Net Promoter Score
40.0
Good, but there's room for improvement.
Aspect-based Sentiment Analysis
Cab Condition
Sentiment:
Very Positive
The cab condition is described as excellent, indicating high satisfaction among users regarding the cleanliness and maintenance of the vehicles.
Cab Driver
Sentiment:
Positive
The cab drivers generally receive positive feedback, being described as good and friendly, although there are mentions of inconsistent driver availability.
Cab Service
Sentiment:
Positive
Users rated the overall cab service positively, highlighting reliability and efficiency, despite some issues with ride cancellations.
Customer Support
Sentiment:
Negative
Customer support is noted as a major drawback, with users expressing frustration over the lack of a contact number and inadequate assistance when issues arise.
Ride Booking Experience
Sentiment:
Neutral
The ride booking experience has mixed sentiments, with some users finding it difficult to get rides booked, while others report a reliable app.
App Usability
Sentiment:
Positive
The app is generally seen as user-friendly and reliable, with positive comments about its functionality and ease of use.
Pricing
Sentiment:
Neutral
Pricing feedback is neutral, with some users finding it high in comparison to other options, while others appreciate the affordability of services like Rappido.
Overall Satisfaction
Sentiment:
Positive
Overall, users express a satisfactory experience with Uber, leading to a positive sentiment, though there are notable areas for improvement.
Competitive Comparison
Sentiment:
Neutral
While Uber is viewed favorably compared to competitors like Ola, some users mention better experiences with alternatives like Rappido and Namma Yatri.
SWOT Analysis
STRENGTHS
- Excellent cab condition
- Good driver performance
- Reliable service
- User-friendly app
- Cost-effective compared to competitors
- Positive experiences reported by users
- Strong brand recognition
- Convenient for travelers
- Consistent service availability
- High customer satisfaction rating
WEAKNESSES
- Difficulty in booking rides
- Lack of customer support contact number
- High cancellation rates by drivers
- Inconsistent fare reflection during booking
- Poor customer service reputation
- Long waiting times reported
- Increased competition from local services
- Higher prices compared to some competitors
- Driver availability issues
- Negative experiences shared by some users
OPPORTUNITIES
- Expand customer support options
- Enhance driver availability
- Improve fare transparency
- Launch loyalty programs for frequent users
- Leverage technology for better ride matching
- Increase marketing efforts to regain lost users
- Develop partnerships with local businesses
- Explore new geographic markets
- Introduce premium services for higher fares
- Gather user feedback for continual improvement
THREATS
- Intense competition from local services like Rappido and Namma Yatri
- Negative public perception due to service issues
- Economic downturn impacting travel frequency
- Regulatory challenges in different regions
- Emergence of new ride-sharing platforms
- Potential increase in operational costs
- Changes in consumer preferences
- Negative media coverage of service failures
- Driver dissatisfaction leading to turnover
- Technological disruptions affecting ride-sharing industry
Sentiment Analysis
Positive
76.67%
Neutral
3.33%
Negative
20.0%
Star Rating Breakdown
Positive Drivers
- Excellent cab condition
- Good and cheap service
- Reliable anytime
- Good driver experience
- Friendly app
- Superb ride experience
Negative Drivers
- Difficult to book rides
- No customer support
- High rates
- Bad customer support
- Inconsistent fare display
- Long wait times
Review Timeline
Popular Phrases
Good service
Cab driver
Very good experience
Reliable app
Excellent Cab condition
Great for me
Works very well
Much better than Ola
Very high rate
Bad customer support
Good and cheap service
Superb ride
Smooth pick up
Kudos to Taseem
It's aight
Thoda laat hai lekin badhiya hai yaar
Not reflecting fare
Champion of champions
Fantastic experience
Paid. Arrived.
Initial price gets refunded
Charges me 20% more
Never gonna use it again
Wouldn't recommend
Hustle free experience
Don't have customer care support
Worst policies
Blocks money and time
Drivers keep switching
Can't cancel
Charge for nothing
Worst experience
Difficult to get the ride booked
No customer care contact
Buyer Personas
Occasional Riders
25%These users rely on the app infrequently, primarily for special occasions or when public transport is inconvenient. They value reliability and ease of use but might cancel rides if faced with long wait times.
Key Aspects:
Ease of booking rides
40%
Reliability of drivers
30%
User-friendly interface
20%
Promotions and discounts
15%
Overall service quality
25%
Insights:
- They prefer a straightforward booking process.
- Lack of availability can lead to ride cancellations.
- They are price-sensitive and look for deals.
- Customer support availability is crucial for their confidence in the service.
- They tend to switch apps if they encounter repeated issues.
Frequent Commuters
30%This persona uses the app regularly for daily commutes and values reliability and efficiency. They are familiar with the app features and expect a seamless experience.
Key Aspects:
Reliability of ride availability
50%
Driver ratings and feedback
35%
Quick payment options
20%
Real-time ride tracking
30%
Customer support responsiveness
40%
Insights:
- They dislike long wait times and will cancel if the app fails to provide timely rides.
- They prioritize drivers with high ratings for safety.
- Regular promotions would encourage them to remain loyal.
- They may have a preferred driver they request frequently.
- They often share their experiences on social media.
Value Seekers
20%Users who are highly price-sensitive and look for the best deals. They often compare services and choose the cheapest option available, even if it means sacrificing some quality.
Key Aspects:
Low fare options
60%
Discounts and promotions
50%
Comparative pricing feature
20%
Referral bonuses
25%
Transparent pricing
30%
Insights:
- They are likely to abandon the app if they find a better deal elsewhere.
- Customer service issues can deter them from future use.
- They are motivated to refer friends for discount rewards.
- They will leave reviews based on pricing experiences.
- Price is often more important than service quality.
Quality Seekers
15%This persona prioritizes the quality of service over cost. They are willing to pay more for a better experience, preferring high-quality vehicles and professional drivers.
Key Aspects:
Luxury vehicle options
45%
Driver professionalism
40%
Service consistency
30%
High ratings and reviews
50%
Customer support availability
35%
Insights:
- They are loyal customers willing to pay a premium for exceptional service.
- They expect prompt and effective customer support.
- Quality seekers may leave feedback to help improve service.
- They often recommend the app to peers who share similar preferences.
- They are influenced by peer recommendations and reviews.
Tech-Savvy Users
5%This group is very comfortable with technology and expects an app that utilizes the latest features. They appreciate innovation and seamless integration with other services.
Key Aspects:
App integration with other services
50%
Advanced features (like ride-sharing options)
45%
Real-time notifications and updates
40%
User interface design
35%
Speed of app performance
30%
Insights:
- They are more likely to try new features and provide feedback.
- They often look for apps that offer unique functionalities.
- Tech-savvy users may help others troubleshoot issues.
- They are likely to abandon apps that feel outdated or slow.
- They prioritize apps that enhance their overall user experience.
Frustrated Users
5%This persona has had negative experiences and often voices their dissatisfaction. They are critical of the app's performance and customer service, leading to a lack of trust.
Key Aspects:
Responsive customer support
60%
Reliability in ride availability
50%
Clear communication regarding ride details
40%
Improved app performance
45%
Discounts for poor service experiences
30%
Insights:
- They are likely to leave negative reviews when dissatisfied.
- Frustrated users may switch services after a bad experience.
- They value transparency and communication from the company.
- They could be won back through targeted customer service outreach.
- They often share their experiences with friends and family, influencing others.
Customer Reviews
Sometime drivers, after waiting for long time, Cancel ride. Otherwise its OK
By Santosh Nagpal on 10/02/2024 14:47:19
Cab condition Excellent Cab driver Good Cab service Excellent
By RIZVAN on 10/02/2024 14:46:45
Good driver
By SATINATH MUKHERJEE on 10/02/2024 14:44:41
Great
By Md Mamun Mia on 10/02/2024 14:43:16
Good and cheep survice
By Hammu Khan on 10/02/2024 14:43:11
Uber use to be the best however now not many times it is very difficult to get the ride booked all the cab drivers keep on forwarding and at the end you land up finding no driver. Another huge drawback is there no customer care contact no. of Uber since inception. Beside all this I am rating it as 4 coz I travel and chose uber only
By munish malhotra on 10/02/2024 14:42:22
Good service so happy with uber
By ramesh B m on 10/02/2024 14:37:07
Great for me, works very well and it is a friendly app
By Carlos David Sánchez on 10/02/2024 14:36:23
Reliable anytime
By syed abid on 10/02/2024 14:34:44
Much better than Ola
By Prasad Potdar on 10/02/2024 14:33:47
Very good experience
By Prashant Thenge on 10/02/2024 14:31:46
Very high rate and bad customer support. Rappido and namma yathri is good service and very cheap fair..
By Abi on 10/02/2024 14:31:26
Worst Experience...
By M M on 10/02/2024 14:29:41
really nice guy
By Glenn Beaulieu on 10/02/2024 14:28:36
Superb ride and smooth pick up. Kudos to Taseem
By Shikhar Parmar on 10/02/2024 14:28:23
It's aight
By Ethelbert Broadnax on 10/02/2024 14:27:39
Thoda leat hai lekin badhiya hai yaar
By Ratan Dahiya on 10/02/2024 14:26:40
It's not reflecting fare for past one hour for any location so if booked then one won't know the amount one booked ride.
By balram kapoor on 10/02/2024 14:26:03
Reliable app
By Joseph Uzor on 10/02/2024 14:17:41
Champion of champions
By Aussie Graham on 10/02/2024 14:17:39
Very nice
By Roshan Sarki on 10/02/2024 14:17:37
Fantastic experience
By Dr. Pankaj K Jiloha on 10/02/2024 14:17:09
App gives me one distance and price. Paid. Arrived. All of the sudden initial price gets refunded and app charges me 20% more! Never gonna use it again and wouldn't recommend
By Mario Tonković on 10/02/2024 14:16:08
Hustle free experience
By Phakama Mngangwa on 10/02/2024 14:15:29
Don't have customer care support on application just business minded
By Kuldeep Singh Meena on 10/02/2024 14:12:01
Worst policies, Blocks money and time. They don't cancel the trip and drivers keep switching and we can't cancel because they charge for nothing even if its not our fault.
By Krunal Vaghela on 10/02/2024 14:11:13
Cc. Nu e c vcc cccc cv. C Ccc3c 3cccc cc. F. 5
By Alex Anton on 10/02/2024 14:10:41
Excellent very helpful
By Lucky Gapare on 10/02/2024 14:10:16
Sometimes rides are not confirming, please work on it
By 18-109 Shyam Rahul on 10/02/2024 14:10:07
Nice service, pleasant ride.
By Suresh Jagtap on 10/02/2024 14:09:40