Ride-Hailing Rider Safety & Trust Assessment

Welcome to this survey about your experiences with ride-hailing services (e.g., Uber, Lyft, Grab, Bolt). This study takes approximately 13 minutes to complete. Your participation is entirely voluntary, and you may stop at any time without consequence. There are no right or wrong answers—we are simply interested in your honest opinions and experiences. All responses are confidential and will be anonymized. Results will be reported only in aggregate and used to understand rider experiences and inform service improvements. By continuing, you confirm that you are 18 years of age or older and consent to participate.

When did you most recently use a ride-hailing app (e.g., Uber, Lyft, Grab)?

• Within the past 30 days
• 1–3 months ago
• 4–6 months ago
• 7–12 months ago
• More than 12 months ago
• I have never used a ride-hailing app

Approximately how many ride-hailing trips have you taken in the past 30 days?

• 0
• 1–2
• 3–5
• 6–10
• 11–20
• More than 20

In which situations do you most often use ride-hailing? Select all that apply.

• Commuting to work or school
• Late night travel
• Social events or dining out
• Airport or train station transfers
• Navigating unfamiliar areas
• When the weather is bad
• When public transit is unavailable or inconvenient
• Other (please specify)
• None of the above

We'd like to understand how you feel about safety when using ride-hailing services. Please answer the following questions based on your overall experience.

In the past 12 months, have you experienced any of the following while using ride-hailing? Select all that apply.

• Driver drove unsafely (e.g., speeding, distracted driving)
• Driver deviated from the planned route without explanation
• Vehicle felt poorly maintained or unsafe
• Driver made me uncomfortable with comments or behavior
• App/location mismatch at pickup
• Fare or route transparency concerns
• None of the above
• Prefer not to say

Please rank the following safety features by how much they increase your feeling of safety as a rider. Drag the most important feature to the top.

1. In-app SOS or emergency assistance
2. Real-time trip sharing with trusted contacts
3. Driver identity verification and photo matching
4. License plate and vehicle match confirmation
5. 24/7 responsive human support
6. Ability to record audio or video during a trip

Thinking about the ride-hailing app you use most often, please answer the following.

Based on your responses in this survey, is there anything else you would like to share about your ride-hailing safety or trust experiences?

Finally, a few optional questions about you. These help us understand how different groups of riders experience ride-hailing safety.

Thank you for completing this survey. Your input is valuable and will be used to help improve rider safety and trust in ride-hailing services. If you have any questions about this research, please contact the research team at the email provided in your invitation.

Which ride-hailing apps have you used in the past 6 months? Select all that apply.

• Uber
• Lyft
• Bolt
• Grab
• DiDi
• Ola
• inDrive
• Other (please specify)
• Prefer not to say

Which factors, if any, limit how often you use ride-hailing? Select all that apply.

• High prices or surge pricing
• Availability of drivers in my area
• Concerns about personal safety
• Concerns about driver behavior
• Preference for public transit, walking, or cycling
• Negative past experiences
• App usability or technical issues
• Payment or billing trust issues
• Nothing limits my use
• Other (please specify)

Overall, how safe do you feel when using ride-hailing services as a rider?

You mentioned experiencing an issue. Please briefly describe what happened and what could have improved your safety.

What is one thing ride-hailing companies could do to help you feel safer as a rider?

How much do you trust your primary ride-hailing app to keep you safe as a rider?

Thank you for your responses so far. We would like to explore a few of your answers in more depth. An AI moderator will ask you 1–2 brief follow-up questions about your ride-hailing safety experiences.

What is your age group?

• 18–24
• 25–34
• 35–44
• 45–54
• 55–64
• 65 or older
• Prefer not to say

Which ride-hailing app do you use most often?

• Uber
• Lyft
• Bolt
• Grab
• DiDi
• Ola
• inDrive
• No single primary app
• Other (please specify)
• Prefer not to say

I trust that the driver assigned to my ride is who they say they are.

How likely are you to recommend your primary ride-hailing app to a friend or colleague?

What is your gender?

• Woman
• Man
• Non-binary
• Prefer to self-describe
• Prefer not to say

I feel confident that my ride-hailing app would help me quickly if something went wrong during a trip.

In which country or region do you most often use ride-hailing?

• United States
• United Kingdom
• Canada
• Australia
• India
• Brazil
• Mexico
• Nigeria
• South Africa
• Southeast Asia
• Middle East
• Europe (other)
• Other (please specify)
• Prefer not to say

I feel comfortable riding alone in a ride-hailing vehicle at night.

What is the highest level of education you have completed?

• Less than high school
• High school or equivalent
• Some college, no degree
• Associate degree
• Bachelor's degree
• Postgraduate degree
• Prefer not to say

I believe ride-hailing apps do a good job of screening and monitoring their drivers.

What is your current employment status?

• Employed full-time
• Employed part-time
• Self-employed
• Student
• Unemployed and seeking work
• Not seeking work
• Homemaker or caregiver
• Retired
• Prefer not to say