Iyzico
Iyzico
Iyzico
45.9/100
45.9/100
Overall CX Score
Overall CX Score
Iyzico
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
17.4/40
17.4/40
Customer Rating Score
Customer Rating Score
23.9/40
23.9/40
Support Sentiment Score
Support Sentiment Score
4.6/20
4.6/20
Recommendation Intent Score
Recommendation Intent Score
Score Breakdown
Score Breakdown
Score Breakdown
of Iyzico's CX Intelligence Score
of Iyzico's CX Intelligence Score
of Iyzico's CX Intelligence Score
Average rating is 2.18 out of 5 across 621 reviews. Distribution shows 64% 1-star ratings and 23% 5-star ratings, indicating strong polarization. Low ratings stem from payment failures, refund delays, and account access issues.
Customer Rating Score: 17.4/40
Average rating is 2.18 out of 5 across 621 reviews. Distribution shows 64% 1-star ratings and 23% 5-star ratings, indicating strong polarization. Low ratings stem from payment failures, refund delays, and account access issues.
Customer Rating Score: 17.4/40
Average rating is 2.18 out of 5 across 621 reviews. Distribution shows 64% 1-star ratings and 23% 5-star ratings, indicating strong polarization. Low ratings stem from payment failures, refund delays, and account access issues.
Customer Rating Score: 17.4/40
Customer support mentioned in 88 reviews with mixed sentiment. Positive mentions (17%) praise responsiveness. Negative mentions (11%) cite slow response times and unresolved refund issues. Most mentions are neutral service interactions.
Customer Support Sentiment Score: 23.9/40
Customer support mentioned in 88 reviews with mixed sentiment. Positive mentions (17%) praise responsiveness. Negative mentions (11%) cite slow response times and unresolved refund issues. Most mentions are neutral service interactions.
Customer Support Sentiment Score: 23.9/40
Customer support mentioned in 88 reviews with mixed sentiment. Positive mentions (17%) praise responsiveness. Negative mentions (11%) cite slow response times and unresolved refund issues. Most mentions are neutral service interactions.
Customer Support Sentiment Score: 23.9/40
Only 23% of reviews show promoter intent, with 68% actively discouraging use. Detractors frequently cite transaction failures and refund difficulties. Promoters appreciate transaction speed and credit limits.
Recommendation Intent Score: 4.6/20
Only 23% of reviews show promoter intent, with 68% actively discouraging use. Detractors frequently cite transaction failures and refund difficulties. Promoters appreciate transaction speed and credit limits.
Recommendation Intent Score: 4.6/20
Only 23% of reviews show promoter intent, with 68% actively discouraging use. Detractors frequently cite transaction failures and refund difficulties. Promoters appreciate transaction speed and credit limits.
Recommendation Intent Score: 4.6/20
Key Findings
Key Findings
Key Findings
User Advantages
Strengths
Transaction speed praised by satisfied users. Credit limit flexibility valued by active users. QR code payment functionality well-received. Mobile app accessibility praised in positive reviews.
User Advantages
Strengths
Transaction speed praised by satisfied users. Credit limit flexibility valued by active users. QR code payment functionality well-received. Mobile app accessibility praised in positive reviews.
User Advantages
Strengths
Transaction speed praised by satisfied users. Credit limit flexibility valued by active users. QR code payment functionality well-received. Mobile app accessibility praised in positive reviews.
Platform Improvements
Opportunities
Refund processing requires significant improvement with 48 complaints. Account onboarding creates friction with 58 mentions of login and verification issues. Payment failure notifications need enhancement. Language settings don't persist across sessions.
Platform Improvements
Opportunities
Refund processing requires significant improvement with 48 complaints. Account onboarding creates friction with 58 mentions of login and verification issues. Payment failure notifications need enhancement. Language settings don't persist across sessions.
Platform Improvements
Opportunities
Refund processing requires significant improvement with 48 complaints. Account onboarding creates friction with 58 mentions of login and verification issues. Payment failure notifications need enhancement. Language settings don't persist across sessions.
Platform Failures
Critical Issues
Transaction failures leave customers without tickets and without refunds. Refund delays extend beyond acceptable timeframes with unclear resolution paths. Customer support response times exceed promised wait times. Promotional bonus promises unfulfilled, damaging trust.
Platform Failures
Critical Issues
Transaction failures leave customers without tickets and without refunds. Refund delays extend beyond acceptable timeframes with unclear resolution paths. Customer support response times exceed promised wait times. Promotional bonus promises unfulfilled, damaging trust.
Platform Failures
Critical Issues
Transaction failures leave customers without tickets and without refunds. Refund delays extend beyond acceptable timeframes with unclear resolution paths. Customer support response times exceed promised wait times. Promotional bonus promises unfulfilled, damaging trust.
Quotes
Most Impactful Quotes from Customers
Quotes
Most Impactful Quotes from Customers
Quotes
Most Impactful Quotes from Customers
Promoter
I'm in shock so far. I found the app on the internet. I can't believe my luck. If this is all true, there hasn't been such a breakthrough as this app yet. Thanks to the developers.
Neutral
The language interface can't be saved. Each time I close and open the app I have to go to settings and change the language. It always goes back to Turkish.
Detractor
On November 5th at 12:22 I booked a Flixbus ticket via the Turkish website and paid via Iyzico and Wise. The website was frozen for 10 minutes, I never got the ticket, I didn't get a refund. Iyzico sent me the transaction number and I should contact Flixbus. I wrote more than 10 emails and had around 5 chats, not one agent could find the ticket. Both Flixbus and Wise said it's a problem with Iyzico. I kindly ask you to solve this problem and give me a refund.
Customized Action Plan
Customized Action Plan
Customized Action Plan
Stage 1
Implement automated SMS notifications when transactions fail due to insufficient balance or technical errors based on 10+ failure complaints.
Create fast-track refund process for failed transactions with clear 48-hour resolution SLA addressing 48 refund complaints.
Trial Clarity's AI Agents to handle tier-1 refund status inquiries and transaction error explanations mentioned in 88 support interactions.
Stage 2
Establish cross-functional refund resolution team with merchant and bank integration accountability to eliminate finger-pointing.
Create transparent promotional terms verification system preventing 'bonus not received' complaints from eroding trust.
Deploy Clarity's AI Agents across Turkish and English channels to provide instant refund tracking and promotional campaign eligibility verification.
Stage 3
Establish cross-functional refund resolution team with merchant and bank integration accountability to eliminate finger-pointing.
Create transparent promotional terms verification system preventing 'bonus not received' complaints from eroding trust.
Scale Clarity's AI Agents with VoC analytics to detect emerging payment gateway issues and route complex multi-party disputes to specialized teams.
Stage 1
Implement automated SMS notifications when transactions fail due to insufficient balance or technical errors based on 10+ failure complaints.
Create fast-track refund process for failed transactions with clear 48-hour resolution SLA addressing 48 refund complaints.
Trial Clarity's AI Agents to handle tier-1 refund status inquiries and transaction error explanations mentioned in 88 support interactions.
Stage 2
Establish cross-functional refund resolution team with merchant and bank integration accountability to eliminate finger-pointing.
Create transparent promotional terms verification system preventing 'bonus not received' complaints from eroding trust.
Deploy Clarity's AI Agents across Turkish and English channels to provide instant refund tracking and promotional campaign eligibility verification.
Stage 3
Establish cross-functional refund resolution team with merchant and bank integration accountability to eliminate finger-pointing.
Create transparent promotional terms verification system preventing 'bonus not received' complaints from eroding trust.
Scale Clarity's AI Agents with VoC analytics to detect emerging payment gateway issues and route complex multi-party disputes to specialized teams.
Stage 1
Implement automated SMS notifications when transactions fail due to insufficient balance or technical errors based on 10+ failure complaints.
Create fast-track refund process for failed transactions with clear 48-hour resolution SLA addressing 48 refund complaints.
Trial Clarity's AI Agents to handle tier-1 refund status inquiries and transaction error explanations mentioned in 88 support interactions.
Stage 2
Establish cross-functional refund resolution team with merchant and bank integration accountability to eliminate finger-pointing.
Create transparent promotional terms verification system preventing 'bonus not received' complaints from eroding trust.
Deploy Clarity's AI Agents across Turkish and English channels to provide instant refund tracking and promotional campaign eligibility verification.
Stage 3
Establish cross-functional refund resolution team with merchant and bank integration accountability to eliminate finger-pointing.
Create transparent promotional terms verification system preventing 'bonus not received' complaints from eroding trust.
Scale Clarity's AI Agents with VoC analytics to detect emerging payment gateway issues and route complex multi-party disputes to specialized 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
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20 million
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We can search everything instantly, see the numbers, and even build our own customizable feedback dashboards.
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20 million
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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
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700 million
weekly active customers
Chosen by OpenAI to surface insights from customer conversations securely.
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weekly active customers
Chosen by OpenAI to surface insights from customer conversations securely.
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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"
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System normal
System normal
System normal