OLX
OLX
OLX
37.9/100
37.9/100
Overall CX Score
Overall CX Score
OLX
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
23.1/40
23.1/40
Customer Rating Score
Customer Rating Score
8.9/40
8.9/40
Support Sentiment Score
Support Sentiment Score
5.9/20
5.9/20
Recommendation Intent Score
Recommendation Intent Score
Score Breakdown
Score Breakdown
Score Breakdown
of OLX's CX Intelligence Score
of OLX's CX Intelligence Score
of OLX's CX Intelligence Score
OLX averages 2.88 stars across 20,070 reviews. Reviews split sharply: 43% rate 1 star, 39% rate 5 stars. Users praise ease of selling but criticize fraud, intrusive ads, and poor support.
Customer Rating Score: 23.1/40
OLX averages 2.88 stars across 20,070 reviews. Reviews split sharply: 43% rate 1 star, 39% rate 5 stars. Users praise ease of selling but criticize fraud, intrusive ads, and poor support.
Customer Rating Score: 23.1/40
OLX averages 2.88 stars across 20,070 reviews. Reviews split sharply: 43% rate 1 star, 39% rate 5 stars. Users praise ease of selling but criticize fraud, intrusive ads, and poor support.
Customer Rating Score: 23.1/40
1,755 reviews mention support or customer service. 76% express negative sentiment citing no response, unresolved issues, and missing human assistance. Only 20% report positive support experiences with quick resolutions.
Customer Support Sentiment Score: 8.9/40
1,755 reviews mention support or customer service. 76% express negative sentiment citing no response, unresolved issues, and missing human assistance. Only 20% report positive support experiences with quick resolutions.
Customer Support Sentiment Score: 8.9/40
1,755 reviews mention support or customer service. 76% express negative sentiment citing no response, unresolved issues, and missing human assistance. Only 20% report positive support experiences with quick resolutions.
Customer Support Sentiment Score: 8.9/40
43% actively discourage OLX use citing scams and poor service. Only 25% advocate for the platform based on successful transactions. Low advocacy reflects deep trust erosion despite functional core selling features.
Recommendation Intent Score: 5.9/20
43% actively discourage OLX use citing scams and poor service. Only 25% advocate for the platform based on successful transactions. Low advocacy reflects deep trust erosion despite functional core selling features.
Recommendation Intent Score: 5.9/20
43% actively discourage OLX use citing scams and poor service. Only 25% advocate for the platform based on successful transactions. Low advocacy reflects deep trust erosion despite functional core selling features.
Recommendation Intent Score: 5.9/20
Key Findings
Key Findings
Key Findings
Quick Transactions
Strengths
Users consistently praise quick sales velocity and ease of posting listings. The platform effectively connects buyers and sellers, with many reporting same-day or next-day successful transactions. Interface simplicity receives frequent positive mentions, especially for first-time sellers.
Quick Transactions
Strengths
Users consistently praise quick sales velocity and ease of posting listings. The platform effectively connects buyers and sellers, with many reporting same-day or next-day successful transactions. Interface simplicity receives frequent positive mentions, especially for first-time sellers.
Quick Transactions
Strengths
Users consistently praise quick sales velocity and ease of posting listings. The platform effectively connects buyers and sellers, with many reporting same-day or next-day successful transactions. Interface simplicity receives frequent positive mentions, especially for first-time sellers.
Platform Improvements
Opportunities
Reduce intrusive in-app advertising that disrupts browsing. Strengthen fraud detection and verification to prevent scam listings. Improve search filters, especially location-based options that users report as broken or removed.
Platform Improvements
Opportunities
Reduce intrusive in-app advertising that disrupts browsing. Strengthen fraud detection and verification to prevent scam listings. Improve search filters, especially location-based options that users report as broken or removed.
Platform Improvements
Opportunities
Reduce intrusive in-app advertising that disrupts browsing. Strengthen fraud detection and verification to prevent scam listings. Improve search filters, especially location-based options that users report as broken or removed.
Fraudulent Support
Critical Issues
Platform enables widespread fraud with minimal protection or recourse for victims. Support channels are largely unresponsive or non-existent according to hundreds of reviews. Users report account lockouts with no path to resolution or human contact.
Fraudulent Support
Critical Issues
Platform enables widespread fraud with minimal protection or recourse for victims. Support channels are largely unresponsive or non-existent according to hundreds of reviews. Users report account lockouts with no path to resolution or human contact.
Fraudulent Support
Critical Issues
Platform enables widespread fraud with minimal protection or recourse for victims. Support channels are largely unresponsive or non-existent according to hundreds of reviews. Users report account lockouts with no path to resolution or human contact.
Quotes
Most Impactful Quotes from Customers
Quotes
Most Impactful Quotes from Customers
Quotes
Most Impactful Quotes from Customers
Promoter
OLX sempre a melhor plataforma pra vender de tudo. Muito fácil de usar, simples e rápido. Já fiz tanto bom negócio nessa plataforma, muito boa mesmo.
Neutral
O APP em si é funcional e muito bom só há um problema, a quantidade de pessoas que dão golpe ou estão tentando dar. Meu feedback seria uma fiscalização na hora do anunciamento de algum item, assim fica seguro tanto ao vendedor tanto ao comprador.
Detractor
Não recomendo pra ninguém, golpistas agindo e a OLX fazendo vista grossa. Se você precisar do suporte pra comunicar qualquer mal entendido você passa nervoso porque não tem suporte humano. OLX NUNCA MAIS.
Customized Action Plan
Customized Action Plan
Customized Action Plan
Stage 1
Implement mandatory ID verification with selfie check for all new sellers to reduce fraud complaints that appear in 7.6% of reviews.
Remove or reduce intrusive mid-browse ads that 21% of reviews cite as disrupting the shopping experience.
Trial Clarity's AI Agents to handle the most common queries about account access, listing status, and payment timing that currently go unanswered.
Stage 2
Establish monthly fraud prevention KPI reporting visible to users to rebuild platform trust.
Implement ad frequency caps based on user feedback about excessive commercial interruptions.
Deploy Clarity's AI Agents across Portuguese and English channels to provide 24/7 first-line support for payment, account, and technical issues.
Stage 3
Establish monthly fraud prevention KPI reporting visible to users to rebuild platform trust.
Implement ad frequency caps based on user feedback about excessive commercial interruptions.
Scale Clarity's AI Agents with VoC analytics to surface emerging scam patterns, support gaps, and product issues from review sentiment trends.
Stage 1
Implement mandatory ID verification with selfie check for all new sellers to reduce fraud complaints that appear in 7.6% of reviews.
Remove or reduce intrusive mid-browse ads that 21% of reviews cite as disrupting the shopping experience.
Trial Clarity's AI Agents to handle the most common queries about account access, listing status, and payment timing that currently go unanswered.
Stage 2
Establish monthly fraud prevention KPI reporting visible to users to rebuild platform trust.
Implement ad frequency caps based on user feedback about excessive commercial interruptions.
Deploy Clarity's AI Agents across Portuguese and English channels to provide 24/7 first-line support for payment, account, and technical issues.
Stage 3
Establish monthly fraud prevention KPI reporting visible to users to rebuild platform trust.
Implement ad frequency caps based on user feedback about excessive commercial interruptions.
Scale Clarity's AI Agents with VoC analytics to surface emerging scam patterns, support gaps, and product issues from review sentiment trends.
Stage 1
Implement mandatory ID verification with selfie check for all new sellers to reduce fraud complaints that appear in 7.6% of reviews.
Remove or reduce intrusive mid-browse ads that 21% of reviews cite as disrupting the shopping experience.
Trial Clarity's AI Agents to handle the most common queries about account access, listing status, and payment timing that currently go unanswered.
Stage 2
Establish monthly fraud prevention KPI reporting visible to users to rebuild platform trust.
Implement ad frequency caps based on user feedback about excessive commercial interruptions.
Deploy Clarity's AI Agents across Portuguese and English channels to provide 24/7 first-line support for payment, account, and technical issues.
Stage 3
Establish monthly fraud prevention KPI reporting visible to users to rebuild platform trust.
Implement ad frequency caps based on user feedback about excessive commercial interruptions.
Scale Clarity's AI Agents with VoC analytics to surface emerging scam patterns, support gaps, and product issues from review sentiment trends.
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