Experience continues to be a main driver of trust and acceptance for people when it comes to robotaxis.
Consumer confidence when riding in a fully automated, self-driving vehicle is 56 percentage points higher among those who have ridden in a robotaxi (76%) than the general population who have not had the experience (20%), according to the J.D. Power 2024 U.S. Robotaxi Experience Study. Exposure to the technology, as seen by non-riders in cities with robotaxi deployments, also improves consumer confidence (34%). Consumers rated their satisfaction with the experience as 8.53 on a 10-point scale.
When asked to describe their ideal robotaxi service, consumers consistently selected image attributes of safe, reliable and trusted. The consistency with which these metrics are prioritized among riders and non-riders (78% selected safe; 71% selected reliable; and 66% selected trusted), as well as the general population, indicates the foundational expectations of consumers.
The study is based on responses from 3,773 respondents comprised of 773 consumers living in cities where robotaxi services are available -- Dallas, Las Vegas, Los Angeles, Phoenix and San Francisco -- and a national sample of 3,000 consumers to better understand their perceptions and knowledge of the technology. To qualify in the targeted cities, respondents had to ride in a robotaxi and/or observe a robotaxi operating in their community. The two groups of participants are classified as riders and non-riders, respectively.
To learn more about the U.S. Robotaxi Experience Study, visit https://www.jdpower.com/business/us-robotaxi-experience-study.