How Uber and Lyft Can Improve their Customer Experience

Rideshare companies like Uber and Lyft are constantly making changes in an effort to improve their service, both for their drivers and riders. They have completely disrupted the transportation industry and these two companies own the industry.

Some of their most important users are business owners that use the service to get not only to and from their office, but also to meetings throughout the day. The ability to multi-task and get work done while traveling without having to worry about driving is very appealing. Here is what these rideshare companies can do to improve the customer experience consulting.

Option to chat within the app.

“Live chat within the app with customer support would be great. Sometimes you have a quick question or need, but then you have to complete a support ticket and wait for a reply. If they had on-demand customer service it would be a huge improvement that many users would appreciate.” — Jim Epton of Dom Huga Ltd

Ability to select your driver.

“One thing Uber & Lyft could do to better improve the customer experience is allowing the rider to choose from a list of drivers before a ride is confirmed. I would love the ability to see 3 drivers, their reviews, their photo, and estimated time of arrival before I confirmed the ride.“ — Sean Christman, Founder of Slamdot

Stop increasing the rates.

“Uber and Lyft could really do us a favor and stop raising their rates. The one thing they had left was that their fees were significantly lower than the taxi industry. Every time I take an Uber now I feel like the rates have been going up again.” — Ben Walker, Founder of Transcription Outsourcing, LLC

Include more in-ride details like current weather

“I think we will see the apps go through some changes to include more info pertaining to the trip, like weather delays, etc. Maybe even the ability to 2-way video chat with the driver is something they will do in the future to make the experience better.” — April Gillmore, CEO of ClickFirst Marketing

Continue to always improve like they currently are.

“Honestly, I see them making huge improvements all the time. Something as simple as being able to identify your Uber by pressing a button in the app to make the window decal light up makes a huge difference and shows they are trying to make it a more enjoyable experience. I like what I am seeing.” — Christopher Dziak, CEO of Pure Nootropics

Better communication channels.

“Their communication channel for riders is pretty frustrating. If you have a question it would be nice to be able to get an answer right away, rather than have to find the ride it was related to and open a ticket through the app. An email or phone call would be a better option and more convenient.” — Tom Munroe, CEO of RugStudio

Detailed review access.

“I think riders should be able to see the specific review each driver leaves and be able to dispute if there is reason to believe that the driver either made an error or did it to be spiteful. There is no transparency with ratings and I think that needs to change, giving the riders more information.” — Ari Evans of AAA Handbags

Re-invest in the drivers.

“They should be reinvesting back in their drivers. Any driver that has a high rating should be provided with more tools and resources to ensure their success. They could provide packages that contain water, snacks, etc., that normally the drivers would have to provide themselves.” — Joseph W. Belluck of Belluck & Fox, LLP

Maintain the current level of customer satisfaction.

“Love the app and my experience with drivers has been generally positive. I would say as the company grows to ensure they maintain the same level of service and standard of care they currently have in vetting drivers, responding to customers etc.” — Shawn Freeman, Founder and CEO of TWT Group

More specific reviews.

“Overall, I feel the services do a pretty good job. They could each maybe get more specific and helpful with reviews — showing you reviews from similar trips to yours could be an option. I have been fairly pleased when using the services.” — Shawn Schulze of

POV video feed.

“I’d like to see POV camera feed from the driver’s car. Something like this would be pretty easy to implement and it would allow you to quickly see where your car was and help identify it, aside from just the description in the app and license plate number. It would be a nice addition.” — Andrew Tran, Founder of Therapy

They need to listen better.

“Listen to their customers. Maybe placing tiers on customers and providing a more direct way of communication with them when an issue may present itself. Customer service is king when competition is so heavy.” — Marc Webb, Founder of Real PDL Help

Make it easier to identify whether the service is available in an unfamiliar city.

“When flying into a city, can I trust that I can reliably get a ride? If not, I’ll go with a rental car even though ride sharing services can be less expensive and just as convenient.” — Matthew Kolb of All High Schools

Author: Brandon Park