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:
2025
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Companies:
2 major rideshare companies, plus aggregate of smaller companies
Satisfaction Benchmarks by Company
| Anchor Link | Category | 2024 | 2025 | % CHANGE |
|---|---|---|---|---|
| Rideshare | 76 | 75 | -1% | |
| #lyft | Lyft | 76 | 77 | 1% |
| #uber | Uber | 76 | 75 | -1% |
| All Others | NA | 71 | NA |
NA=Not Available
Customer Experience Benchmarks Year-Over-Year Industry Trends
| Benchmarks | 2024 | 2025 |
|---|---|---|
| Mobile app satisfaction | 85 | 84 |
| Website satisfaction | 84 | 82 |
| Ease of drop-off at needed location | 83 | 80 |
| Process for rating driver | 82 | 80 |
| Requesting a ride | 81 | 80 |
| Ride safety | 82 | 80 |
| Alerts and notifications | 81 | 79 |
| Ease of identifying driver | 82 | 79 |
| Ease of understanding fees | 81 | 79 |
| Payment Options | 82 | 79 |
| Process for tipping driver | 81 | 79 |
| Vehicle cleanliness | 81 | 79 |
| Driver courtesy | 81 | 78 |
| Vehicle options | 78 | 77 |
| Wait time for pick up | 77 | 75 |
| Loyalty or rewards program | 75 | 74 |
Industry averages are weighted by companies’ market shares.
2025 results based on data collected April 2024- March 2025.