a 'new rule' for meter-based pricing.

App Functionality Issues

The app's interface and functionality are causing user frustration, with issues like difficulty in canceling rides and inaccurate location tracking. These technical problems hinder the overall user experience.

I tried canceling a ride multiple times, but the app wouldn't process it, leading to an unfair cancellation fee.

Driver Compensation Concerns

There is a growing concern about driver compensation, with reports of low earnings and dissatisfaction among drivers. This issue is affecting service quality and driver retention.

Drivers are upset with low pay and often cancel rides if the fare isn't worth their time.

Promotional Misleading

Promotional offers are perceived as misleading, with users reporting that discounts are not applied as promised, leading to frustration and a sense of being deceived.

A $20 coupon was removed at checkout, charging me full price despite the promotion.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Driver Cancellations

Customer Support Gaps

Pricing Discrepancies

Users are experiencing unexpected fare increases after booking, with final charges often exceeding the initially quoted price. This inconsistency undermines trust in the app's pricing transparency.

App Functionality Issues

Driver Compensation Concerns

There is a growing concern about driver compensation, with reports of low earnings and dissatisfaction among drivers. This issue is affecting service quality and driver retention.

Promotional Misleading

Promotional offers are perceived as misleading, with users reporting that discounts are not applied as promised, leading to frustration and a sense of being deceived.

Quotes of the week

Hear from some of the most impactful users to drive changes

I requested an Uber, and the driver accepted but never showed up, wasting 20 minutes of my time before canceling. There's no option to contact customer service, which is frustrating. Uber needs to improve its support system.

Selimbaki

The app often shows one price, but drivers charge more, claiming a 'new rule' allows them to use the meter instead of the app fare. This inconsistency is confusing and breaks customer trust.

A Google user

Uber's service has declined significantly. Drivers frequently cancel trips or refuse rides based on the destination, and I was charged for a ride I never took. Customer support is unhelpful, and complaints aren't taken seriously.

A Google user

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The quotes of the week

Hear from some of the most impactful users to drive changes

Candice Wu

App Store

The app often shows one price, but drivers charge more, claiming a 'new rule' allows them to use the meter instead of the app fare. This inconsistency is confusing and breaks customer trust.

Kelly Williams

Google Play

Koray Okumus

Google Play

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User Experience Report

Report Date

Uber - Request a ride

Top Insights This Week

Driver Cancellations

Customer Support Issues

Pricing Discrepancies

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