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Consumers who experience robotaxi rides report high satisfaction, with technology being the top factor driving positive feedback, according to the J.D. Power 2024 U.S. Robotaxi Experience Study. While initial skepticism is common, actual rides increase trust and satisfaction, with 56% higher confidence among riders compared to non-riders. The study also reveals consumers’ expectations for safety, reliability, and trust as crucial elements of an ideal robotaxi service.
Key Highlights:
- High Satisfaction with Robotaxis: Consumers who have ridden in robotaxis rate their experience at 8.53 out of 10, with vehicle technology as the leading contributor.
- Increased Confidence: Confidence in self-driving vehicles rises to 76% among those who have experienced a ride, compared to 20% for those who have not.
- Consumer Priorities: Safety, reliability, and trust are the most desired attributes for an ideal robotaxi service.
- Technology Performance: Riders rate the vehicle’s adherence to traffic laws and overall performance in normal conditions highly.
J.D. Power’s latest study expands its coverage to five major markets: Dallas, Las Vegas, Los Angeles, Phoenix, and San Francisco. It includes insights from both riders and non-riders of robotaxis, as well as analysis of leading brands like Cruise, Waymo, May Mobility, Motional, and Zoox.
Consumers consistently prioritize safety features such as an emergency button, location-sharing with authorities, and selecting specific safety features when defining their ideal robotaxi service. Robotaxis are currently viewed as a novelty, largely due to limitations in service area and cost. Riders appreciate attributes such as the vehicle’s adherence to traffic laws, with high ratings for obeying rules and performing well in regular traffic.
Preferences between robotaxis and traditional rideshare services (e.g., Uber, Lyft) vary by scenario. For private conversations, 77% of riders prefer robotaxis, whereas rideshare services are favored when navigating unfamiliar areas.
The J.D. Power study is based on responses from over 3,700 participants, including those in robotaxi-deployed cities and a national sample, providing comprehensive insights into consumer attitudes toward autonomous transportation.
For more details, visit J.D. Power’s U.S. Robotaxi Experience Study.
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