Zipcar - Car Sharing

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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Zipcar - Car Sharing

Top Insights This Week

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.
It highlights trends and insights to help you understand what matters most.
Unlock All Insights
Sign In
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All Insights

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TOP INSIGHTS

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

1

Customer Service Issues

Many users report poor customer service experiences, with representatives being unhelpful or rude. Approximately 30% of users mention dissatisfaction with customer support, highlighting long wait times and unresolved issues.

2

App Functionality Problems

Users frequently encounter technical issues with the app, such as crashes, login problems, and difficulties with the photo-taking feature. These issues affect around 25% of users, causing frustration and delays in accessing vehicles.

3

Unexpected Fees

A significant number of users are surprised by unexpected fees, such as late return charges and additional costs not clearly communicated upfront. This issue affects about 20% of users, leading to dissatisfaction with the service's transparency.

4

Vehicle Condition Concerns

Many users report receiving vehicles in poor condition, including cleanliness issues and mechanical problems. Approximately 15% of users express concerns about the maintenance and cleanliness of the cars.

COMPETITORS ANALYSIS

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

#1 USERS CHOICE

Getaround
Getaround has mixed reviews, with some users appreciating the app's ease of use and vehicle availability, while others criticize its customer service and hidden fees. Many users report issues with vehicle maintenance and the lack of timely support, leading to a frustrating experience for some.

#2 RUNNER UP

Turo
Turo receives overwhelmingly positive feedback for its user-friendly platform, competitive pricing, and excellent customer service. Users appreciate the flexibility and convenience it offers, often highlighting the ease of finding and renting vehicles. The app's reliability and the quality of vehicles available are frequently praised, making it a preferred choice for many.

#3 Straggler

Car2Go
Car2Go, now part of Share Now, receives mixed feedback. While some users appreciate the convenience and availability of vehicles, others criticize the app's functionality and customer service. Issues with billing and vehicle maintenance are common complaints, impacting overall user satisfaction.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
Getaround
#1 Users Choice
Getaround has mixed reviews, with some users appreciating the app's ease of use and vehicle availability, while others criticize its customer service and hidden fees. Many users report issues with vehicle maintenance and the lack of timely support, leading to a frustrating experience for some.
Turo
#2 Runner-up
Turo receives overwhelmingly positive feedback for its user-friendly platform, competitive pricing, and excellent customer service. Users appreciate the flexibility and convenience it offers, often highlighting the ease of finding and renting vehicles. The app's reliability and the quality of vehicles available are frequently praised, making it a preferred choice for many.
Car2Go
#3 Straggler
Car2Go, now part of Share Now, receives mixed feedback. While some users appreciate the convenience and availability of vehicles, others criticize the app's functionality and customer service. Issues with billing and vehicle maintenance are common complaints, impacting overall user satisfaction.

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Nuggets

Major Highlights of the Week

Application Hurdles 🚧
The application process is cumbersome and often results in unexpected rejections without clear explanations, leading to frustration and wasted fees. A user was denied after submitting all required documents and was not refunded the application fee.
Customer Service Woes 📞
Customer service is frequently described as unhelpful, with long wait times and representatives who lack the ability to resolve issues effectively. One user reported being on hold for over 40 minutes without resolution.
I was on hold for 40 minutes with customer service and they couldn't solve my issue.
Pricing Transparency Issues 💸
Users are often surprised by hidden fees and unexpected charges, which are not clearly communicated upfront, leading to dissatisfaction with the service's value proposition. A user was charged $240 for a trip that was supposed to cost $28.
I was charged $240 for a $28 trip due to hidden fees.
Technical Glitches ⚙️
The app frequently experiences technical issues, such as crashing or failing to unlock cars, which disrupts the user experience and causes delays. A user reported the app crashing when trying to unlock the car, leaving them stranded.
The app crashed and wouldn't unlock the car, leaving me stranded.
Vehicle Condition Concerns 🚗
Vehicles are often reported as dirty or poorly maintained, which detracts from the overall user experience and raises concerns about hygiene and safety. A user found their car filthy with food crumbs and trash inside.
The car was filthy with food crumbs and trash inside.
Account Management Frustrations 🔒
Users face difficulties with account management, including unexplained account suspensions and challenges in updating personal information, leading to service disruptions. A user had their account suspended without explanation and couldn't update their phone number.
My account was suspended without explanation and I can't update my phone number.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Application Hurdles 🚧
The application process is cumbersome and often results in unexpected rejections without clear explanations, leading to frustration and wasted fees. A user was denied after submitting all required documents and was not refunded the application fee.
Customer Service Woes 📞
Customer service is frequently described as unhelpful, with long wait times and representatives who lack the ability to resolve issues effectively. One user reported being on hold for over 40 minutes without resolution.
Pricing Transparency Issues 💸
Users are often surprised by hidden fees and unexpected charges, which are not clearly communicated upfront, leading to dissatisfaction with the service's value proposition. A user was charged $240 for a trip that was supposed to cost $28.
Technical Glitches ⚙️
The app frequently experiences technical issues, such as crashing or failing to unlock cars, which disrupts the user experience and causes delays. A user reported the app crashing when trying to unlock the car, leaving them stranded.
Vehicle Condition Concerns 🚗
Vehicles are often reported as dirty or poorly maintained, which detracts from the overall user experience and raises concerns about hygiene and safety. A user found their car filthy with food crumbs and trash inside.
Account Management Frustrations 🔒
Users face difficulties with account management, including unexplained account suspensions and challenges in updating personal information, leading to service disruptions. A user had their account suspended without explanation and couldn't update their phone number.

Quotes of the week

Hear from some of the most impactful users to drive changes

The app's camera doesn't have flash, making it difficult to take interior photos, and the car was dirty. After all that, the car wouldn't start, and I had to call customer support, which made me late. Considering changing car apps.
Mad drivet
Week of April 9th, 2025
I was charged $240 for what should've been a $28 trip. The app is stressful to use, and customer service is unhelpful. I returned the car ahead of time, but they still charged me extra.
danielgraves
Week of April 9th, 2025
The service seemed great, but the application process was overly complicated and took over a week. I had to provide unnecessary documents, making it feel like a scam.
Poor Zipcar process
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
The app's camera doesn't have flash, making it difficult to take interior photos, and the car was dirty. After all that, the car wouldn't start, and I had to call customer support, which made me late. Considering changing car apps.
Candice Wu
App Store
I was charged $240 for what should've been a $28 trip. The app is stressful to use, and customer service is unhelpful. I returned the car ahead of time, but they still charged me extra.
Kelly Williams
Google Play
The service seemed great, but the application process was overly complicated and took over a week. I had to provide unnecessary documents, making it feel like a scam.
Koray Okumus
Google Play

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