-54
NPS
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Lyft
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About Lyft's Brand
Ride by ride, we're reimagining the world's best transportation. Among its major competitors, Lyft is ranked in 8th place for NPS while Amazon is 1st, and Google is 2nd. Overall, Lyft has a neutral social sentiment, when analyzing social media channels and online mentions.Their current market cap is $20.65B
Brand at a Glance
72%
Customer Loyalty
2.1/5
Product Quality
1.8/5
Pricing
1.9/5
Customer Service
Lyft CMO
Joy Howard
Joy Howard serves as the Chief Marketing Officer of Lyft. Joy started at Lyft in October of 2018. Joy currently resides in United States.
Lyft Ranking
- #4 / 4 of its competitors
Lyft NPS
Lyft's Net Promoter Score (NPS) is a -54 with 22% Promoters, 2% Passives, and 76% Detractors. Net Promoter Score tracks whether Lyft's customers would recommend using the product based on a scale of -100 to 100.
Lyft Overall NPS
| 22% | Promoters |
|---|---|
| 2% | Passives |
| 76% | Detractors |
Lyft NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
May 2023 -49 | May 2023 | -49 |
Jun 2023 -51 | Jun 2023 | -51 |
Oct 2023 -55 | Oct 2023 | -55 |
Dec 2023 -57 | Dec 2023 | -57 |
Jan 2024 -59 | Jan 2024 | -59 |
Feb 2024 -55 | Feb 2024 | -55 |
Mar 2024 -55 | Mar 2024 | -55 |
Apr 2024 -57 | Apr 2024 | -57 |
Jun 2024 -58 | Jun 2024 | -58 |
Jan 2025 -60 | Jan 2025 | -60 |
May 2025 -58 | May 2025 | -58 |
Nov 2025 -54 | Nov 2025 | -54 |
How Other Brands Compare
Lyft is ranked #4 for NPS among its competitors. Amazon and Google come in first and second, with Tesla coming in at third. Among those competitors, it is the lowest valued company behind Amazon.
What is NPS
Net Promoter Score (NPS) is a management tool that can be used to gauge the satisfaction of a firm's customer relationships. NPS has been widely adopted as a key metric often linked to the revenue potential of a company’s product or service. The metric is based on customer responses to the question: "On a scale of 0 to 10, how likely are you to recommend the product to a friend?"
Those who respond with a score of 9 to 10 are known as Promoters, and are widely associated with behaviors that create value, including actively encouraging others to use the product or service. Those who respond with a score of 7 or 8 are categorized as Passives, and they are believed to be less likely to exhibit the value-creation traits of Promoters having a largely neutral effect on other consumers. Detractors are those who fall in the score range of 0 to 6 and represent dissatisfied customers of the product sometimes actively recommending against using the product.
Lyft NPS by Gender
Lyft's NPS was rated -84 by both Female and Male customers on Comparably.
Male
-84
Lyft's NPS was rated -84 by Male customers on Comparably.
8%
Promoters
0%
Passives
92%
Detractors
Female
-84
Lyft's NPS was rated -84 by Female customers on Comparably.
8%
Promoters
0%
Passives
92%
Detractors
Lyft NPS by Ethnicity
Lyft's NPS was rated the highest by Caucasian customers, and the lowest by Hispanic or Latino customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian -82 | Caucasian | -82 |
Hispanic or Latino -100 | Hispanic or Latino | -100 |
African American/Black -100 | African American/Black | -100 |
Other -83 | Other | -83 |
Lyft NPS by Age
Lyft's NPS was rated the highest by customers ages 26-30, and the lowest by customers ages 46-50.
Lyft NPS by Usage
Lyft's NPS was rated the highest by customers who have used Lyft's products/services for 1 to 2 Years, and the lowest by customers with Less than 1 Year of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Less than 1 Year -100 | Less than 1 Year | -100 |
1 to 2 Years -60 | 1 to 2 Years | -60 |
2 to 5 Years -100 | 2 to 5 Years | -100 |
5 to 10 Years -70 | 5 to 10 Years | -70 |
Lyft Customer Reviews
Out of the 11 Lyft customer reviews 0 were positive and 11 were constructive. Lyft customer reviews reflect that all customers expect a better service or product from the company and believe there is room for improvement.
Lyft Customer Loyalty
72%
Customer Loyalty is a strong indicator of whether or not a customer will choose a brand repeatedly over a competitor that offers similar products/services.
72% of Lyft users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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Lyft Customer Loyalty Score by Gender
Male customers rated Lyft's Customer Loyalty score 6% higher than Female customers.
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Male
78%
Yes
Female
72%
Yes
Lyft Customer Loyalty Score by Ethnicity
Lyft's Customer Loyalty score was rated the highest by Hispanic or Latino customers, and the lowest by Other customers.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of Lyft.
75
out of 100
Caucasian
100
out of 100
Hispanic or Latino
78
out of 100
African American/Black
70
out of 100
Other
Lyft Customer Loyalty Score by Age
Lyft's Customer Loyalty score was rated the highest by customers ages 26-30, and the lowest by customers ages 41-45.
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0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
26-30 100% | 26-30 | 100% |
36-40 100% | 36-40 | 100% |
41-45 70% | 41-45 | 70% |
46-50 78% | 46-50 | 78% |
Lyft Customer Loyalty Score by Usage
Lyft's Customer Loyalty score was rated the highest by customers who have used Lyft's products/services for 1 to 2 Years, and the lowest by customers with Less than 1 Year of usage.
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Lyft Customer Loyalty Score by Industry
Lyft's Customer Loyalty score was rated the highest by Tech industry customers, and the lowest by Healthcare, Hospitals and Medicine industry customers.
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Lyft Customer Loyalty vs. Competitors
Compared to its competitors, Lyft's Customer Loyalty score is rated right above DoorDash, and is preceded by Meta.
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Lyft Product Quality
2.1/5
Lyft has an overall Product Quality score of 2.1 out of 5 stars rated by its users and customers.
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Lyft Product Information
Lyft’s product quality score is a 2.1 out of 5 as rated by its users and customers. Reviewers from the Tech industry rated Lyft's product the highest. Reviewers from the Healthcare, Hospitals and Medicine industry rated Lyft the lowest at 1.5.
- Website
- https://www.lyft.com/
- Company Size
- 5,001-10,000 Employees
Industry
Tech
Consulting
Consumer Services
Marketplaces
Mobile App
Quick Insights into Lyft Product Quality
Lyft's Product Quality score was rated highest by customers from the Tech industry, and rated lowest by Other customers.
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Ranked Lyft Product Quality the Highest
Ranked Lyft Product Quality the Lowest
Lyft Product Quality Score by Gender
Male customers rated Lyft's Product Quality score 0.2 stars higher than Female customers.
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Male
1.7/5
Female
1.5/5
Lyft Product Quality Score by Ethnicity
Lyft's Product Quality score was rated the highest by Caucasian customers, and the lowest by Other customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Ethnicity data of Lyft.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 1.7 | Caucasian | 1.7 |
Hispanic or Latino 1.5 | Hispanic or Latino | 1.5 |
African American/Black 1.5 | African American/Black | 1.5 |
Other 1.5 | Other | 1.5 |
Lyft Product Quality Score by Age
Lyft's Product Quality score was rated the highest by customers ages 26-30, and the lowest by customers ages 41-45.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
26-30 1.6 | 26-30 | 1.6 |
36-40 1.5 | 36-40 | 1.5 |
41-45 1.5 | 41-45 | 1.5 |
46-50 1.6 | 46-50 | 1.6 |
Lyft Product Quality Score by Usage
Lyft's Product Quality score was rated the highest by customers who have used Lyft's products/services for 1 to 2 Years, and the lowest by customers with Less than 1 Year of usage.
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Lyft Product Quality Score by Industry
Lyft's Product Quality score was rated the highest by Tech industry customers, and the lowest by Healthcare, Hospitals and Medicine industry customers.
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Lyft Product Quality vs. Competitors
Compared to its competitors, Lyft's Product Quality score is rated right below DoorDash.
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Lyft Pricing
Lyft ROI & Value For Money
1.8/5
Lyft has a value for money and ROI score of 1.8 out of 5 stars rated by its users and customers.
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Lyft Pricing Plans
Not every product or service fits the needs of a certain user or industry. The users that rank the value for money and ROI highest are mainly from Tech industry. The users from the Healthcare, Hospitals and Medicine industry think that they had the lowest ROI from Lyft.
Quick Insights into Lyft ROI
Lyft's ROI score was rated highest by customers from the Tech industry, and rated lowest by Other customers.
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Ranked Lyft ROI the Highest
Ranked Lyft ROI the Lowest
Lyft ROI Score by Gender
Lyft's ROI score was rated 1.5 by both Female and Male customers on Comparably.
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Male
1.5/5
Female
1.5/5
Lyft ROI Score by Ethnicity
Lyft's ROI score was rated 1.5 stars by both African American/Black and Other customers on Comparably.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 1.5 | Caucasian | 1.5 |
Hispanic or Latino 1.5 | Hispanic or Latino | 1.5 |
African American/Black 1.5 | African American/Black | 1.5 |
Other 1.5 | Other | 1.5 |
Lyft ROI Score by Age
Lyft's ROI score was rated 1.5 stars by customers ages 26-30 and customers ages 46-50 on Comparably.
Sign Up for Brand Profile PRO to get the full ROI by Age data of Lyft.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
26-30 1.5 | 26-30 | 1.5 |
36-40 1.5 | 36-40 | 1.5 |
41-45 1.5 | 41-45 | 1.5 |
46-50 1.5 | 46-50 | 1.5 |
Lyft ROI Score by Usage
Lyft's ROI score was rated the highest by customers who have used Lyft's products/services for 1 to 2 Years, and the lowest by customers with Less than 1 Year of usage.
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Lyft ROI Score by Industry
Lyft's ROI score was rated the highest by Tech industry customers, and the lowest by Healthcare, Hospitals and Medicine industry customers.
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Lyft Pricing vs. Competitors
Compared to its competitors, Lyft's ROI score is rated right below DoorDash.
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Lyft Customer Satisfaction (CSAT)
Lyft Customer Satisfaction (CSAT) Score
28 / 100
Lyft has an overall Customer Satisfaction score of 28 rated by its users and customers.
Sign Up to see the full customer demographics data and the people that answered "How would you rate your overall satisfaction with the service you received?"
Very Satisfied
21%
Satisfied
7%
Neither Satisfied nor Dissatisfied
9%
Dissatisfied
5%
Very Dissatisfied
58%
What is Customer Satisfaction (CSAT) Score
Customer Satisfaction Score (also known as CSAT), is a metric used to quantify how satisfied customers are with a company or brand’s products and services. The Customer Satisfaction Score is based on customers response to the question: “How would you rate your overall satisfaction with the service you received?” The score is calculated using the formula: (The total number answer of “Very Satisfied” and “Satisfied”) ÷ (The total response) x100, and it is generally displayed in percentages. Some of the main benefits of the CSAT for businesses are tracking retention, identifying happy customers and growing relationships, and gaining repeat business to build a sustainable brand.
Quick Insights into Lyft Customer Satisfaction
Lyft's Customer Satisfaction score was rated highest by customers from the Tech industry, and rated lowest by African American/Black customers.
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Ranked Lyft Customer Satisfaction the Highest
Ranked Lyft Customer Satisfaction the Lowest
Lyft Customer Satisfaction Score by Gender
Male customers rated Lyft's Customer Satisfaction score 1 points higher than Female customers.
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18 / 100
MaleVery Satisfied | 18% | |
|---|---|---|
Satisfied | 0% | |
Neither Satisfied nor Dissatisfied | 9% | |
Dissatisfied | 9% | |
Very Dissatisfied | 64% |
17 / 100
FemaleVery Satisfied | 17% | |
|---|---|---|
Satisfied | 0% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 8% | |
Very Dissatisfied | 75% |
Lyft Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
Lyft's Customer Satisfaction (CSAT) score was rated 18% according to Caucasian users and customers.
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18 / 100
Very Satisfied
18%
Satisfied
0%
Neither Satisfied nor Dissatisfied
9%
Dissatisfied
9%
Very Dissatisfied
64%
CSAT according to African American/Black
Lyft's Customer Satisfaction (CSAT) score was rated 0% according to African American/Black users and customers.
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0 / 100
Very Satisfied
0%
Satisfied
0%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
100%
CSAT according to Other
Lyft's Customer Satisfaction (CSAT) score was rated 33% according to Other users and customers.
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33 / 100
Very Satisfied
17%
Satisfied
16%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
67%
Lyft Customer Satisfaction Score by Age
Lyft's Customer Satisfaction score was rated the highest by customers ages 41-45, and the lowest by customers ages 46-50.
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0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 26-30 | 25% | |||||||||||||||
| 41-45 | 33% | |||||||||||||||
| 46-50 | 0% |
Lyft Customer Satisfaction Score by Usage
Lyft's Customer Satisfaction score was rated the highest by customers who have used Lyft's products/services for 5 to 10 Years, and the lowest by customers with 2 to 5 Years of usage.
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Lyft Customer Satisfaction Score by Industry
Lyft's Customer Satisfaction score was rated the highest by Tech industry customers, and the lowest by Healthcare, Hospitals and Medicine industry customers.
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}Lyft Customer Satisfaction vs. Competitors
Compared to its competitors, Lyft's Customer Satisfaction score is rated right below DoorDash.
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Lyft Customer Service
1.9/5
Lyft has an overall Customer Service score of 1.9 out of 5 stars rated by its users and customers.
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About Lyft's Customer Service
Address
185 Berry St, San Francisco, CA 94107
Website
https://www.lyft.com/
Phone Number
<<not-applicable>>
Lyft's Social Links
Quick Insights into Lyft Customer Service
Lyft's Customer Service score was rated highest by customers from the Tech industry, and rated lowest by Other customers.
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Ranked Lyft Customer Service the Highest
Ranked Lyft Customer Service the Lowest
Lyft Customer Service Score by Gender
Male customers rated Lyft's Customer Service score 0.1 stars higher than Female customers.
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Male
1.6/5
Female
1.5/5
Lyft Customer Service Score by Ethnicity
Lyft's Customer Service score was rated 1.5 stars by both African American/Black and Other customers on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Service by Ethnicity data of Lyft.
0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 1.5 | Caucasian | 1.5 |
Hispanic or Latino 1.5 | Hispanic or Latino | 1.5 |
African American/Black 1.5 | African American/Black | 1.5 |
Other 1.5 | Other | 1.5 |
Lyft Customer Service Score by Age
Lyft's Customer Service score was rated 1.5 stars by customers ages 26-30 and customers ages 46-50 on Comparably.
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0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
26-30 1.5 | 26-30 | 1.5 |
36-40 1.5 | 36-40 | 1.5 |
41-45 1.5 | 41-45 | 1.5 |
46-50 1.5 | 46-50 | 1.5 |
Lyft Customer Service Score by Usage
Lyft's Customer Service score was rated the highest by customers who have used Lyft's products/services for 1 to 2 Years, and the lowest by customers with Less than 1 Year of usage.
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Lyft Customer Service Score by Industry
Lyft's Customer Service score was rated the highest by Tech industry customers, and the lowest by Healthcare, Hospitals and Medicine industry customers.
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Lyft Customer Service vs. Competitors
Compared to its competitors, Lyft's Customer Service score is rated right below DoorDash.
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Lyft as an Employer
3.6/5
Lyft has a 3.6/5 stars for its overall company culture rated by their employees
bottom
45%
Consumer vs. Employees
Lyft scored a -54 for Net Promoter Score and a -1 for Employee Net Promoter Score. NPS gauges how likely a customer of Lyft would recommend the brand to a friend. ENPS measures how likely Lyft employees would recommend working at Lyft to a friend.
Net Promoter Score
-54
NPS Score
| 22% | Promoters |
|---|---|
| 2% | Passive |
| 76% | Detractors |
Employee Net Promoter Score
-1
eNPS Score
| 36% | Promoters |
|---|---|
| 27% | Passive |
| 37% | Detractors |
