Canstar Blue’s ridesharing review has seen DiDi, Ola and Uber compared on customer service, reliability & timing, cleanliness and availability of vehicles, website and app navigation, deals, value for money and overall satisfaction.
Heading out with friends? Going to the airport? Running late for work? Forget taxis, peer-to-peer ridesharing has become a more convenient and cheaper way to travel. It’s given us the freedom of fare estimates and real time tracking of our rides, as well as added security. It all started with Uber back in 2012 (in Australia) and now other ridesharing services have popped up all over, to give us more choice and competitive fares.
But, how do we know which ridesharing platform is best in terms of reliability, service and other important factors we value as customers? To find out, Canstar Blue surveyed over 900 Aussies for their feedback on the ridesharing services they have used in the last six months. Respondents were asked to rate each platform on customer service, reliability and timing, cleanliness and availably of vehicles, website and app navigation, deals, value for money and overall satisfaction. Those which met the minimum required survey sample size of 30 responses are included in the results.
Canstar Blue’s inaugural review featured three popular ridesharing platforms, with DiDi rated best for overall satisfaction and all other categories.
Here are the best ridesharing services in Australia, as rated by consumers in Canstar Blue’s 2020 review:
DiDi steered to the top of our ridesharing ratings with a strong five-star finish across the board. DiDi received full marks in all categories including customer service, reliability and timing, cleanliness and availability of vehicles, website and app navigation, deals, value for money and overall satisfaction.
Runner-up Ola also managed to score five-star ratings for customer service and deals, and finished on a solid four stars for value for money, availability of vehicles and overall satisfaction, though got three stars in the remaining categories.
Meanwhile big wheel Uber only achieved five stars for availability of vehicles, but scored four stars to beat Ola for cleanliness of vehicles, website and app navigation, and reliability and timing. It also got four stars for its customer service. It rounded out the results on three stars for value for money and overall satisfaction, with just two stars for deals.
DiDi is a Chinese-owned peer-to-peer ride sharing service with more than 550 million active users worldwide (and counting). This platform landed on our shores in 2018 and was quick to steal some market share thanks to its comparatively low-fares. Aside from that, DiDi offers the same services and functions you’d expect from any ride share platform, such as the ability to get an instant fare estimate for your destination, track your ride in real time and to share your location with others for extra safety. DiDi Express is the most popular ride option which allows you to connect with a vehicle nearest to you. You also have the option to contact your driver via phone and in-app messaging. DiDi is only available (at the time of writing) in Melbourne, Geelong, Sydney, Newcastle, Brisbane, Gold Coast, Sunshine Coast and Perth. It’s available to download on iOS and Android.
An India-based company, Ola is another well-known on-demand rideshare service that motored its way to Australia in 2018. This platform works like other peer-to-peer rideshares by allowing you to estimate your face costs before booking a trip with contactless payments, to track your ride in real time and save your favourite destinations on the app to save you the hassle of entering your home or work address every time. Ola also offers various vehicle options to choose from including:
Ola is currently available in 22 Australian towns and cities, including Sydney, Melbourne, Brisbane, Sunshine Coast, Gold Coast, Adelaide, Perth, Canberra, Darwin and Hobart. It’s available to download on iOS and Android. The company recently launched ‘Ola Deliveries’ to deliver food, groceries, parcels and even alcohol to your door, for a fee of course.
Uber is the original ridesharing service, with the largest network of active riders and users. It’s available widely in Australia and in over 700 cities worldwide. With Uber, you can get rides on demand basically anywhere, compare prices for different ride options at the swipe of a button and track your ride in real time, while also sharing your location with friends and family if you want to. Uber offers a few different economy and premium ride options to choose from, including:
Shebah is an all-women ridesharing service which offers a transport option to women (and those who identify as women) and children on a platform that is profitable to female drivers. Of course, men can travel with Shebah if they’re accompanied by a woman. It’s currently the only rideshare service in Australia that can legally transport kids, as all its drivers have a Working with Children’s Check. This includes transporting kids in child seats and boosters, plus unaccompanied children.
GoCatch is another Aussie-owned rideshare service which offers on-demand rides and advanced bookings for economy and premium vehicles with a fixed upfront fare, for airport transfers and private transfers, as well as taxi services and premium car bookings. GoCatch has a loyalty program GoCatch Rewards which allows you to earn and redeem GoCoins to become a GoCatch VIP member and claim exclusive offers and discounts.
Bolt claims to offer fast, affordable rides anywhere you go. The ridesharing service claims to offer the best rates in every city, but this is of course subjective to users. Bolt works like any other peer-to-peer rideshare – just pick your destination, request a ride, agree on a fare and meet your driver outside. Unlike other rideshare services, Bolt only has one type of vehicle to choose, which means travelling in big groups may be out of the window. This service is only available in Australian capital cities. It’s available to download on iOS and Android.
Think of ridesharing as the Tinder of transportation. If you’re looking for a lift, or to get somewhere fast, peer-to-peer ridesharing can match you with drivers of private vehicles near you, so you can get a ride to your destination. The beauty of these types of services is that they allow you to get a fare estimate before you book a ride, so you know exactly how much you’ll pay before hopping in the car. Gone are the days of watching the taxi fare meter tick in horror with no way out. Ridesharing services work through apps, making it convenient to book and track your ride in real time.
This report was written by Canstar Blue’s home & lifestyle journalist, Tahnee-Jae Lopez-Vito. She’s an expert on household appliances, grooming products and all things grocery and shopping. In addition to translating our expert research into consumer-friendly ratings reports, Tahnee spends her time helping consumers make better-informed purchase decisions on all manner of consumer goods and services, while highlighting the best deals and anything you need to be aware of.
Canstar Blue surveyed more than 3,000 Australian adults across a range of categories to measure and track customer satisfaction, via ISO 26362 accredited research panels managed by Qualtrics. The outcomes reported are the results from customers who have used a ridesharing service in the last six months– in this case, 927 people.
Brands must have received at least 30 responses to be included. Results are comparative and it should be noted that brands receiving three stars have still achieved a satisfaction measure of at least six out of 10. Not all brands available in the market have been compared in this survey. The ratings table is first sorted by star ratings and then by mean overall satisfaction. A rated brand may receive a ‘N/A’ (Not Applicable) rating if it does not receive the minimum number of responses for that criteria.