Koin
Koin
Koin
21.7/100
21.7/100
Overall CX Score
Overall CX Score
Koin
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
13.6/40
13.6/40
Customer Rating Score
Customer Rating Score
5.7/40
5.7/40
Support Sentiment Score
Support Sentiment Score
2.4/20
2.4/20
Recommendation Intent Score
Recommendation Intent Score
Score Breakdown
Score Breakdown
Score Breakdown
of Koin's CX Intelligence Score
of Koin's CX Intelligence Score
of Koin's CX Intelligence Score
Koin received an average rating of 1.69 out of 5 stars across 49 reviews. 67% of reviewers gave 1-star ratings. The low scores stem from payment failures, unexpected credit cancellations, and transaction errors.
Customer Rating Score: 13.6/40
Koin received an average rating of 1.69 out of 5 stars across 49 reviews. 67% of reviewers gave 1-star ratings. The low scores stem from payment failures, unexpected credit cancellations, and transaction errors.
Customer Rating Score: 13.6/40
Koin received an average rating of 1.69 out of 5 stars across 49 reviews. 67% of reviewers gave 1-star ratings. The low scores stem from payment failures, unexpected credit cancellations, and transaction errors.
Customer Rating Score: 13.6/40
Seven reviews mentioned support or help. Six of these were 1-star reviews expressing frustration. Users complained about lack of accessible support channels. One 4-star review noted the virtual assistant was unresponsive.
Customer Support Sentiment Score: 5.7/40
Seven reviews mentioned support or help. Six of these were 1-star reviews expressing frustration. Users complained about lack of accessible support channels. One 4-star review noted the virtual assistant was unresponsive.
Customer Support Sentiment Score: 5.7/40
Seven reviews mentioned support or help. Six of these were 1-star reviews expressing frustration. Users complained about lack of accessible support channels. One 4-star review noted the virtual assistant was unresponsive.
Customer Support Sentiment Score: 5.7/40
Only 12% of reviewers would recommend Koin. Six reviews expressed positive intent. Forty reviews actively discouraged others from using the app. Multiple reviewers explicitly called it a scam or waste of time.
Recommendation Intent Score: 2.4/20
Only 12% of reviewers would recommend Koin. Six reviews expressed positive intent. Forty reviews actively discouraged others from using the app. Multiple reviewers explicitly called it a scam or waste of time.
Recommendation Intent Score: 2.4/20
Only 12% of reviewers would recommend Koin. Six reviews expressed positive intent. Forty reviews actively discouraged others from using the app. Multiple reviewers explicitly called it a scam or waste of time.
Recommendation Intent Score: 2.4/20
Key Findings
Key Findings
Key Findings
Revolutionary Credit
Strengths
Three reviewers praised the concept as revolutionary. One user appreciated having credit access. The installment payment model resonated with some users. Positive reviewers saw potential in the service.
Revolutionary Credit
Strengths
Three reviewers praised the concept as revolutionary. One user appreciated having credit access. The installment payment model resonated with some users. Positive reviewers saw potential in the service.
Revolutionary Credit
Strengths
Three reviewers praised the concept as revolutionary. One user appreciated having credit access. The installment payment model resonated with some users. Positive reviewers saw potential in the service.
Service Clarity
Opportunities
Payment completion failures dominate complaints. Users want clearer communication about down payment requirements. Many requested more transparent credit limit policies. Refund processing speed needs improvement.
Service Clarity
Opportunities
Payment completion failures dominate complaints. Users want clearer communication about down payment requirements. Many requested more transparent credit limit policies. Refund processing speed needs improvement.
Service Clarity
Opportunities
Payment completion failures dominate complaints. Users want clearer communication about down payment requirements. Many requested more transparent credit limit policies. Refund processing speed needs improvement.
Financial Errors
Critical Issues
Users report money deducted without purchases completing. Credit limits disappear without warning or explanation. Refunds fail to process after cancelled transactions. Multiple users called the service fraudulent or deceptive.
Financial Errors
Critical Issues
Users report money deducted without purchases completing. Credit limits disappear without warning or explanation. Refunds fail to process after cancelled transactions. Multiple users called the service fraudulent or deceptive.
Financial Errors
Critical Issues
Users report money deducted without purchases completing. Credit limits disappear without warning or explanation. Refunds fail to process after cancelled transactions. Multiple users called the service fraudulent or deceptive.
Quotes
Most Impactful Quotes from Customers
Quotes
Most Impactful Quotes from Customers
Quotes
Most Impactful Quotes from Customers
Promoter
Muito bom! Porém, poderia ter pontos a mais quando as parcelas forem pagas antes, e ter mais níveis de limite disponível!!
Neutral
Segunda vez que faço o pagamento da entrada, e vocês não confirmam a compra, e eu já perdi dinheiro duas vezes e não tenho resposta.
Detractor
Não baixem, é pura enganação! O app mostra um saldo disponível para compras, mas na hora de pagar via PIX, pede um valor de entrada e, mesmo assim, a compra não é concluída. No fim, aparece que não é possível seguir com a transação. Golpe!
Customized Action Plan
Customized Action Plan
Customized Action Plan
Stage 1
Implement real-time payment status notifications. Users lose trust when money deducts but purchases fail silently.
Create transparent credit limit policy documentation. Explain when and why limits change to prevent surprise cancellations.
Trial Clarity's AI Agents to handle basic payment status inquiries. Let AI provide instant transaction updates while human agents focus on refund escalations.
Stage 2
Institute post-transaction feedback collection. Catch payment failures before users post public reviews.
Create dedicated resolution team for fraud accusations. These reviews damage brand trust and require urgent human intervention.
Deploy Clarity's AI Agents across all support channels. Automate responses for transaction status, refund timelines, and credit limit questions.
Stage 3
Institute post-transaction feedback collection. Catch payment failures before users post public reviews.
Create dedicated resolution team for fraud accusations. These reviews damage brand trust and require urgent human intervention.
Scale Clarity's AI Agents with VoC analytics. Surface payment failure patterns and credit cancellation triggers to prevent recurring issues.
Stage 1
Implement real-time payment status notifications. Users lose trust when money deducts but purchases fail silently.
Create transparent credit limit policy documentation. Explain when and why limits change to prevent surprise cancellations.
Trial Clarity's AI Agents to handle basic payment status inquiries. Let AI provide instant transaction updates while human agents focus on refund escalations.
Stage 2
Institute post-transaction feedback collection. Catch payment failures before users post public reviews.
Create dedicated resolution team for fraud accusations. These reviews damage brand trust and require urgent human intervention.
Deploy Clarity's AI Agents across all support channels. Automate responses for transaction status, refund timelines, and credit limit questions.
Stage 3
Institute post-transaction feedback collection. Catch payment failures before users post public reviews.
Create dedicated resolution team for fraud accusations. These reviews damage brand trust and require urgent human intervention.
Scale Clarity's AI Agents with VoC analytics. Surface payment failure patterns and credit cancellation triggers to prevent recurring issues.
Stage 1
Implement real-time payment status notifications. Users lose trust when money deducts but purchases fail silently.
Create transparent credit limit policy documentation. Explain when and why limits change to prevent surprise cancellations.
Trial Clarity's AI Agents to handle basic payment status inquiries. Let AI provide instant transaction updates while human agents focus on refund escalations.
Stage 2
Institute post-transaction feedback collection. Catch payment failures before users post public reviews.
Create dedicated resolution team for fraud accusations. These reviews damage brand trust and require urgent human intervention.
Deploy Clarity's AI Agents across all support channels. Automate responses for transaction status, refund timelines, and credit limit questions.
Stage 3
Institute post-transaction feedback collection. Catch payment failures before users post public reviews.
Create dedicated resolution team for fraud accusations. These reviews damage brand trust and require urgent human intervention.
Scale Clarity's AI Agents with VoC analytics. Surface payment failure patterns and credit cancellation triggers to prevent recurring issues.
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