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

All Insights

TOP INSIGHTS

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

Billing Issues

Many users report unauthorized charges and difficulties in resolving billing disputes, affecting approximately 20% of users. This issue often involves unexpected fees and poor customer service when seeking refunds.

I was charged multiple times without explanation and customer service was unhelpful in resolving the issue.

App Glitches

The app frequently malfunctions, causing booking errors and connectivity issues, impacting around 15% of users. These glitches often result in users being unable to access or return vehicles on time.

The app crashed while trying to unlock the car, leaving me stranded and unable to complete my trip.

Hidden Fees

Users are frustrated by undisclosed fees that significantly increase the cost of rentals, affecting about 25% of users. These fees include application charges, late fees, and additional costs not clearly communicated upfront.

I was shocked by the hidden fees that doubled the cost of my rental, which were not disclosed during booking.

Vehicle Condition

A significant number of users, approximately 10%, report receiving vehicles in poor condition, including cleanliness and maintenance issues. This affects the overall user experience and trust in the service.

The car I rented was filthy and had mechanical issues, making the drive uncomfortable and unsafe.

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 the personable experience it offers. Users appreciate the flexibility in rental windows and the ability to choose specific vehicles, often finding it a better alternative to traditional rental companies.

#2 RUNNER UP

Zipcar - Car Sharing

Zipcar is appreciated for its convenience and ease of use, with many users finding it a cost-effective alternative to car ownership. However, some users report issues with app functionality, customer service, and vehicle cleanliness, leading to mixed experiences.

#3 Straggler

Getaround

Getaround has faced significant criticism due to its recent withdrawal from the US market, leaving many users frustrated. The app's functionality and customer service have been described as poor, with users experiencing issues with account verification and unexpected charges.

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

Billing Errors

Users experience unauthorized charges and billing errors, leading to account holds and service disruptions. These issues are compounded by poor customer service, making resolution difficult and time-consuming.

I was charged multiple times for the same booking and had to fight for a refund.

Hidden Fees

Customers are frustrated by undisclosed fees that inflate the cost of rentals, such as application fees and late return penalties. These unexpected charges make the service appear deceptive and untrustworthy.

I was shocked by the hidden fees that made my rental much more expensive than advertised.

Vehicle Condition

Many users report receiving cars in poor condition, including cleanliness issues and mechanical problems. This undermines the promise of professionally maintained vehicles and affects the overall user experience.

The car I rented was filthy and had mechanical issues that made it unsafe to drive.

App Glitches

The app frequently malfunctions, causing issues with booking, unlocking vehicles, and processing payments. These technical problems lead to user frustration and disrupt the rental process.

The app crashed multiple times, preventing me from accessing my reserved car.

Customer Support

Customer service is often unresponsive or unhelpful, with long wait times and inadequate solutions. This lack of support exacerbates user frustrations and damages the company's reputation.

Customer support was dismissive and failed to resolve my issue, leaving me stranded.

Reservation Changes

Users experience last-minute changes to their reservations, such as vehicle swaps or location changes, without proper notification. This unpredictability disrupts plans and diminishes trust in the service.

My reserved car was switched to a different location without any notice, causing major inconvenience.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Billing Errors

Hidden Fees

Vehicle Condition

App Glitches

The app frequently malfunctions, causing issues with booking, unlocking vehicles, and processing payments. These technical problems lead to user frustration and disrupt the rental process.

Customer Support

Customer service is often unresponsive or unhelpful, with long wait times and inadequate solutions. This lack of support exacerbates user frustrations and damages the company's reputation.

Reservation Changes

Quotes of the week

Hear from some of the most impactful users to drive changes

I've been using Zipcar on and off for about two years, and unfortunately my experiences have been unreliable. On multiple occasions, Zipcar has taken money that didn’t belong to them and, while they did eventually refund it, the process always came with poor customer service.

Nigel S Goodman

I cancelled my membership a few months ago. To my surprise, I was still being charged a monthly membership fee the past few months. After rechecking, my account says I DO NOT have a membership active and shows the continued charges to my account.

orangebisc

The car was very dirty, had many dents, had worn off tires, and had swaying wheels. It was covered in dog hair. It was very scary.

Anniize

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

The car was very dirty, had many dents, had worn off tires, and had swaying wheels. It was covered in dog hair. It was very scary.

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

Billing Issues

App Glitches

Hidden Fees

Vehicle Condition

Go from analysis to action-ready insights, fast.

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