DiDi Rider: Affordable rides

User Experience Report

Week of April 1st, 2025

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 DiDi Rider: Affordable rides's key feedback

Payment Issues

A significant number of users, approximately 30%, report issues with payment methods, including difficulties adding cards, unexpected charges, and lack of support for certain payment options. These issues lead to frustration and distrust in the app's payment system.

The app won't let me add my card, and when I finally did, it charged me multiple times.

Customer Support Lacking

Around 25% of users express dissatisfaction with the customer support, citing unresponsiveness and lack of effective communication channels, which leaves them unable to resolve issues promptly.

There's no way to contact support when something goes wrong, and emails are ignored.

Driver Reliability

Approximately 20% of users are frustrated with driver reliability, including frequent cancellations and drivers not showing up, which disrupts their plans and leads to additional charges.

Drivers often cancel or don't show up, and I'm still charged for the ride.

Pricing Transparency

About 15% of users are concerned with pricing transparency, reporting that the final charges often exceed the initial quoted price without clear explanation, leading to feelings of being overcharged.

The app quoted one price, but I was charged much more after the ride without any warning.

Nuggets

Major Highlights of the Week

Payment Issues

Users face significant challenges with payment methods, including inability to add cards and unexpected charges. These issues undermine trust and deter users from continuing to use the app.

The app won’t allow me to add my card, making it unusable.

Customer Support Gaps

The lack of effective customer support channels leaves users frustrated, especially when dealing with unresolved issues like fraudulent charges or unfulfilled refunds. This absence of support erodes user confidence in the service.

There is no way to get in touch with DiDi from the United States.

Driver Misconduct

Instances of drivers taking longer routes or picking up the wrong passengers result in higher charges and dissatisfaction. This behavior highlights a need for stricter driver verification and accountability measures.

Drivers often pick up anyone without confirming their identity, leading to incorrect charges.

Dynamic Pricing Confusion

Users are caught off guard by dynamic pricing, which is not clearly communicated before trips, leading to unexpected fare increases. This lack of transparency damages the perceived value of the service.

I was charged four times the price after the trip, without prior notice of dynamic pricing.

App Functionality Failures

Frequent app malfunctions, such as incorrect pickup locations and inability to register, hinder the user experience. These technical issues suggest a need for improved app stability and user interface design.

The app acts as if I am a new customer but won’t let me register.

Fraudulent Charges

Users report unauthorized charges and difficulty disputing them, leading to financial losses and distrust. This issue highlights a critical need for enhanced security measures and dispute resolution processes.

I found a debt for a trip I never took, and now I can't dispute it because 30 days have passed.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Payment Issues

Users face significant challenges with payment methods, including inability to add cards and unexpected charges. These issues undermine trust and deter users from continuing to use the app.

Customer Support Gaps

Driver Misconduct

Dynamic Pricing Confusion

App Functionality Failures

Fraudulent Charges

Quotes of the week

Hear from some of the most impactful users to drive changes

Despite confirming with my bank that they are not blocking the transaction, the app keeps telling me to switch payment methods because my bank card isn’t working. My bank never even received the transaction request from the app.

Drewshifu

Week of April 1st, 2025

I chose the express option for a trip, but after finishing, it turns out the express means a dynamic rate and they charged me four times the price. If it was dynamic, it should say that before taking the trip.

Ccarlos2&!;83!:

Week of April 1st, 2025

DiDi isn’t a bad app, but when it doesn’t work there is virtually zero chance of getting help. Somebody else got a hold of my phone number and was able to charge their rides to my credit card without any need for a password or email verification.

JD5596

Week of April 1st, 2025

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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

Koray Okumus

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User Experience Report

DiDi Rider: Affordable rides

Top Insights This Week

Payment Issues

Customer Support Lacking

Driver Reliability

Pricing Transparency

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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