27
NPS
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Uber is ranked #10 in Top Brands for MillennialsAwards & Recognition
Uber is ranked #10 in Top Brands for Millennials
Awards & Recognition
About Uber's Brand
We reimagine the way the world moves for the better. Uber’s brand is ranked #90 in the list of Global Top 100 Brands, a carefully curated list of recognized brands as rated by customers of Uber. When compared to other organizations within the Travel and Hospitality industry, Uber is ranked #12. Among its major competitors, Uber is ranked in 2nd place for NPS while Grab is 1st, and Turo is 3rd. Overall, Uber has a negative social sentiment, when analyzing social media channels and online mentions.Their current market cap is $107.19B
Brand at a Glance
76%
Customer Loyalty
4/5
Product Quality
3.8/5
Pricing
3.8/5
Customer Service
Uber CMO
Uber Ranking
- #90 / 100 in Global Best Brands
- #10 in Top Brands for Millennials
- #12 in Travel and Hospitality
- #2 / 4 of its competitors
Uber NPS
Uber's Net Promoter Score (NPS) is a 27 with 51% Promoters, 25% Passives, and 24% Detractors. Net Promoter Score tracks whether Uber's customers would recommend using the product based on a scale of -100 to 100.
Uber Overall NPS
| 51% | Promoters |
|---|---|
| 25% | Passives |
| 24% | Detractors |
Uber NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Apr 2021 31 | Apr 2021 | 31 |
May 2021 31 | May 2021 | 31 |
Jun 2021 31 | Jun 2021 | 31 |
Sep 2021 31 | Sep 2021 | 31 |
Oct 2021 31 | Oct 2021 | 31 |
Nov 2021 30 | Nov 2021 | 30 |
Dec 2021 28 | Dec 2021 | 28 |
Jan 2022 28 | Jan 2022 | 28 |
Feb 2022 28 | Feb 2022 | 28 |
Mar 2022 26 | Mar 2022 | 26 |
Apr 2022 26 | Apr 2022 | 26 |
May 2022 26 | May 2022 | 26 |
How Other Brands Compare
Uber is ranked second for NPS among its competitors. Grab and Turo come in first and third, with Lyft coming in at #4. Among those competitors, it is the most valued company.
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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.
Uber NPS by Gender
Female customers rated Uber's NPS 8 points higher than Male customers.
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Male
35
Uber's NPS was rated 35 by Male customers on Comparably.
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55%
Promoters
25%
Passives
20%
Detractors
Female
43
Uber's NPS was rated 43 by Female customers on Comparably.
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57%
Promoters
29%
Passives
14%
Detractors
Uber NPS by Ethnicity
Uber's NPS was rated the highest by Caucasian customers, and the lowest by Asian or Pacific Islander customers.
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-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 34 | Caucasian | 34 |
Asian or Pacific Islander -25 | Asian or Pacific Islander | -25 |
Uber NPS by Age
Uber's NPS was rated the highest by customers ages 41-45, and the lowest by customers ages 18-25.
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Uber NPS by Usage
Uber's NPS was rated the highest by customers who have used Uber's products/services for Over 10 Years, and the lowest by customers with Less than 1 Year of usage.
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-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Less than 1 Year 10 | Less than 1 Year | 10 |
1 to 2 Years 33 | 1 to 2 Years | 33 |
2 to 5 Years 37 | 2 to 5 Years | 37 |
5 to 10 Years 50 | 5 to 10 Years | 50 |
Over 10 Years 67 | Over 10 Years | 67 |
Uber NPS vs. Competitors
Compared to its competitors, Uber's NPS is rated right above Turo, and is preceded by Grab.
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Uber NPS vs Companies in Travel and Hospitality
In the Travel and Hospitality industry, Uber's NPS is rated right below Dunkin'.
| COMPANY | NPS Score | |
|---|---|---|
 | In-N-Out Burger | 66 |
 | Southwest Airlines | 58 |
 | Delta Air Lines | 51 |
 | Chipotle | 46 |
 | Starbucks | 38 |
 | Ritz-Carlton | 38 |
 | Airbnb | 31 |
 | Dunkin' | 29 |
| Uber | 27 |
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Uber Customer Reviews
Out of the 2 Uber customer reviews 1 was positive and 1 was constructive. Uber customer reviews reflect that more than half of the customers expect a better service or product from the company and believe there is room for improvement.
All Reviews
Positive Reviews
Constructive Reviews
Uber Customer Loyalty
76%
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.
76% of Uber users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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Uber Customer Loyalty Score by Gender
Male customers rated Uber's Customer Loyalty score 1% higher than Female customers.
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Male
82%
Yes
Female
81%
Yes
Uber Customer Loyalty Score by Ethnicity
Uber's Customer Loyalty score was rated the highest by Asian or Pacific Islander customers, and the lowest by Caucasian customers.
% who answered "Yes"
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70
out of 100
Caucasian
78
out of 100
Asian or Pacific Islander
Uber Customer Loyalty Score by Age
Uber's Customer Loyalty score was rated the highest by customers ages 26-30, and the lowest by customers ages 36-40.
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0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
18-25 78% | 18-25 | 78% |
26-30 89% | 26-30 | 89% |
31-35 87% | 31-35 | 87% |
36-40 78% | 36-40 | 78% |
41-45 82% | 41-45 | 82% |
51-55 82% | 51-55 | 82% |
Uber Customer Loyalty Score by Usage
Uber's Customer Loyalty score was rated the highest by customers who have used Uber's products/services for 1 to 2 Years, and the lowest by customers with Over 10 Years of usage.
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Uber Customer Loyalty Score by Industry
Uber's Customer Loyalty score was rated the highest by Architecture and Planning industry customers, and the lowest by Aerospace and Aviation industry customers.
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Uber Customer Loyalty vs. Competitors
Compared to its competitors, Uber's Customer Loyalty score is rated right above Lyft, and is preceded by Grab.
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Customer Loyalty for Other Travel and Hospitality Brands
In the Travel and Hospitality industry, Uber's Customer Loyalty score is rated right above Chipotle, and is preceded by Starbucks.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| In-N-Out Burger | 88% |
| Southwest Airlines | 86% |
| Delta Air Lines | 85% |
| Ritz-Carlton | 83% |
| Dunkin' | 81% |
| Starbucks | 77% |
| Uber | 76% |
| Chipotle | 76% |
| Airbnb | 76% |
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Uber Product Quality
4/5
Uber has an overall Product Quality score of 4 out of 5 stars rated by its users and customers.
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Uber Product Information
Uber’s product quality score is a 4 out of 5 as rated by its users and customers. Reviewers from the Banking and Financial Services industry rated Uber's product the highest. Reviewers from the Fashion and Beauty industry rated Uber the lowest at 3.8.
- Website
- https://www.uber.com
- Company Size
- 10,000+ Employees
Industry
Tech
On Demand
Travel
Quick Insights into Uber Product Quality
Uber's Product Quality score was rated highest by customers from the Banking and Financial Services industry, and rated lowest by customers from the Aerospace and Aviation industry.
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Ranked Uber Product Quality the Highest
Ranked Uber Product Quality the Lowest
Uber Product Quality Score by Gender
Female customers rated Uber's Product Quality score 0.2 stars higher than Male customers.
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Male
4/5
Female
4.2/5
Uber Product Quality Score by Ethnicity
Uber's Product Quality score was rated the highest by Asian or Pacific Islander customers, and the lowest by Caucasian customers.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 4.3 | Caucasian | 4.3 |
Asian or Pacific Islander 4.5 | Asian or Pacific Islander | 4.5 |
Uber Product Quality Score by Age
Uber's Product Quality score was rated the highest by customers ages 26-30, and the lowest by customers ages 51-55.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 3.9 | 18-25 | 3.9 |
26-30 4.3 | 26-30 | 4.3 |
31-35 4 | 31-35 | 4 |
36-40 4.1 | 36-40 | 4.1 |
41-45 3.9 | 41-45 | 3.9 |
51-55 3.7 | 51-55 | 3.7 |
Uber Product Quality Score by Usage
Uber's Product Quality score was rated the highest by customers who have used Uber's products/services for Over 10 Years, and the lowest by customers with 5 to 10 Years of usage.
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Uber Product Quality Score by Industry
Uber's Product Quality score was rated the highest by Banking and Financial Services industry customers, and the lowest by Aerospace and Aviation industry customers.
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Uber Product Quality vs. Competitors
Compared to its competitors, Uber's Product Quality score is rated right above Turo, and is preceded by Grab.
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Product Quality for Other Travel and Hospitality Brands
In the Travel and Hospitality industry, Uber's Product Quality score is rated right above Dunkin', and is preceded by Ritz-Carlton.
| COMPANY | Product Quality Score | |
|---|---|---|
| In-N-Out Burger | 4.5/5 |
| Southwest Airlines | 4.3/5 |
| Chipotle | 4.3/5 |
| Delta Air Lines | 4.3/5 |
| Starbucks | 4.2/5 |
| Ritz-Carlton | 4.2/5 |
| Uber | 4/5 |
| Dunkin' | 4/5 |
| Airbnb | 3.8/5 |
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Uber Pricing
Uber ROI & Value For Money
3.8/5
Uber has a value for money and ROI score of 3.8 out of 5 stars rated by its users and customers.
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Uber 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 Consulting industry. The users from the Architecture and Planning industry think that they had the lowest ROI from Uber.
Quick Insights into Uber ROI
Uber's ROI score was rated highest by customers ages 31-35, and rated lowest by customers from the Architecture and Planning industry.
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Ranked Uber ROI the Highest
Ranked Uber ROI the Lowest
Uber ROI Score by Gender
Female customers rated Uber's ROI score 0.1 stars higher than Male customers.
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Male
3.8/5
Female
3.9/5
Uber ROI Score by Ethnicity
Uber's ROI score was rated the highest by Caucasian customers, and the lowest by Asian or Pacific Islander customers.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 3.8 | Caucasian | 3.8 |
Asian or Pacific Islander 3.7 | Asian or Pacific Islander | 3.7 |
Uber ROI Score by Age
Uber's ROI score was rated the highest by customers ages 31-35, and the lowest by customers ages 51-55.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 3.6 | 18-25 | 3.6 |
26-30 3.9 | 26-30 | 3.9 |
31-35 4.4 | 31-35 | 4.4 |
36-40 4.1 | 36-40 | 4.1 |
41-45 4.1 | 41-45 | 4.1 |
51-55 3.6 | 51-55 | 3.6 |
Uber ROI Score by Usage
Uber's ROI score was rated the highest by customers who have used Uber's products/services for 5 to 10 Years, and the lowest by customers with Less than 1 Year of usage.
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Uber ROI Score by Industry
Uber's ROI score was rated the highest by Consulting industry customers, and the lowest by Architecture and Planning industry customers.
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Uber Pricing vs. Competitors
Compared to its competitors, Uber's ROI score is rated right above Turo, and is preceded by Grab.
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ROI for Other Travel and Hospitality Brands
In the Travel and Hospitality industry, Uber's ROI score is rated right above Starbucks, and is preceded by Ritz-Carlton.
| COMPANY | Pricing Score | |
|---|---|---|
| In-N-Out Burger | 4.4/5 |
| Southwest Airlines | 4.2/5 |
| Delta Air Lines | 4/5 |
| Chipotle | 4/5 |
| Dunkin' | 3.8/5 |
| Ritz-Carlton | 3.8/5 |
| Uber | 3.8/5 |
| Starbucks | 3.7/5 |
| Airbnb | 3.7/5 |
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Uber Customer Satisfaction (CSAT)
Uber Customer Satisfaction (CSAT) Score
75 / 100
Uber has an overall Customer Satisfaction score of 75 rated by its users and customers.
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Very Satisfied
35%
Satisfied
40%
Neither Satisfied nor Dissatisfied
10%
Dissatisfied
10%
Very Dissatisfied
5%
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 Uber Customer Satisfaction
Uber's Customer Satisfaction score was rated highest by Male customers.
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Ranked Uber Customer Satisfaction the Highest
Uber Customer Satisfaction Score by Gender
Uber's Customer Satisfaction score was rated 100 by Male customers on Comparably.
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100 / 100
MaleVery Satisfied | 25% | |
|---|---|---|
Satisfied | 75% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 0% | |
Very Dissatisfied | 0% |
Uber Customer Satisfaction Score by Industry
Uber's Customer Satisfaction score was rated 100 points by Tech industry customers.
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}Uber Customer Satisfaction vs. Competitors
Compared to its competitors, Uber's Customer Satisfaction score is rated right above Lyft, and is preceded by Grab.
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Customer Satisfaction for Other Travel and Hospitality Brands
In the Travel and Hospitality industry, Uber's Customer Satisfaction score is rated right above Dunkin', and is preceded by Airbnb.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| Starbucks | 88% |
| Delta Air Lines | 86% |
| In-N-Out Burger | 85% |
| Southwest Airlines | 85% |
| Chipotle | 80% |
| Ritz-Carlton | 80% |
| Airbnb | 77% |
| Uber | 75% |
| Dunkin' | 74% |
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Uber Customer Service
3.8/5
Uber has an overall Customer Service score of 3.8 out of 5 stars rated by its users and customers.
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About Uber's Customer Service
Address
1455 3rd St, San Francisco, CA 94105
Website
https://www.uber.com
Uber's Social Links
Quick Insights into Uber Customer Service
Uber's Customer Service score was rated highest by customers from the Consulting industry, and rated lowest by customers from the Architecture and Planning industry.
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Ranked Uber Customer Service the Highest
Ranked Uber Customer Service the Lowest
Uber Customer Service Score by Gender
Uber's Customer Service score was rated 3.9 by both Female and Male customers on Comparably.
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Male
3.9/5
Female
3.9/5
Uber Customer Service Score by Ethnicity
Uber's Customer Service score was rated the highest by Caucasian customers, and the lowest by Asian or Pacific Islander customers.
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0
20
40
60
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100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 4.3 | Caucasian | 4.3 |
Asian or Pacific Islander 3.5 | Asian or Pacific Islander | 3.5 |
Uber Customer Service Score by Age
Uber's Customer Service score was rated the highest by customers ages 41-45, and the lowest by customers ages 51-55.
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0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
18-25 3.7 | 18-25 | 3.7 |
26-30 4 | 26-30 | 4 |
31-35 4.2 | 31-35 | 4.2 |
36-40 4 | 36-40 | 4 |
41-45 4.3 | 41-45 | 4.3 |
51-55 3.6 | 51-55 | 3.6 |
Uber Customer Service Score by Usage
Uber's Customer Service score was rated the highest by customers who have used Uber's products/services for Over 10 Years, and the lowest by customers with Less than 1 Year of usage.
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Uber Customer Service Score by Industry
Uber's Customer Service score was rated the highest by Consulting industry customers, and the lowest by Architecture and Planning industry customers.
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Uber Customer Service vs. Competitors
Compared to its competitors, Uber's Customer Service score is rated right above Lyft, and is preceded by Grab.
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Customer Service for Other Travel and Hospitality Brands
In the Travel and Hospitality industry, Uber's Customer Service score is rated right above Dunkin', and is preceded by Ritz-Carlton.
| COMPANY | Customer Service Score | |
|---|---|---|
| In-N-Out Burger | 4.5/5 |
| Southwest Airlines | 4.3/5 |
| Chipotle | 4.2/5 |
| Delta Air Lines | 4.2/5 |
| Starbucks | 4.1/5 |
| Ritz-Carlton | 4.1/5 |
| Uber | 3.8/5 |
| Dunkin' | 3.8/5 |
| Airbnb | 3.6/5 |
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Uber as an Employer
4.7/5
Uber has a 4.7/5 stars for its overall company culture rated by their employees
top
5%
Consumer vs. Employees
Uber scored a 27 for Net Promoter Score and a 43 for Employee Net Promoter Score. NPS gauges how likely a customer of Uber would recommend the brand to a friend. ENPS measures how likely Uber employees would recommend working at Uber to a friend.
Net Promoter Score
27
NPS Score
| 51% | Promoters |
|---|---|
| 25% | Passive |
| 24% | Detractors |
Employee Net Promoter Score
43
eNPS Score
| 58% | Promoters |
|---|---|
| 27% | Passive |
| 15% | Detractors |
Global Ranking Snapshot
Uber is ranked #90 in the Global Top 100 Brands. It ranks just behind Johnson & Johnson and just ahead of Twitter.
| RANK | COMPANY | CEO | INDUSTRY | ||
|---|---|---|---|---|---|
88 |  | Mastercard |  | Michael Miebach | Banking and Financial Services |
89 |  | Johnson & Johnson |  | Alex Gorsky | Consumer Goods |
90 | | Uber | | Dara Khosrowshahi | Travel and Hospitality |
91 |  |  | Paraj Agrawal | Tech | |
92 |  | Procter & Gamble |  | David Taylor | Consumer Goods |
93 |  | 7-Eleven |  | Joseph M. DePinto | Retail |
94 |  | Coinbase |  | Brian Armstrong | Tech |
Travel and Hospitality Ranking Snapshot
Uber is ranked #12 in the Travel and Hospitality Industry. It ranks just behind Baskin Robbins and just ahead of Domino's Pizza.
| RANK | COMPANY | Location | |
|---|---|---|---|
10 |  | Hilton | Mclean, VA |
11 |  | Baskin Robbins | Canton, MA |
12 | | Uber | San Francisco, CA |
13 |  | Domino's Pizza | Ann Arbor, MI |
14 |  | Six Flags | Grand Prairie, TX |
15 |  | American Airlines | Fort Worth, TX |
16 |  | JetBlue Airways | Long Island City, NY |
Popular Brands in the Industry
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