Rideshare
Maintain high customer satisfaction for long‑term success
How can you keep your app on customers’ phones year after year as the industry changes? Contact us today to learn how ACSI® performance drives long-term profitable customer loyalty.
RIDESHARE
Our industry metrics capture the full rideshare customer experience – from navigating the app itself to the drop-off and everything in between. The proprietary science of the ACSI identifies key drivers of rideshare satisfaction and helps direct decision-makers to actions that yield the greatest impact on overall satisfaction.
At a glance:
Rideshare
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Inaugural year:
2024
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Updated:
annually
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Most recent data:
2024
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Companies:
2 major rideshare companies
Satisfaction Benchmarks by Company
| Anchor Link | Category | 2023 | 2024 | % CHANGE |
|---|---|---|---|---|
| Rideshare | NM | 76 | NA | |
| #lyft | Lyft | NM | 76 | NA |
| #uber | Uber | NM | 76 | NA |
NM=Not Measured
NA=Not Available
Customer Experience Benchmarks by Category
| Benchmarks | 2024 |
|---|---|
| Mobile app satisfaction | 85 |
| Website satisfaction | 84 |
| Ease of drop-off at needed location | 83 |
| Ease of identifying driver | 82 |
| Payment Options | 82 |
| Process for rating driver | 82 |
| Ride safety | 82 |
| Alerts and notifications | 81 |
| Driver courtesy | 81 |
| Ease of understanding fees | 81 |
| Process for tipping driver | 81 |
| Requesting a ride | 81 |
| Vehicle cleanliness | 81 |
| Vehicle options | 78 |
| Wait time for pick up | 77 |
| Loyalty or rewards program | 75 |
Industry averages are weighted by companies’ market shares.
2024 results based on data collected November 2023 – March 2024