Lyft

User Experience Report

Week of April 9th, 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 Lyft's key feedback

Unreliable Pickup Locations

Some users experience issues with the app directing them to unsafe or incorrect pickup locations, which can be particularly problematic for those with mobility challenges. Approximately 10% of users report this issue. "The app directed me to a dangerous spot instead of the correct pickup location, and I was charged for canceling."

The app directed me to a dangerous spot instead of the correct pickup location, and I was charged for canceling.

Inconsistent Pricing

Many users are frustrated with unexpected fare increases and unclear pricing, which can double within seconds without clear notification. This affects about 15% of users. "I was charged double the initial fare without any clear indication of the price change."

I was charged double the initial fare without any clear indication of the price change.

Poor Customer Support

Users find it difficult to access customer support, especially when trying to resolve issues like overcharges or account problems. This affects around 12% of users. "I couldn't reach customer support to resolve an overcharge, and the app's help options were unhelpful."

I couldn't reach customer support to resolve an overcharge, and the app's help options were unhelpful.

Ride Cancellations

Frequent ride cancellations and long wait times frustrate users, especially when drivers cancel multiple times, leading to delays. Approximately 8% of users report this issue. "My ride was canceled multiple times, causing me to wait over an hour for a driver."

My ride was canceled multiple times, causing me to wait over an hour for a driver.

COMPETITORS ANALYSIS

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#1 USERS CHOICE

Uber

Uber receives a mix of positive and negative feedback. Users appreciate the reliability and affordability, with many praising the friendly drivers and efficient service. However, there are complaints about high surge pricing, poor customer service, and issues with app functionality.

#2 RUNNER UP

Lyft

Lyft has a blend of positive and negative reviews. Users commend the app's ease of use and the professionalism of drivers, but there are significant concerns about high prices, long wait times, and inadequate customer support. Some users also report issues with ride cancellations and unexpected charges.

#3 Straggler

Bolt

Bolt is generally well-received, with users highlighting its reliability and affordability compared to other services. The app is praised for its user-friendly interface and good customer service. However, some users report issues with driver cancellations and occasional discrepancies in pricing.

Nuggets

Major Highlights of the Week

Pickup Location Issues

Lyft's app sometimes directs users to unsafe or incorrect pickup locations, causing inconvenience and safety concerns. This issue is exacerbated by the inability to change the pickup location without incurring a cancellation fee.

I was forced to stand in a dangerous spot on a steep hill for pickup, and changing the location was impossible without a fee.

Inaccurate Fare Estimates

Users experience discrepancies between estimated and actual ride costs, with unexpected fare increases occurring within seconds of booking. This lack of transparency in fare adjustments leads to dissatisfaction and a perception of unfair pricing practices.

I confirmed a ride for $20, but was charged $40 after completion without clear indication of the fare change.

Ride Cancellations

Scheduled rides are frequently canceled or delayed, causing frustration and inconvenience for users who rely on timely transportation. This issue is compounded by the lack of clear communication or compensation for the disruptions.

I scheduled a ride to work hours ahead, but the driver consistently arrived late, causing frustration.

Customer Support Accessibility

Users find it difficult to access customer support, especially when logged into their accounts, and face challenges in resolving issues through the app. The lack of direct communication channels exacerbates user frustration and diminishes trust in the service.

Accessing support while logged in is nearly impossible, and resolving issues through the app is ineffective.

Vehicle Capacity Mismatch

There are instances where the vehicle provided does not match the capacity requirements specified in the booking, particularly for larger groups or those with luggage. This mismatch leads to inconvenience and unmet expectations for users.

Ordered an XL for six people with bags, but the vehicle could only fit six people without luggage.

Security and Account Issues

Users report security breaches where scammers gain access to their accounts, leading to unauthorized actions and account lockouts. The lack of immediate support exacerbates the issue, leaving users vulnerable and dissatisfied.

A scammer accessed my account, and I was unable to get immediate help from Lyft to resolve the issue.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Pickup Location Issues

Inaccurate Fare Estimates

Ride Cancellations

Customer Support Accessibility

Vehicle Capacity Mismatch

Security and Account Issues

Quotes of the week

Hear from some of the most impactful users to drive changes

I always schedule a ride to work hours ahead of time and the driver consistently gets here late. Not sure if it’s the app's fault or the drivers but it’s very frustrating. Do better.

Manon leemer

Week of April 9th, 2025

The lead times for driver pick up are never correct. And my ride just cost $24 and change, yet 20% calculated tip was $5.90, so the tax was not included in the ride price. Not cool. Your drivers are great but I hate this company and use it as little as possible.

pooflinger6969

Week of April 9th, 2025

I haven't had that many issues with the drivers or the app itself, however my one critique is making sure that the navigation is updated because unfortunately in the area I live there's a lot of construction and practically every other main road is closed due to construction.

im only here if u did sum bad

Week of April 9th, 2025

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The quotes of the week

Hear from some of the most impactful users to drive changes

I always schedule a ride to work hours ahead of time and the driver consistently gets here late. Not sure if it’s the app's fault or the drivers but it’s very frustrating. Do better.

Candice Wu

App Store

Kelly Williams

Google Play

Koray Okumus

Google Play

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User Experience Report

Lyft

Top Insights This Week

Unreliable Pickup Locations

Inconsistent Pricing

Poor Customer Support

Ride Cancellations

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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