BALTIMORE, MD—A new study from a Florida-based law firm ranks Maryland as the third-highest state in the nation for ride-share users seeking customer support. The analysis, conducted by Blakeley Law Firm, found that frustrated riders in the state are turning to online searches for help with issues like billing errors, safety concerns, and lost items.
The study, which analyzed Google search trends for keywords like “Uber Customer Support” and “Lyft Customer Support,” found that Maryland had 433 searches per 100,000 residents. This figure is approximately 2.3 times higher than the national average of 187. The state, with a population of roughly 6.3 million, recorded 27,290 support-related searches.
A spokesperson for the law firm remarked that the high volume of searches indicates “deeper systemic concerns” with how quickly and effectively ride-share companies respond to user needs. The spokesperson added that in order to rebuild rider trust and improve the customer experience, these companies should invest in more accessible support channels and streamline issue resolution processes.
The study was conducted by Blakeley Law Firm, P.A., which specializes in personal injury and wrongful death claims.
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