Veo

User Experience Report

Report Date

This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

Highlights trends and insights

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TOP INSIGHTS

A weekly roundup of Veo's key feedback

Payment Issues

Many users experience problems with payment processing, such as being overcharged or having difficulty with refunds. Approximately 20% of users report issues with charges not reflecting correctly or being unable to retrieve unused funds. This leads to frustration and distrust in the service.

I was charged $6 for a 3-minute ride where the Veo refused to accelerate, and I had to park it where I got it from.

Ride Malfunctions

A significant number of users report that the scooters and bikes often malfunction, such as stopping mid-ride or having low battery despite being marked as charged. This affects around 15% of users, causing inconvenience and safety concerns.

The bike stopped working while in a green zone and wouldn't function even when pulled deeper into the green.

App Functionality

Users frequently encounter issues with the app, such as difficulty ending rides, app crashes, and inaccurate location data. These problems affect about 10% of users, leading to additional charges and a poor user experience.

The app froze on me and wouldn't let me end my ride, increasing the cost of my ride.

Pricing Concerns

Many users find the service to be overpriced, especially when compared to alternatives like Uber or Lime. Approximately 25% of users express dissatisfaction with the cost, feeling that the service does not provide good value for money.

I ended up paying over $40 because the bike stopped working and wouldn't let me end the ride.

COMPETITORS ANALYSIS

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#1 USERS CHOICE

Lime

Lime receives mixed feedback with users appreciating its convenience and affordability, especially for short commutes. However, there are complaints about unexpected charges, app glitches, and issues with no-ride zones that hinder the user experience.

#2 RUNNER UP

Veo

Veo is praised for its fun and convenient rides, with many users enjoying the smooth experience and affordability. However, there are significant complaints about app malfunctions, issues with ending rides, and poor customer service, leading to frustration among users.

#3 Straggler

Bird

Bird is appreciated for providing a fun and easy way to get around, with users enjoying the ride experience. Nonetheless, there are numerous complaints about app glitches, difficulties in ending rides, and unexpected charges, which detract from the overall user experience.

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Nuggets

Major Highlights of the Week

Payment Issues

Users experience problems with payment processing, including unauthorized charges and difficulties in refunding deposits. This leads to frustration and distrust in the app's financial handling.

I was charged multiple times without authorization and couldn't get a refund.

Ride Malfunctions

Frequent mechanical issues with scooters and bikes, such as sudden stops and throttle failures, leave users stranded and dissatisfied. These malfunctions compromise safety and reliability.

The scooter stopped working mid-ride, forcing me to walk it back.

App Glitches

The app frequently crashes and fails to perform basic functions like unlocking vehicles or ending rides, causing inconvenience and additional charges. This affects the overall user experience negatively.

The app crashed and wouldn't let me end my ride, leading to extra charges.

Pricing Confusion

Users find the pricing structure unclear and feel overcharged, especially with unexpected fees and holds. This lack of transparency in costs leads to dissatisfaction.

I was charged more than expected for a short ride, and the pricing wasn't clear.

Customer Service

Customer support is often unresponsive or unhelpful, failing to resolve issues or provide refunds. This lack of effective support exacerbates user frustration.

Customer service didn't respond to my refund request after a ride issue.

Parking Restrictions

Strict parking rules and limited zones make it difficult for users to end rides conveniently, leading to additional charges and inconvenience. This restricts the app's usability.

I couldn't find a parking zone, and the ride kept charging me.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Payment Issues

Users experience problems with payment processing, including unauthorized charges and difficulties in refunding deposits. This leads to frustration and distrust in the app's financial handling.

Ride Malfunctions

Frequent mechanical issues with scooters and bikes, such as sudden stops and throttle failures, leave users stranded and dissatisfied. These malfunctions compromise safety and reliability.

App Glitches

Pricing Confusion

Users find the pricing structure unclear and feel overcharged, especially with unexpected fees and holds. This lack of transparency in costs leads to dissatisfaction.

Customer Service

Customer support is often unresponsive or unhelpful, failing to resolve issues or provide refunds. This lack of effective support exacerbates user frustration.

Parking Restrictions

Strict parking rules and limited zones make it difficult for users to end rides conveniently, leading to additional charges and inconvenience. This restricts the app's usability.

Quotes of the week

Hear from some of the most impactful users to drive changes

I have used Veo scooters multiple times and had the same problem occur where within a couple of blocks throttle stopped working, leaving me stranded. I had to walk the scooter several more blocks to a designated parking place to bring my agony to a conclusion. When I followed up with the company, they only issued me a partial refund. They said it was 'policy.' I would think the policy would be to at least fully refund the customer for their misery, if not even offer a credit for having to walk their scooter multiple blocks to their parking location. So renters beware. Don’t use this app unless you’re prepared to be stranded and stuck walking their equipment.

jbroadway83

Veo bikes are comfortable and, unfortunately, very easy to find around D.C., but they feel noticeably slower compared to Lime e-bikes. Even on full battery and flat ground, it’s hard to keep up with traffic or other riders. I usually end up choosing Lime because the ride feels smoother and faster overall.

sdubs510

I tried using the rides since the bus wasn’t coming for a long time and they wouldn’t start. I started two separate rides, thinking the first was a fluke. Now I am out 5 dollars and still stranded. Thanks for nothing I guess. Safe to say I will not be returning.

Tsion2024

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The quotes of the week

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Candice Wu

App Store

Kelly Williams

Google Play

Koray Okumus

Google Play

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User Experience Report

Report Date

Veo

Top Insights This Week

Payment Issues

Ride Malfunctions

App Functionality

Pricing Concerns

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Major Highlights of the Week

Major Highlights of the Week

Hear from some of the most impactful users to drive changes

Start your 14-day free trial today

The quotes of the week

Discover Anecdote’s all-in-one customer experience platform

Search through all your feedback, instantly

Use AI to automate and prioritize your feedback analysis

Send surveys and analyze them with AI

Segment feedback from your company in charts and summaries

Benchmark your company's feedback against your competitors

Stay on top of your feedback with alerts