eMag
eMag
eMag
72.7/100
72.7/100
Overall CX Score
Overall CX Score
eMag
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
36.6/40
36.6/40
Customer Rating Score
Customer Rating Score
19.2/40
19.2/40
Support Sentiment Score
Support Sentiment Score
16.9/20
16.9/20
Recommendation Intent Score
Recommendation Intent Score
Score Breakdown
Score Breakdown
Score Breakdown
of eMag's CX Intelligence Score
of eMag's CX Intelligence Score
of eMag's CX Intelligence Score
eMag maintains a strong 4.58 average rating across 12,301 reviews. 84.5% are 5-star reviews, showing high satisfaction. However, 7.6% are 1-star, indicating polarized experiences.
Customer Rating Score: 36.6/40
eMag maintains a strong 4.58 average rating across 12,301 reviews. 84.5% are 5-star reviews, showing high satisfaction. However, 7.6% are 1-star, indicating polarized experiences.
Customer Rating Score: 36.6/40
eMag maintains a strong 4.58 average rating across 12,301 reviews. 84.5% are 5-star reviews, showing high satisfaction. However, 7.6% are 1-star, indicating polarized experiences.
Customer Rating Score: 36.6/40
Support is mentioned in 211 reviews (1.7% of total). Negative sentiment slightly outweighs positive (28 vs 20 reviews). Common complaints include inability to reach human agents and reliance on automated chat.
Customer Support Sentiment Score: 19.2/40
Support is mentioned in 211 reviews (1.7% of total). Negative sentiment slightly outweighs positive (28 vs 20 reviews). Common complaints include inability to reach human agents and reliance on automated chat.
Customer Support Sentiment Score: 19.2/40
Support is mentioned in 211 reviews (1.7% of total). Negative sentiment slightly outweighs positive (28 vs 20 reviews). Common complaints include inability to reach human agents and reliance on automated chat.
Customer Support Sentiment Score: 19.2/40
84.6% of reviewers are promoters, demonstrating strong advocacy. Only 8.8% are detractors. High ratings drive recommendation intent despite operational pain points.
Recommendation Intent Score: 16.9/20
84.6% of reviewers are promoters, demonstrating strong advocacy. Only 8.8% are detractors. High ratings drive recommendation intent despite operational pain points.
Recommendation Intent Score: 16.9/20
84.6% of reviewers are promoters, demonstrating strong advocacy. Only 8.8% are detractors. High ratings drive recommendation intent despite operational pain points.
Recommendation Intent Score: 16.9/20
Key Findings
Key Findings
Key Findings
Core Strengths
Strengths
Fast delivery is consistently praised across positive reviews. The product selection and variety receive strong appreciation. The app interface is described as intuitive and easy to use.
Core Strengths
Strengths
Fast delivery is consistently praised across positive reviews. The product selection and variety receive strong appreciation. The app interface is described as intuitive and easy to use.
Core Strengths
Strengths
Fast delivery is consistently praised across positive reviews. The product selection and variety receive strong appreciation. The app interface is described as intuitive and easy to use.
Platform Improvements
Opportunities
Language support is the most frequent request, with multiple reviews asking for English. Delivery time accuracy needs improvement, as reviews cite misleading estimates. Return policies for international sellers lack transparency.
Platform Improvements
Opportunities
Language support is the most frequent request, with multiple reviews asking for English. Delivery time accuracy needs improvement, as reviews cite misleading estimates. Return policies for international sellers lack transparency.
Platform Improvements
Opportunities
Language support is the most frequent request, with multiple reviews asking for English. Delivery time accuracy needs improvement, as reviews cite misleading estimates. Return policies for international sellers lack transparency.
Access Failures
Critical Issues
Customer service accessibility is severely limited, with no phone/email options. Automated chat provides boilerplate responses causing frustration. Account access issues for users with non-Romanian phone numbers block service entirely.
Access Failures
Critical Issues
Customer service accessibility is severely limited, with no phone/email options. Automated chat provides boilerplate responses causing frustration. Account access issues for users with non-Romanian phone numbers block service entirely.
Access Failures
Critical Issues
Customer service accessibility is severely limited, with no phone/email options. Automated chat provides boilerplate responses causing frustration. Account access issues for users with non-Romanian phone numbers block service entirely.
Quotes
Most Impactful Quotes from Customers
Quotes
Most Impactful Quotes from Customers
Quotes
Most Impactful Quotes from Customers
Promoter
It's pretty much Romania's Amazon with quick delivery, great selection and all the perks of online shopping. Love it.
Neutral
Se minte din ce în ce mai mult și mai des legat termenul de livrare. Asta mă dezamăgește. Nu va obliga nimeni să afișați mare și tare 'comanda până la ora X și primești mâine' dacă nu este realist sau posibil lucrul acesta.
Detractor
If you have a problem good luck, no email or phone number, just an automated chat, if you submit an issue through the support page you'll get back a boilerplate response in a few days. Run away!!!!
Customized Action Plan
Customized Action Plan
Customized Action Plan
Stage 1
Add English language option to app and website to address the most frequent user request (referenced in 15+ reviews) and expand accessibility for international customers.
Improve delivery time accuracy by implementing realistic ETAs based on actual fulfillment data to reduce the disappointment cited in multiple Romanian-language reviews.
Trial Clarity's AI Agents to handle the top 3 automated inquiry types (order status, returns, delivery tracking) mentioned in 211 support-related reviews, reducing reliance on frustrating boilerplate responses.
Stage 2
Implement seller quality scoring visible to customers, using delivery accuracy and product condition metrics to address the 125 delivery issue and 25 damaged product complaints.
Enable phone number flexibility for non-Romanian users through alternative authentication methods, resolving the account access barrier mentioned in international customer reviews.
Deploy Clarity's AI Agents across Romanian and English channels to provide multilingual support at scale, addressing both language barrier complaints and reducing response time delays.
Stage 3
Implement seller quality scoring visible to customers, using delivery accuracy and product condition metrics to address the 125 delivery issue and 25 damaged product complaints.
Enable phone number flexibility for non-Romanian users through alternative authentication methods, resolving the account access barrier mentioned in international customer reviews.
Scale Clarity's AI Agents with VoC analytics to continuously surface emerging issues from the 84.5% positive review base, identifying trends before they become detractor themes.
Stage 1
Add English language option to app and website to address the most frequent user request (referenced in 15+ reviews) and expand accessibility for international customers.
Improve delivery time accuracy by implementing realistic ETAs based on actual fulfillment data to reduce the disappointment cited in multiple Romanian-language reviews.
Trial Clarity's AI Agents to handle the top 3 automated inquiry types (order status, returns, delivery tracking) mentioned in 211 support-related reviews, reducing reliance on frustrating boilerplate responses.
Stage 2
Implement seller quality scoring visible to customers, using delivery accuracy and product condition metrics to address the 125 delivery issue and 25 damaged product complaints.
Enable phone number flexibility for non-Romanian users through alternative authentication methods, resolving the account access barrier mentioned in international customer reviews.
Deploy Clarity's AI Agents across Romanian and English channels to provide multilingual support at scale, addressing both language barrier complaints and reducing response time delays.
Stage 3
Implement seller quality scoring visible to customers, using delivery accuracy and product condition metrics to address the 125 delivery issue and 25 damaged product complaints.
Enable phone number flexibility for non-Romanian users through alternative authentication methods, resolving the account access barrier mentioned in international customer reviews.
Scale Clarity's AI Agents with VoC analytics to continuously surface emerging issues from the 84.5% positive review base, identifying trends before they become detractor themes.
Stage 1
Add English language option to app and website to address the most frequent user request (referenced in 15+ reviews) and expand accessibility for international customers.
Improve delivery time accuracy by implementing realistic ETAs based on actual fulfillment data to reduce the disappointment cited in multiple Romanian-language reviews.
Trial Clarity's AI Agents to handle the top 3 automated inquiry types (order status, returns, delivery tracking) mentioned in 211 support-related reviews, reducing reliance on frustrating boilerplate responses.
Stage 2
Implement seller quality scoring visible to customers, using delivery accuracy and product condition metrics to address the 125 delivery issue and 25 damaged product complaints.
Enable phone number flexibility for non-Romanian users through alternative authentication methods, resolving the account access barrier mentioned in international customer reviews.
Deploy Clarity's AI Agents across Romanian and English channels to provide multilingual support at scale, addressing both language barrier complaints and reducing response time delays.
Stage 3
Implement seller quality scoring visible to customers, using delivery accuracy and product condition metrics to address the 125 delivery issue and 25 damaged product complaints.
Enable phone number flexibility for non-Romanian users through alternative authentication methods, resolving the account access barrier mentioned in international customer reviews.
Scale Clarity's AI Agents with VoC analytics to continuously surface emerging issues from the 84.5% positive review base, identifying trends before they become detractor themes.
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