Lyft
lyft.com ↗In their words
“The retention rate is super high. It's greater than 70%. I think we've said 70% in the past. It's up to about 75% right now”
“While it's still very early days, our initial NPS scores are industry leading. In addition to helping drivers with their personal vehicles, we're continuing to grow our Express Drive rental program to expand access to Lyft driving for more people.”
“Lyft CEO states 'customer obsession drives profitable growth'; company saw engagement and retention grow with gross bookings up 19% year-over-year.”
NPS disclosures (10)
Our SCC team focuses on driving results based on experience-based metrics including First Contact Resolution, which is the number of support tickets resolved during first contact with a driver or rider, and Net Promoter Score.
Our SCC team focuses on driving results based on experience-based metrics including First Contact Resolution, which is the number of support tickets resolved during first contact with a driver or rider, and Net Promoter Score.
Our SCC team focuses on driving results based on experience-based metrics including First Contact Resolution, which is the number of support tickets resolved during first contact with a driver or rider, and Net Promoter Score.
Our CET team focuses on driving results based on experience-based metrics including First Contact Resolution, which is the number of support tickets resolved during first contact with a driver or rider, and Net Promoter Score.
While it's still very early days, our initial NPS scores are industry leading. In addition to helping drivers with their personal vehicles, we're continuing to grow our Express Drive rental program to expand access to Lyft driving for more people.
Lyft executive discusses detailed analysis of Net Promoter Score to optimize customer and driver retention.
Lyft's roadside assistance programme showed an increase in Net Promoter Score during in-market piloting.
155 Table of Contents support tickets resolved during first contact with a driver or rider, and Net Promoter Score. CET aims to eliminate bad customer experiences, quickly resolve problems when they occur and maintain trust with drivers and riders.
154 Table of Contents support tickets resolved during first contact with a driver or rider, and Net Promoter Score. CET aims to eliminate bad customer experiences, quickly resolve problems when they occur and maintain trust with drivers and riders.
147 Table of Contents support tickets resolved during first contact with a driver or rider, and Net Promoter Score. CET aims to eliminate bad customer experiences, quickly resolve problems when they occur and maintain trust with drivers and riders.
Retention disclosures (4)
Lyft CEO states 'customer obsession drives profitable growth'; company saw engagement and retention grow with gross bookings up 19% year-over-year.
Lyft launches a free loyalty program designed to enhance customer retention and deepen user engagement.
Retention rate (Price Lock membership): 75% (Q1 2025) — “the retention rate is super high. It's greater than 70%. I think we've said 70% in the past. It's up to about 75% right now”
Lyft uses AI-powered chat to secure customer loyalty and boost retention.
Lighthouse companies in Transport & logistics
About these figures
Every figure here was publicly disclosed by the named company: press releases, annual reports, SEC filings, earnings calls and news coverage. Companies tend to publish their NPS when it is good, so these numbers run higher than a true industry average: read them as what leading companies in this vertical say publicly, not as an industry benchmark.
NPS runs from −100 to +100. Retention figures are reported as the company defines them (net revenue retention, gross revenue retention, customer retention rate, churn). Every entry links to its source in the full database.