Sunday, December 14, 2014

Uber vs. Lyft: A Customer-Based Review

So, finally got a chance to give Lyft a try, tonight. Given the various scumminess that Uber has displayed, this year, really didn't want to have to do business with them, any more.

I gotta say that, from a customer experience side of thing, Uber is definitely the more polished offering. The phone app is a much more polished design. The dispatch process is transparent and the arrival estimates accurate. Lyft doesn't even seem to offer the capability to get a fare estimate. If you want to contact customer service, all I can say is "good luck with that".

Overall, as a passenger, the service felt like it was designed more around the drivers' needs than the passengers'. I may give them another try, or I may try to see if one of the local taxi services has upped their game in the face of competition from Uber - and now Lyft.

I really don't want to go back to Uber. But, right now, they're definitely the best from a customer-experience standpoint.