Spin

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.

Highlights trends and insights

Helps you understand what matters most

Unlock all insights Sign in

All Insights

TOP INSIGHTS

A weekly roundup of Spin's key feedback

Billing Issues

Many users report being overcharged or experiencing unexpected charges, with some stating that refunds are not processed as promised. Approximately 30% of users seem to be affected by these billing discrepancies.

I was charged multiple times for a ride I didn't take, and customer service was unhelpful in resolving the issue.

Ride Ending Problems

A significant number of users face difficulties ending their rides, leading to additional charges as the app continues to bill them. This issue appears to affect around 25% of users.

The app wouldn't let me end my ride, and I was charged for extra minutes.

App Functionality

Users frequently encounter app glitches, such as slow performance and issues with unlocking scooters, which hinder their ability to use the service effectively. Approximately 20% of users report these technical problems.

The app is so slow and often fails to register payments, making it frustrating to use.

Customer Support Challenges

Many users express dissatisfaction with customer support, citing unhelpful responses and difficulty in reaching assistance. This affects about 15% of users who have attempted to resolve issues.

Customer service blamed me for an app error and refused to help, making me feel unsupported.

Nuggets

Major Highlights of the Week

Parking Frustrations

Users experience significant delays when trying to park scooters, often taking longer than the ride itself, due to limited designated parking areas and app glitches. This inefficiency undermines the convenience of the service.

Parking takes longer than a ride, making the experience miserable.

Billing Errors

Frequent overcharges and unauthorized fees frustrate users, with some reporting multiple charges for a single ride or incorrect subscription costs. The lack of timely refunds exacerbates dissatisfaction.

I was overcharged $43.04 instead of $17, and the refund is still pending after three days.

Ride Termination Issues

The app often fails to end rides properly, leading to continued charges and user frustration. This issue is compounded by the inability to report or resolve the problem through the app.

The app wouldn't let me end the ride, and I kept getting charged.

Geofencing Confusion

Users are unaware of geofencing restrictions that disable scooter functionality outside certain areas, leading to unexpected ride interruptions. This lack of clarity affects user trust and ride planning.

The electric part of the bike stops working outside a border, which isn't clearly communicated.

Customer Support Gaps

Users struggle to contact customer support for resolving issues, with the app providing inadequate options for dispute resolution. This lack of support leads to unresolved complaints and user attrition.

The app won't let me dispute charges, and there's no way to contact support.

App Performance Issues

The app frequently malfunctions, causing slow performance, failed payments, and inaccurate scooter availability. These technical issues hinder the overall user experience and reliability of the service.

The app is so slow and often shows scooters that aren't actually available.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Parking Frustrations

Billing Errors

Ride Termination Issues

The app often fails to end rides properly, leading to continued charges and user frustration. This issue is compounded by the inability to report or resolve the problem through the app.

Geofencing Confusion

Customer Support Gaps

App Performance Issues

Quotes of the week

Hear from some of the most impactful users to drive changes

The app stopped applying commuter pass discounts and won't let me dispute charges. Customer support is unreachable, making it frustrating to resolve billing issues.

A Osler

Week of April 1st, 2025

The scooters randomly slow down, which is dangerous, and the app lets you rent malfunctioning scooters without warning. Ending a ride is cumbersome, often requiring app reinstallation.

fedduppp08

Week of April 1st, 2025

The recent update makes it impossible to end rides, leading to ongoing charges. Reporting issues through the app is ineffective, making the service unreliable.

DisappointedGuyAgain

Week of April 1st, 2025

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

The app stopped applying commuter pass discounts and won't let me dispute charges. Customer support is unreachable, making it frustrating to resolve billing issues.

Candice Wu

App Store

The scooters randomly slow down, which is dangerous, and the app lets you rent malfunctioning scooters without warning. Ending a ride is cumbersome, often requiring app reinstallation.

Kelly Williams

Google Play

The recent update makes it impossible to end rides, leading to ongoing charges. Reporting issues through the app is ineffective, making the service unreliable.

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

Spin

Top Insights This Week

Billing Issues

Ride Ending Problems

App Functionality

Customer Support Challenges

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