GITNUXREPORT 2025

Customer Experience In The Mobility Industry Statistics

Enhanced mobility experience boosts loyalty, revenue, safety, and digital engagement.

Jannik Linder

Co-Founder of Gitnux, specialized in content and tech since 2016.

First published: April 29, 2025

Our Commitment to Accuracy

Rigorous fact-checking • Reputable sources • Regular updatesLearn more

Statistic 1

86% of customers are willing to pay more for better customer experience in the mobility industry

Statistic 2

78% of mobility customers say that a positive experience increases their loyalty

Statistic 3

65% of consumers prefer real-time support when using mobility services

Statistic 4

70% of mobility companies report that improving customer experience directly correlates with revenue growth

Statistic 5

82% of customers value transparency in pricing and policies in mobility services

Statistic 6

54% of consumers say easier booking processes improve their customer experience

Statistic 7

60% of electric vehicle customers cite seamless digital experience as a key factor in loyalty

Statistic 8

75% of mobility users would switch providers for better digital features

Statistic 9

65% of fleet managers say that data-driven insights improve customer experience

Statistic 10

77% of customers expect 24/7 support from mobility service providers

Statistic 11

52% of mobility companies invest in chatbot technology to enhance customer experience

Statistic 12

80% of customers prioritize safety features when choosing mobility options

Statistic 13

56% of customers cite ease of cancellations/refunds as critical to their experience

Statistic 14

83% of mobility users prefer integrated transportation options in a single app

Statistic 15

69% of consumers say that personalized offers improve their experience

Statistic 16

59% of mobility customers say that loyalty programs influence their choice of provider

Statistic 17

74% of fleet companies are deploying AI to improve customer service interactions

Statistic 18

63% of customers prefer contactless payment options in mobility services

Statistic 19

55% of users expect their mobility provider to offer mobile app support

Statistic 20

49% of mobility customers expect multilingual support in customer service

Statistic 21

71% of users would choose a mobility provider with better app usability

Statistic 22

80% of mobility companies track customer feedback to improve services

Statistic 23

58% of mobility users prefer vehicle features that support entertainment during rides

Statistic 24

67% of consumers value quick response times in customer service

Statistic 25

47% of customers report that user interface design impacts their overall satisfaction

Statistic 26

50% of mobility consumers have increased their digital engagement over the past year

Statistic 27

72% of users prefer mobility services that provide real-time updates

Statistic 28

44% of users feel that waiting times significantly affect their overall experience

Statistic 29

69% of users value clear communication regarding delays or disruptions

Statistic 30

59% of mobility customers would like more personalized notifications

Statistic 31

73% of consumers associate high-quality customer service with trust in the brand

Statistic 32

65% of users would like mobility apps to offer offline features

Statistic 33

62% of fleet operators report that digital onboarding improves customer satisfaction

Statistic 34

80% of customers appreciate proactive updates on service issues

Statistic 35

55% of mobility users want options for customizing their ride experience

Statistic 36

74% of users rate mobile app speed as crucial for a positive experience

Statistic 37

49% of customers believe that loyalty is increased by personalized communication

Statistic 38

68% of consumers expect that mobility providers will use AI for better personalization

Statistic 39

75% of customers prefer to access support via messaging instead of phone calls

Statistic 40

66% of users source their mobility booking decisions based on app reviews

Statistic 41

72% of customers look for environmentally friendly options when using mobility services

Statistic 42

66% of consumers are willing to pay a premium for eco-friendly rides

Statistic 43

45% of users abandon a ride-sharing app after poor customer service experience

Statistic 44

68% of users would recommend a mobility service after positive customer support experiences

Statistic 45

48% of users have experienced frustration due to technical issues in mobility apps

Statistic 46

61% of drivers in gig mobility sectors report improved satisfaction with automated customer support

Statistic 47

53% of customers have experienced cancellation issues that negatively affected their experience

Statistic 48

64% of customers would recommend a service that offers seamless digital integration

Slide 1 of 48

Sources

Our Reports have been cited by:

Trust Badges - Publications that have cited our reports

Key Highlights

86% of customers are willing to pay more for better customer experience in the mobility industry
78% of mobility customers say that a positive experience increases their loyalty
65% of consumers prefer real-time support when using mobility services
70% of mobility companies report that improving customer experience directly correlates with revenue growth
45% of users abandon a ride-sharing app after poor customer service experience
82% of customers value transparency in pricing and policies in mobility services
54% of consumers say easier booking processes improve their customer experience
60% of electric vehicle customers cite seamless digital experience as a key factor in loyalty
75% of mobility users would switch providers for better digital features
65% of fleet managers say that data-driven insights improve customer experience
77% of customers expect 24/7 support from mobility service providers
52% of mobility companies invest in chatbot technology to enhance customer experience
68% of users would recommend a mobility service after positive customer support experiences

In a rapidly evolving mobility landscape, delivering an exceptional customer experience is no longer just a bonus—it’s the key to loyalty, revenue, and staying ahead in a competitive market, as stunning statistics reveal that 86% of customers are willing to pay more for better service and 78% say it boosts their loyalty.

Customer Preferences and Expectations

86% of customers are willing to pay more for better customer experience in the mobility industry
78% of mobility customers say that a positive experience increases their loyalty
65% of consumers prefer real-time support when using mobility services
70% of mobility companies report that improving customer experience directly correlates with revenue growth
82% of customers value transparency in pricing and policies in mobility services
54% of consumers say easier booking processes improve their customer experience
60% of electric vehicle customers cite seamless digital experience as a key factor in loyalty
75% of mobility users would switch providers for better digital features
65% of fleet managers say that data-driven insights improve customer experience
77% of customers expect 24/7 support from mobility service providers
52% of mobility companies invest in chatbot technology to enhance customer experience
80% of customers prioritize safety features when choosing mobility options
56% of customers cite ease of cancellations/refunds as critical to their experience
83% of mobility users prefer integrated transportation options in a single app
69% of consumers say that personalized offers improve their experience
59% of mobility customers say that loyalty programs influence their choice of provider
74% of fleet companies are deploying AI to improve customer service interactions
63% of customers prefer contactless payment options in mobility services
55% of users expect their mobility provider to offer mobile app support
49% of mobility customers expect multilingual support in customer service
71% of users would choose a mobility provider with better app usability
80% of mobility companies track customer feedback to improve services
58% of mobility users prefer vehicle features that support entertainment during rides
67% of consumers value quick response times in customer service
47% of customers report that user interface design impacts their overall satisfaction
50% of mobility consumers have increased their digital engagement over the past year
72% of users prefer mobility services that provide real-time updates
44% of users feel that waiting times significantly affect their overall experience
69% of users value clear communication regarding delays or disruptions
59% of mobility customers would like more personalized notifications
73% of consumers associate high-quality customer service with trust in the brand
65% of users would like mobility apps to offer offline features
62% of fleet operators report that digital onboarding improves customer satisfaction
80% of customers appreciate proactive updates on service issues
55% of mobility users want options for customizing their ride experience
74% of users rate mobile app speed as crucial for a positive experience
49% of customers believe that loyalty is increased by personalized communication
68% of consumers expect that mobility providers will use AI for better personalization
75% of customers prefer to access support via messaging instead of phone calls
66% of users source their mobility booking decisions based on app reviews

Customer Preferences and Expectations Interpretation

With 86% of customers willing to pay extra for better experience and 78% loyalty linked to positive interactions, it's clear that in the mobility industry, seamless digital engagement, transparency, and personalized support are not just perks but the driving forces behind revenue, trust, and customer retention—making it a high-stakes race where only the most user-friendly and transparent players will accelerate ahead.

Environmental and Sustainability Concerns

72% of customers look for environmentally friendly options when using mobility services
66% of consumers are willing to pay a premium for eco-friendly rides

Environmental and Sustainability Concerns Interpretation

With 72% of customers seeking eco-friendly mobility options and 66% willing to pay extra, the industry’s green revolution isn't just good for the planet—it's good business sense.

Service Quality and Support

45% of users abandon a ride-sharing app after poor customer service experience
68% of users would recommend a mobility service after positive customer support experiences
48% of users have experienced frustration due to technical issues in mobility apps
61% of drivers in gig mobility sectors report improved satisfaction with automated customer support
53% of customers have experienced cancellation issues that negatively affected their experience

Service Quality and Support Interpretation

These statistics reveal that while nearly half of users abandon ride-sharing apps over poor service and many face technical hiccups, a robust support system can turn dissatisfaction into advocacy—highlighting that in mobility, customer support isn’t just a nicety, but a critical driver of loyalty.

Technology and Digital Innovation

64% of customers would recommend a service that offers seamless digital integration

Technology and Digital Innovation Interpretation

With 64% of customers ready to endorse a service boasting seamless digital integration, it's clear that in the mobility industry, good tech isn't just a convenience—it's the new currency of customer loyalty.