1. Swift response and refunds for incidents
2. Apology emails sent after incidents
3. Prompt resolution of technical issues
4. Promotional offers
5. Easy to contact customer service
6. Accepts debit cards as payment

1. Drivers often cancel 10 minutes out, leaving the user stranded for long periods of time.
2. There is no way to contact customer service regarding the issue without reporting the current driver.
3. Lyft is becoming as unreliable as taxis, which are more expensive.
4. Users are not given a credit on their account when the wait time exceeds the estimate given by Lyft.

1. Reach out to the customer to apologize and offer a resolution.
   • The customer has had a negative experience with the product and it is important to apologize and offer a resolution to ensure that the customer feels heard and valued.
2. Investigate the driver's behavior.
   • The customer has expressed suspicion about the driver's behavior and it is important to investigate the situation to ensure that the driver is following the company's policies and procedures.
3. Improve customer service.
   • The customer has expressed frustration with the lack of customer service and it is important to improve customer service to ensure that customers can get the help they need in a timely manner.
4. Review security policies.
   • The customer has expressed concern about security policies and it is important to review security policies to ensure that customer data is protected.
5. Improve communication with drivers.
   • The customer has expressed frustration with the lack of communication with drivers and it is important to improve communication with drivers to ensure that customers can get the help they need in a timely manner.

Roadmap for Improving the App

1. Increase reliability of the app by ensuring that rides are available when needed.
2. Improve customer service by providing more efficient and timely responses to customer inquiries.
3. Offer discounts and promotions to encourage more people to use the app.
4. Develop a rewards program to incentivize customers to use the app more often.
5. Improve the user interface to make it easier to use.
6. Add more payment options to make it easier for customers to pay for rides.
7. Increase safety measures to ensure the safety of customers.
8. Expand the service to more areas to make it more accessible.