Despegar
Despegar
Despegar
69/100
69/100
Overall CX Score
Overall CX Score
Despegar
This is customized report built by Clarity, using AI to analyze feedback from platforms like the App Store and Reddit
CX Intelligence
Key Metrics
CX Intelligence
Key Metrics
33.5/40
33.5/40
Customer Rating Score
Customer Rating Score
19.3/40
19.3/40
Support Sentiment Score
Support Sentiment Score
16.2/20
16.2/20
Recommendation Intent Score
Recommendation Intent Score
Score Breakdown
Score Breakdown
Score Breakdown
of Despegar's CX Intelligence Score
of Despegar's CX Intelligence Score
of Despegar's CX Intelligence Score
Average rating is 4.18/5 across 3,750 reviews. 71% are 5-star ratings. 17% are 1-2 stars, showing polarization.
Customer Rating Score: 33.5/40
Average rating is 4.18/5 across 3,750 reviews. 71% are 5-star ratings. 17% are 1-2 stars, showing polarization.
Customer Rating Score: 33.5/40
Average rating is 4.18/5 across 3,750 reviews. 71% are 5-star ratings. 17% are 1-2 stars, showing polarization.
Customer Rating Score: 33.5/40
Only 5% mention support. 18% praise it, 18% criticize it. Most support references are neutral.
Customer Support Sentiment Score: 19.3/40
Only 5% mention support. 18% praise it, 18% criticize it. Most support references are neutral.
Customer Support Sentiment Score: 19.3/40
Only 5% mention support. 18% praise it, 18% criticize it. Most support references are neutral.
Customer Support Sentiment Score: 19.3/40
81% are promoters actively recommending Despegar. 9% are detractors discouraging use. Strong advocacy among satisfied users.
Recommendation Intent Score: 16.2/20
81% are promoters actively recommending Despegar. 9% are detractors discouraging use. Strong advocacy among satisfied users.
Recommendation Intent Score: 16.2/20
81% are promoters actively recommending Despegar. 9% are detractors discouraging use. Strong advocacy among satisfied users.
Recommendation Intent Score: 16.2/20
Key Findings
Key Findings
Key Findings
Usability, Value
Strengths
Ease of use consistently praised. Competitive pricing drives satisfaction. Speed and travel variety build confidence.
Usability, Value
Strengths
Ease of use consistently praised. Competitive pricing drives satisfaction. Speed and travel variety build confidence.
Usability, Value
Strengths
Ease of use consistently praised. Competitive pricing drives satisfaction. Speed and travel variety build confidence.
Checkout Bugs
Opportunities
App crashes during checkout. Price changes between search and payment. Coupon activation frequently fails.
Checkout Bugs
Opportunities
App crashes during checkout. Price changes between search and payment. Coupon activation frequently fails.
Checkout Bugs
Opportunities
App crashes during checkout. Price changes between search and payment. Coupon activation frequently fails.
Billing/Support Failures
Critical Issues
Charged amounts exceed displayed prices. Refund processes leave users stranded. Support unresponsive during disputes.
Billing/Support Failures
Critical Issues
Charged amounts exceed displayed prices. Refund processes leave users stranded. Support unresponsive during disputes.
Billing/Support Failures
Critical Issues
Charged amounts exceed displayed prices. Refund processes leave users stranded. Support unresponsive during disputes.
Quotes
Most Impactful Quotes from Customers
Quotes
Most Impactful Quotes from Customers
Quotes
Most Impactful Quotes from Customers
Promoter
La verdad, que muy sencillo de usar, compare muchos precios en otros lugares y aquí era el mejor. Y los descuentos eran de verdad aunque pequeños pero cualquier descuento es bienvenido. Muy buena la app
Neutral
No se pudieron activar los cupones prometidos, en los canales de comunicación no dieron respuestas
Detractor
No recomiendo usar esta app porque cobran un monto diferente al publicado. Compre 2 pasajes a pasto Colombia y el precio publicado era de 610.000 pesos colombianos y ellos me cobraron 2.100.000 y no me regresaron el dinero que me cobraron de más, mi esposa tuvo una experiencia similar y tampoco le regresaron el dinero. Son unos estafadores
Customized Action Plan
Customized Action Plan
Customized Action Plan
Stage 1
Implement 15-minute price lock after search. Prevents checkout price changes. Rebuilds trust in displayed pricing.
Create refund status dashboard. Show case progress and resolution time. Provide clear escalation path.
Trial Clarity's AI Agents for coupon and app error inquiries. Deflect simple technical questions. Reduce support load.
Stage 2
Launch proactive flight change alerts. Offer self-service rebooking. Reduce surprise cancellations.
Build advocacy program with satisfied users. Amplify pricing and ease-of-use messaging. Leverage promoter enthusiasm.
Deploy Clarity's AI Agents in Spanish and Portuguese. Provide 24/7 cancellation and refund support. Handle booking modifications.
Stage 3
Launch proactive flight change alerts. Offer self-service rebooking. Reduce surprise cancellations.
Build advocacy program with satisfied users. Amplify pricing and ease-of-use messaging. Leverage promoter enthusiasm.
Scale Clarity's AI Agents with VoC analytics. Surface emerging pain points automatically. Feed insights to product teams.
Stage 1
Implement 15-minute price lock after search. Prevents checkout price changes. Rebuilds trust in displayed pricing.
Create refund status dashboard. Show case progress and resolution time. Provide clear escalation path.
Trial Clarity's AI Agents for coupon and app error inquiries. Deflect simple technical questions. Reduce support load.
Stage 2
Launch proactive flight change alerts. Offer self-service rebooking. Reduce surprise cancellations.
Build advocacy program with satisfied users. Amplify pricing and ease-of-use messaging. Leverage promoter enthusiasm.
Deploy Clarity's AI Agents in Spanish and Portuguese. Provide 24/7 cancellation and refund support. Handle booking modifications.
Stage 3
Launch proactive flight change alerts. Offer self-service rebooking. Reduce surprise cancellations.
Build advocacy program with satisfied users. Amplify pricing and ease-of-use messaging. Leverage promoter enthusiasm.
Scale Clarity's AI Agents with VoC analytics. Surface emerging pain points automatically. Feed insights to product teams.
Stage 1
Implement 15-minute price lock after search. Prevents checkout price changes. Rebuilds trust in displayed pricing.
Create refund status dashboard. Show case progress and resolution time. Provide clear escalation path.
Trial Clarity's AI Agents for coupon and app error inquiries. Deflect simple technical questions. Reduce support load.
Stage 2
Launch proactive flight change alerts. Offer self-service rebooking. Reduce surprise cancellations.
Build advocacy program with satisfied users. Amplify pricing and ease-of-use messaging. Leverage promoter enthusiasm.
Deploy Clarity's AI Agents in Spanish and Portuguese. Provide 24/7 cancellation and refund support. Handle booking modifications.
Stage 3
Launch proactive flight change alerts. Offer self-service rebooking. Reduce surprise cancellations.
Build advocacy program with satisfied users. Amplify pricing and ease-of-use messaging. Leverage promoter enthusiasm.
Scale Clarity's AI Agents with VoC analytics. Surface emerging pain points automatically. Feed insights to product teams.
Your voice of customer, unified
Your voice of customer, unified
Bring all your feedback into one place—so product, support, customer experience and leadership work from the same source of truth.
Create experiences people remember for the right reasons
Chat with our team to talk through build vs. buy and how to level up your customer experience.
Create experiences people remember for the right reasons
Chat with our team to talk through build vs. buy and how to level up your customer experience.
Create experiences people remember for the right reasons
Chat with our team to talk through build vs. buy and how to level up your customer experience.
How leading brands use Clarity
How leading brands use Clarity
20 million
Monthly Customers
We can search everything instantly, see the numbers, and even build our own customizable feedback dashboards.
Alexandra Motto
Director of Product & Design Operations
“Clarity treats all of our unstructured customer feedback like true data. Their NLP models pick up on sentiment and sort it into categories. We can search everything instantly, see the numbers, and even build our own customizable feedback dashboards.”
20 million
Monthly Customers
We can search everything instantly, see the numbers, and even build our own customizable feedback dashboards.
Alexandra Motto
Director of Product & Design Operations
“Clarity treats all of our unstructured customer feedback like true data. Their NLP models pick up on sentiment and sort it into categories. We can search everything instantly, see the numbers, and even build our own customizable feedback dashboards.”
20 million
Monthly Customers
We can search everything instantly, see the numbers, and even build our own customizable feedback dashboards.
Alexandra Motto
Director of Product & Design Operations
“Clarity treats all of our unstructured customer feedback like true data. Their NLP models pick up on sentiment and sort it into categories. We can search everything instantly, see the numbers, and even build our own customizable feedback dashboards.”
126 million
global subscribers
126 million
global subscribers
126 million
global subscribers
700 million
weekly active customers
Chosen by OpenAI to surface insights from customer conversations securely.
700 million
weekly active customers
Chosen by OpenAI to surface insights from customer conversations securely.
700 million
weekly active customers
Chosen by OpenAI to surface insights from customer conversations securely.
Clarity cuts VoC analysis time by 55%, helping Minoan prioritize high-impact features fast
Jen Barwick
Head of Customer Experience
"Clarity helps us replace guesswork with real data from our feedback. I can go into product meetings with clear evidence"
Clarity cuts VoC analysis time by 55%, helping Minoan prioritize high-impact features fast
Jen Barwick
Head of Customer Experience
"Clarity helps us replace guesswork with real data from our feedback. I can go into product meetings with clear evidence"
Clarity cuts VoC analysis time by 55%, helping Minoan prioritize high-impact features fast
Jen Barwick
Head of Customer Experience
"Clarity helps us replace guesswork with real data from our feedback. I can go into product meetings with clear evidence"
70 million
weekly active customers
Turning rider and captain feedback into smarter everyday experiences
70 million
weekly active customers
Turning rider and captain feedback into smarter everyday experiences
70 million
weekly active customers
Turning rider and captain feedback into smarter everyday experiences
467,000
monthly customers
467,000
monthly customers
467,000
monthly customers
System normal
System normal
System normal