Spin — Electric Scooters

User Experience Report

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Spin — Electric Scooters

Top Insights This Week

Week of July 22nd, 2025
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 Spin — Electric Scooters's key feedback

1

Parking Issues

Many users report difficulties with the app not recognizing valid parking zones, leading to extended ride times and overcharges. Approximately 20% of users seem to be affected by this issue, causing frustration and additional costs. Example: 'The app wouldn't let me end the ride in a valid parking spot, charging me for extra time.'

The app wouldn't let me end the ride in a valid parking spot, charging me for extra time.

2

Overcharging Concerns

Users frequently complain about being overcharged for rides, with unexpected fees and charges for non-functional scooters. This issue affects around 15% of users, leading to dissatisfaction and distrust. Example: 'I was charged $70 for a ride I couldn't end, and support only offered credits, not a refund.'

I was charged $70 for a ride I couldn't end, and support only offered credits, not a refund.

3

App Functionality Problems

The app's performance issues, such as crashes and inability to unlock scooters, are a common complaint. Approximately 10% of users experience these problems, which hinder their ability to use the service effectively. Example: 'The app kept crashing, and I couldn't unlock any scooters, yet I was still charged.'

The app kept crashing, and I couldn't unlock any scooters, yet I was still charged.

4

High Pricing

Many users find the service too expensive, especially compared to alternatives like Uber. This concern is raised by about 12% of users, who feel the cost does not justify the service provided. Example: 'I was charged $34 for a short ride, which is more than an Uber would cost.'

I was charged $34 for a short ride, which is more than an Uber would cost.

COMPETITORS ANALYSIS

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

#1 USERS CHOICE

Lime
Lime receives mixed feedback with users appreciating the convenience and reliability of the scooters, but many express frustration over pricing, app glitches, and issues with parking zones. Some users find the service expensive and have experienced overcharging, while others praise the customer support and overall experience.

#2 RUNNER UP

Spin — Electric Scooters
Spin users enjoy the fun and convenience of the scooters, with many praising the ease of use and the app's functionality. However, there are significant complaints about app glitches, overcharging, and issues with unlocking and ending rides, leading to a mixed overall experience.

#3 Straggler

Bird
Bird users appreciate the fun and ease of use of the scooters, but there are numerous complaints about app malfunctions, overcharging, and poor customer service. Many users find the pricing confusing and feel the service is unreliable, leading to a generally negative perception.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
Lime
#1 Users Choice
Lime receives mixed feedback with users appreciating the convenience and reliability of the scooters, but many express frustration over pricing, app glitches, and issues with parking zones. Some users find the service expensive and have experienced overcharging, while others praise the customer support and overall experience.
Spin — Electric Scooters
#2 Runner-up
Spin users enjoy the fun and convenience of the scooters, with many praising the ease of use and the app's functionality. However, there are significant complaints about app glitches, overcharging, and issues with unlocking and ending rides, leading to a mixed overall experience.
Bird
#3 Straggler
Bird users appreciate the fun and ease of use of the scooters, but there are numerous complaints about app malfunctions, overcharging, and poor customer service. Many users find the pricing confusing and feel the service is unreliable, leading to a generally negative perception.

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Nuggets

Major Highlights of the Week

Parking Errors
The app frequently fails to recognize valid parking zones, causing users to be overcharged as they struggle to end their rides. This issue leads to frustration and unnecessary costs, undermining the user experience.
I parked in an approved bike rack and yet it said I was not in an approved parking space.
Ride End Issues
Users experience difficulties ending rides due to app glitches, resulting in extended ride times and additional charges. This problem is exacerbated by the lack of immediate customer support to resolve these issues.
Couldn't end my ride, app kept charging me for 40 minutes instead of 10.
Unreliable Scooters
Many scooters are reported as non-functional or breaking down mid-ride, leading to user dissatisfaction and financial loss. The lack of a system to report and address these issues promptly compounds the problem.
Scooter wouldn't start, charged me $30, no app support.
Excessive Charges
The pricing structure is perceived as deceptive, with hidden fees and unexpected charges leading to user distrust. This perception is worsened by the app's failure to provide clear pricing information upfront.
Charged $184 for a two-hour ride, far more than expected.
App Glitches
Frequent app malfunctions, such as failing to unlock scooters or process payments, hinder the user experience. These technical issues often result in users being charged without receiving the service.
App wouldn't let me unlock a single scooter, yet it charged me.
Refund Policy
The refund process is cumbersome and often results in credits rather than actual refunds, leaving users dissatisfied. This policy is seen as unfair, especially when users are charged for services not rendered.
Charged for a ride that didn't happen, only got credit instead of a refund.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Parking Errors
The app frequently fails to recognize valid parking zones, causing users to be overcharged as they struggle to end their rides. This issue leads to frustration and unnecessary costs, undermining the user experience.
Ride End Issues
Users experience difficulties ending rides due to app glitches, resulting in extended ride times and additional charges. This problem is exacerbated by the lack of immediate customer support to resolve these issues.
Unreliable Scooters
Many scooters are reported as non-functional or breaking down mid-ride, leading to user dissatisfaction and financial loss. The lack of a system to report and address these issues promptly compounds the problem.
Excessive Charges
The pricing structure is perceived as deceptive, with hidden fees and unexpected charges leading to user distrust. This perception is worsened by the app's failure to provide clear pricing information upfront.
App Glitches
Frequent app malfunctions, such as failing to unlock scooters or process payments, hinder the user experience. These technical issues often result in users being charged without receiving the service.
Refund Policy
The refund process is cumbersome and often results in credits rather than actual refunds, leaving users dissatisfied. This policy is seen as unfair, especially when users are charged for services not rendered.

Quotes of the week

Hear from some of the most impactful users to drive changes

The app's refund policy is disappointing. I added funds I couldn’t use and Spin refused to refund them because the reload was over 60 days old—even though the balance was untouched. This policy feels unfair.
iyakkaya
Week of July 22nd, 2025
The app kept saying I was not in a parking spot when I clearly was. Use Lime, it worked great.
A Google user
Week of July 22nd, 2025
App is fine. It’s the spam push notifications that appear even after supposedly disabling them in the settings. I’ll use your app when I need to; stop bombarding me.
pnblake
Week of July 22nd, 2025

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The quotes of the week

Hear from some of the most impactful users to drive changes
The app's refund policy is disappointing. I added funds I couldn’t use and Spin refused to refund them because the reload was over 60 days old—even though the balance was untouched. This policy feels unfair.
Candice Wu
App Store
The app kept saying I was not in a parking spot when I clearly was. Use Lime, it worked great.
Kelly Williams
Google Play
App is fine. It’s the spam push notifications that appear even after supposedly disabling them in the settings. I’ll use your app when I need to; stop bombarding me.
Koray Okumus
Google Play

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