Lyft

User Experience Report

Week of March 24th, 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

High Pricing

Many users express dissatisfaction with Lyft's pricing, noting that rides are often more expensive compared to competitors, with some experiencing unexpected price surges. Approximately 15% of users mention this issue.

Lyft's prices have surged to $50-90 for short rides, making it unaffordable compared to other services.

Driver Cancellations

A significant number of users report frustration with drivers canceling rides last minute, leading to long wait times and inconvenience. This issue affects around 10% of users.

Two drivers canceled my ride back-to-back, leaving me stranded in the rain.

App Functionality Issues

Several users experience problems with the app, such as infinite loading screens, login issues, and blank search results, hindering their ability to book rides. Approximately 8% of users are affected by these technical issues.

The app shows a blank screen and won't let me log in, making it unusable.

Misleading Charges

Users have reported being misled by the app's pricing options, resulting in unexpected additional charges. This issue is mentioned by about 5% of users.

I upgraded my ride for what seemed like an extra 50 cents, but it was actually an additional $22.99 charge.

Nuggets

Major Highlights of the Week

Price Surges

Users are frustrated with unexpected and steep price surges, sometimes reaching $50-$90 for short rides, which they find unjustifiable given the service quality. This pricing inconsistency is driving customers to consider competitors.

I loved Lyft for its reasonable rates until I didn’t; lately, there’s been a lot of price surges that go up to 50-90 dollars for a less than 10-minute ride!

Driver Cancellations

Frequent driver cancellations, especially during high-demand times, are causing significant inconvenience and frustration for users. This issue is exacerbated by the inability to review or report these drivers effectively.

Last night I waited in the rain for a car to pick me up only for the driver to cancel as they neared my location.

App Malfunctions

Users are experiencing app malfunctions such as infinite loading screens and login issues, preventing them from booking rides. These technical problems are leading to a loss of trust and forcing users to switch to competitors.

The app worked perfectly at first and then it stopped working; it only shows a blank screen.

Navigation Errors

Drivers frequently fail to follow navigation instructions, resulting in longer routes and increased fares, which users find unacceptable. This lack of adherence to navigation is causing dissatisfaction and financial inconvenience.

Hidden Charges

Users are encountering unexpected charges such as additional fees and unapproved tips, which are not clearly communicated. This lack of transparency in billing is eroding customer trust.

They will charge you tips unknowingly.

Ad Interruptions

The introduction of ads while waiting for a driver is seen as intrusive and diminishes the user experience. Customers are displeased with this unexpected addition to the app.

The app is making you watch ads while waiting for the driver. Is this for real?

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Price Surges

Driver Cancellations

App Malfunctions

Navigation Errors

Hidden Charges

Users are encountering unexpected charges such as additional fees and unapproved tips, which are not clearly communicated. This lack of transparency in billing is eroding customer trust.

Ad Interruptions

The introduction of ads while waiting for a driver is seen as intrusive and diminishes the user experience. Customers are displeased with this unexpected addition to the app.

Quotes of the week

Hear from some of the most impactful users to drive changes

The app worked perfectly at first and then it stopped working; it only shows a blank screen. I've tried reopening the app and redownloading it, and it doesn’t seem to work.

Lilly_626

Week of March 24th, 2025

I loved Lyft for its reasonable rates until I didn’t. Lately, there’s been a lot of price surges that go up to 50-90 dollars for a less than 10-minute ride! It’s ridiculous to be struggling to look for a good price and get met with these obvious attempts at getting more money out of you.

Briza Ramirez

Week of March 24th, 2025

I’ve had a Lyft account since I can remember, but recently I’ve been forced to use Uber because the app doesn’t let me log in, let alone request a ride. Whenever I try to use my phone number to log in, it says try again and doesn’t even send the code.

saunders14

Week of March 24th, 2025

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The quotes of the week

Hear from some of the most impactful users to drive changes

The app worked perfectly at first and then it stopped working; it only shows a blank screen. I've tried reopening the app and redownloading it, and it doesn’t seem to work.

Candice Wu

App Store

Kelly Williams

Google Play

Koray Okumus

Google Play

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User Experience Report

Lyft

Top Insights This Week

High Pricing

Driver Cancellations

App Functionality Issues

Misleading Charges

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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