The traveling public has a conflicted view of robotaxis, as demonstrated in new study results that show the difference lies in whether a person has actually ridden in one.

Of those who have been driven around by an automated vehicle, their satisfaction is not far from a perfect 10, according to a survey conducted by J.D. Power.

The robotaxi riders rated the experience at 8.5 points on a 10-point scale.

The difference between riders and nonriders is stark, according to the research results. Of those who’ve hailed a robotaxi, 76% express confidence in the travel mode, compared to 20% of those who haven’t tried it. Even people exposed to passing occupied robotaxis in a city who haven’t actually ridden in one themselves give the idea a higher vote of confidence: 34%.

Not surprisingly, people are focused on the safety aspects of the concept. Still, limited service areas and cost considerations continue to make it a novelty choice rather than a go-to one that can meet most people’s regular transportation needs, the study concluded.

J.D. Power expanded its robotaxi study this year to Dallas, Los Angeles, Las Vegas, Phoenix and San Francisco and included robotaxi brand results. Nearly 800 people responded in the cities where robotaxi service is offered, plus a national sample of 3,000.

“The robotaxi segment is still anyone’s game, given that most people are not familiar with robotaxi brands and haven’t formed a clear associative imagery,” said Kathleen Rizk, J.D. Power senior director of user experience benchmarking and technology. 

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