Is Uber at Strike Two?

What social media conversations can tell us about consumer loyalty

The story of how the tussle between ridesharing companies Lyft and Uber will play out remains unclear, but if the buzz on social media is anything to go by, it’s turning out to be another David and Goliath story.

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Following the public outcry that ensued after ex-Uber employee Susan Fowler’s account of being sexually harassed by her manager, Crimson Hexagon tuned into social conversations about Uber, and let’s just say, the company has seen better days. Although conversation volume ticked up in February for the ride-sharing giant, it was more break-up letters than bouquets.

Share of voice comparison from 2017-01-20 to 2017-02-23 (1) Net sentiment comparison from 2017-01-20 to 2017-02-23 (1)

And given that consumer sentiment on social media is headed south, Uber could be walking on eggshells a little while longer. The Susan Fowler episode added to the rancor against the company.

A lot if not all of Uber’s hate transformed into love for Lyft and the tweets also measure some of this damage.

Twitter Mentions from 2017-01-22 to 2017-02-22 (2)

Twitter Hashtags from 2017-01-21 to 2017-02-22 (1)

This is for Uber’s attention but if users are still listening, the company wants them to know that it’s hurting.

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