Waymo's "Poor" 70% Satisfaction Rate Is Actually A Triumph

Recent leaks of Waymo rider satisfaction scores reported by "The Information" (paywall) suggest that in the Phoenix area, Waymo has gotten 70% 5-star and 30% lesser feedback from riders over about 6,100 trips. Another 4,000 trips in the San Francisco Bay Area, taken by employees, have a lower score, with 47% having some problem. Problems included bad routes, occasional driving issues, being dropped off at less convenient spots and even a few worries about safety but no actual incidents. The analysis in the original piece is somewhat negative, feeling this feedback rate is problematic. I think in many ways it's a triumph. This is, after all, one of the most complex and difficult consumer product challenges ever attempted.