Zipcar - Car Sharing

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

Helps you understand what matters most

Unlock all insights Sign in

All Insights

TOP INSIGHTS

A weekly roundup of Zipcar - Car Sharing's key feedback

Customer Service Issues

A significant number of users, approximately 40%, report dissatisfaction with Zipcar's customer service. Complaints include unhelpful support, long wait times, and unresolved issues, leading to frustration and a negative experience.

Customer service is unhelpful and takes too long to resolve issues.

Hidden Fees

Around 30% of users express frustration with unexpected charges and hidden fees. These include non-refundable application fees, late fees, and additional charges that are not clearly communicated upfront.

Unexpected fees and charges make the service more expensive than advertised.

Vehicle Availability Problems

Approximately 25% of users experience issues with vehicle availability, such as cars not being at the designated location or reservations being canceled last minute, causing inconvenience and disruption to plans.

Booked cars are often not at the location, leading to wasted time and frustration.

App Functionality Issues

About 20% of users report problems with the app, including glitches, crashes, and difficulties in booking or ending trips, which negatively impact the overall user experience.

The app frequently crashes and fails to register trip completions, causing overcharges.

COMPETITORS ANALYSIS

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

#1 USERS CHOICE

Turo

Turo receives high praise for its convenience, ease of use, and excellent customer service. Users appreciate the wide selection of vehicles and the ability to rent directly from hosts, often highlighting positive experiences with individual hosts.

#2 RUNNER UP

Zipcar - Car Sharing

Zipcar is appreciated for its convenience and the ability to book cars quickly, with many users finding the service reliable and easy to use. However, there are significant complaints about customer service, app functionality, and unexpected fees, leading to mixed overall feedback.

#3 Straggler

Enterprise CarShare

Enterprise CarShare is valued for its affordability and ease of use, with users noting the service as a cost-effective alternative to traditional car rentals. However, some users experience issues with app functionality and vehicle availability, which can impact the overall experience.

Start your 14-day free trial

Join 300+ companies monitoring customer experience across 80+ different sources

Learn more Book a call

Nuggets

Major Highlights of the Week

Application Rejection

Applicants are often rejected without clear reasons, leading to frustration and accusations of scam-like practices. The lack of transparency in the application process and non-refundable fees are major pain points.

I was charged a $25 fee and then denied without explanation, and they refused to refund me.

Customer Service Failures

Customer service is frequently described as unhelpful, rude, and unable to resolve issues, leading to dissatisfaction and distrust. Users report long wait times and unresponsive support, exacerbating their frustrations.

Customer service was rude and hung up on me when I called for help.

Hidden Fees

Users are surprised by unexpected fees, such as cleaning charges and late fees, which are perceived as excessive and unfair. This lack of upfront transparency damages trust and satisfaction.

I was charged $50 for a cleaning fee despite leaving the car spotless.

App Malfunctions

The app is criticized for frequent glitches, such as failing to unlock cars or process payments, which disrupts the user experience. These technical issues lead to significant inconvenience and frustration.

The app crashed and wouldn't let me unlock the car, leaving me stranded.

Car Availability Issues

Users often find that reserved cars are not available at the designated location, causing significant inconvenience and wasted time. This unreliability undermines the core promise of the service.

I arrived to pick up my car, but it wasn't there, and support couldn't help.

Poor Vehicle Maintenance

Vehicles are frequently reported as dirty, damaged, or poorly maintained, which detracts from the overall user experience. This neglect raises concerns about safety and service quality.

The car I rented was filthy and had mechanical issues, making it unsafe to drive.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Application Rejection

Customer Service Failures

Hidden Fees

Users are surprised by unexpected fees, such as cleaning charges and late fees, which are perceived as excessive and unfair. This lack of upfront transparency damages trust and satisfaction.

App Malfunctions

Car Availability Issues

Users often find that reserved cars are not available at the designated location, causing significant inconvenience and wasted time. This unreliability undermines the core promise of the service.

Poor Vehicle Maintenance

Vehicles are frequently reported as dirty, damaged, or poorly maintained, which detracts from the overall user experience. This neglect raises concerns about safety and service quality.

Quotes of the week

Hear from some of the most impactful users to drive changes

When it works, it's convenient, but customer service is garbage. We've had reservations canceled last minute, especially around holidays, and customer support is unhelpful. Beware of glitches with payment and processing.

the_peckocalypse

I encountered a car in disrepair and lost 60 minutes of my reservation dealing with support. The upkeep of these cars should be Zipcar's responsibility, not mine. I shouldn't have to pay extra for a rental time spent mostly on support.

Capitalcomposer

I booked a car, but it wasn't there. I spent over an hour trying to find it with inaccurate GPS pins from support. Customer support offered me 30 minutes of credit for hours of wasted time and frustration. Zipcar is unreliable and unprofessional.

NoReplyNoRespect

Start your 14-day free trial today

Join the 300+ companies monitoring customer experience

Chat to sales Get started

Start your 14-day free trial today.

Chat to sales

Get started

The quotes of the week

Hear from some of the most impactful users to drive changes

Candice Wu

App Store

Kelly Williams

Google Play

Koray Okumus

Google Play

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

Search through all your feedback, instantly

Type in anything, and find what you need in your feedback—complete with relevant tickets, citations, and AI-summaries.

Search for product issues and validate hypotheses.

Receive an AI summary, relevant tickets, sentiment and more.

Explore

Use AI to automate and prioritize your feedback analysis

Analyze your feedback with our market leading LLM, generate clear AI summaries, and prioritize burning issues.

Transform feedback into actionable trends and categories.

Use AI to turn feedback into impactful business actions.

Explore

Send surveys and analyze them with AI

Quickly launch AI-powered surveys right in your product, on WhatsApp, or through email, and get real-time AI insights on the results.

SDK

Reduce time to action with quick, actionable AI insights from your surveys.

Analyze all your customer feedback, including surveys, in one place.

Explore

Segment feedback from your company in charts and summaries

Turn feedback into clear, easy-to-read dashboards that help your team make better decisions, break down silos, and respond faster.

Easily deep-dive into feedback from support, products, branch, and stores.

Share feedback dashboards to your team that update in real-time.

Explore

Benchmark your company's feedback against your competitors

Unify and analyze public competitor feedback to benchmark against their performance.

Learn from competitors' strengths and avoid their mistakes.

Create monthly SWOT comparisons.

Explore

Stay on top of your feedback with alerts

Set up email or Slack alerts for specific customer issues, bugs, VoC reports, or queries like legal mentions and late deliveries. Route these to the right team the same day they're reported.

Improving customer satisfaction with faster response times.

Identify and address emerging risks more swiftly.

Explore

User Experience Report

Report Date

Zipcar - Car Sharing

Top Insights This Week

Customer Service Issues

Hidden Fees

Vehicle Availability Problems

App Functionality Issues

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

Start your 14-day free trial

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