Bolt: Request a Ride

User Experience Report

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Bolt: Request a Ride

Top Insights This Week

This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.
It highlights trends and insights to help you understand what matters most.
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All Insights

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TOP INSIGHTS

A weekly roundup of Bolt: Request a Ride's key feedback

1

Driver Cancellations

Many users report frustration with drivers frequently accepting and then canceling rides, leading to delays and inconvenience. Approximately 20% of users seem to be affected by this issue, which disrupts their plans and causes dissatisfaction with the service.

Drivers keep accepting and either cancelling or driving away from where I am.

2

Pricing Discrepancies

Users have expressed concerns about unexpected fare increases and discrepancies between quoted and final prices. This issue affects around 15% of users, leading to a perception of unfair pricing and a lack of transparency.

The price you see is not the price you pay.

3

Customer Service Issues

A significant number of users are dissatisfied with the customer service, citing unhelpful responses and difficulty in resolving issues. This affects about 10% of users, who feel unsupported and frustrated when problems arise.

Can't get proper help when you have a problem.

4

Driver Behavior

Some users report unprofessional or unsafe behavior from drivers, including smoking in cars and not following the app's route. This affects approximately 5% of users, impacting their sense of safety and comfort during rides.

The driver smoked in his car moments before we got in.

COMPETITORS ANALYSIS

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

#1 USERS CHOICE

Uber
Uber receives mixed feedback with many users praising the professionalism and friendliness of drivers, as well as the cleanliness of vehicles. However, there are significant complaints about hidden costs, poor customer service, and issues with the app's functionality.

#2 RUNNER UP

Bolt: Request a Ride
Bolt has a mix of positive and negative reviews. Users appreciate the affordability, reliability, and friendly drivers, but there are frequent complaints about app glitches, poor customer service, and issues with ride cancellations and overcharging.

#3 Straggler

Lyft
Lyft is generally well-received for its friendly drivers and reliable service, but users express frustration with long wait times, ride cancellations, and a lack of effective customer support.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
Uber
#1 Users Choice
Uber receives mixed feedback with many users praising the professionalism and friendliness of drivers, as well as the cleanliness of vehicles. However, there are significant complaints about hidden costs, poor customer service, and issues with the app's functionality.
Bolt: Request a Ride
#2 Runner-up
Bolt has a mix of positive and negative reviews. Users appreciate the affordability, reliability, and friendly drivers, but there are frequent complaints about app glitches, poor customer service, and issues with ride cancellations and overcharging.
Lyft
#3 Straggler
Lyft is generally well-received for its friendly drivers and reliable service, but users express frustration with long wait times, ride cancellations, and a lack of effective customer support.

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Nuggets

Major Highlights of the Week

Driver Misconduct
Drivers frequently engage in unprofessional behavior, such as smoking in vehicles, not matching their profile pictures, and demanding cash payments outside the app. This undermines trust and safety, crucial elements for a ride-sharing service.
The driver that came and picked me up was not the same person in the picture and his behavior was intolerable.
Cancellation Issues
Riders experience frequent cancellations by drivers, often without notice, leading to delays and additional charges. This disrupts the user experience and erodes confidence in the service's reliability.
Scheduled rides only tell you the driver has cancelled after the latest arrival time, leaving no room for booking a new one.
Pricing Discrepancies
There are significant discrepancies between the estimated and actual ride costs, often resulting in higher charges than initially quoted. This lack of pricing transparency can lead to customer dissatisfaction and perceptions of being overcharged.
The price you see is not the price you pay, which is frustrating.
App Functionality
The app frequently malfunctions, including freezing during payment stages and incorrect location mapping, which hinders the booking process and frustrates users. These technical issues need addressing to improve overall user experience.
The Bolt app freezes and is unusable, making it difficult to book rides.
Customer Support Deficiencies
Users report inadequate customer support, with issues unresolved and a lack of human interaction, leading to frustration and unresolved complaints. Effective customer service is essential for maintaining user satisfaction and loyalty.
It's impossible to get proper help when you have a problem, as support is not helpful.
Safety Concerns
Riders express concerns about safety due to drivers' reckless driving and lack of adherence to safety protocols. Ensuring driver compliance with safety standards is critical to maintaining user trust.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Driver Misconduct
Drivers frequently engage in unprofessional behavior, such as smoking in vehicles, not matching their profile pictures, and demanding cash payments outside the app. This undermines trust and safety, crucial elements for a ride-sharing service.
Cancellation Issues
Riders experience frequent cancellations by drivers, often without notice, leading to delays and additional charges. This disrupts the user experience and erodes confidence in the service's reliability.
Pricing Discrepancies
There are significant discrepancies between the estimated and actual ride costs, often resulting in higher charges than initially quoted. This lack of pricing transparency can lead to customer dissatisfaction and perceptions of being overcharged.
App Functionality
The app frequently malfunctions, including freezing during payment stages and incorrect location mapping, which hinders the booking process and frustrates users. These technical issues need addressing to improve overall user experience.
Customer Support Deficiencies
Users report inadequate customer support, with issues unresolved and a lack of human interaction, leading to frustration and unresolved complaints. Effective customer service is essential for maintaining user satisfaction and loyalty.
Safety Concerns
Riders express concerns about safety due to drivers' reckless driving and lack of adherence to safety protocols. Ensuring driver compliance with safety standards is critical to maintaining user trust.

Quotes of the week

Hear from some of the most impactful users to drive changes

I missed my train because the Bolt app doesn’t warn you when it can’t find you a ride for a scheduled trip. Not helpful. Why bother scheduling a ride for more money when Bolt can’t be bothered to warn customers that it can’t provide a driver?
Looking f or better games
Bolt is never a family friendly service. Two recent experiences with Bolt left me deeply disappointed: One driver was operating a vehicle listed under someone else’s name, with an expired license. Another was smoking in a car that reeked of odor and was in terrible condition. I had infants with me. I canceled the trip immediately, but never received a refund.
Ahmad H. Abdelaziz
I installed and used this app for the first time and ordered a taxi to get to the hospital while wearing a cast on my leg. The driver asked me to walk down a significant distance - nearly halfway to the destination - because she didn’t want to drive her car to my location claiming the street was too narrow, while it is not. When I sent her a picture to show that that was not possible to walk to her, she canceled the ride.
barekjor

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The quotes of the week

Hear from some of the most impactful users to drive changes
I missed my train because the Bolt app doesn’t warn you when it can’t find you a ride for a scheduled trip. Not helpful. Why bother scheduling a ride for more money when Bolt can’t be bothered to warn customers that it can’t provide a driver?
Candice Wu
App Store
Bolt is never a family friendly service. Two recent experiences with Bolt left me deeply disappointed: One driver was operating a vehicle listed under someone else’s name, with an expired license. Another was smoking in a car that reeked of odor and was in terrible condition. I had infants with me. I canceled the trip immediately, but never received a refund.
Kelly Williams
Google Play
I installed and used this app for the first time and ordered a taxi to get to the hospital while wearing a cast on my leg. The driver asked me to walk down a significant distance - nearly halfway to the destination - because she didn’t want to drive her car to my location claiming the street was too narrow, while it is not. When I sent her a picture to show that that was not possible to walk to her, she canceled the ride.
Koray Okumus
Google Play

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