Learnings from studying 1,000 college + high school students' app usage and wishes. Complete data set from the survey is available to the public as well (see link in the footnotes)
But is that that really the standard you want to hold yourself to when building a multi-billion dollar company? Being better than waiting for a cab in the rain? Uber is a premium service, and exists because of how bad the incumbent is/was. I commend Travis for holding Uber to a higher standard, and I think it is the role of users/fans to let him know when they fail to meet their standards.
As the original poster to Facebook that Travis is responding to, I'd just like to add a few thoughts here. First, I'm an early adopter of Uber and have been + remain a big fan of the company. Second, I commend Travis for taking the time to write out his thoughts and provide a well-thought out response--even if I don't fully agree with everything he wrote. Third, I think it's a good sign for Uber that a) people care enough to be talking about it...passionately; and b) their CEO is involved in the debate. Fourth, the quality in SF has been declining for those of us with a longitudinal view over time, and even if the top-line metric of overall reviews inflates the NPS score, the fact that this is striking a chord with "power users" should be alarming. Fifth, I think this is correctable, and is not unique for a company scaling this quickly. Thanks everyone for the debate. - Noah Lichtenstein
