Takealot
Takealot
Takealot
92.6/100
92.6/100
Overall CX Score
Overall CX Score
Takealot
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
37.4/40
37.4/40
Customer Rating Score
Customer Rating Score
36.5/40
36.5/40
Support Sentiment Score
Support Sentiment Score
18.7/20
18.7/20
Recommendation Intent Score
Recommendation Intent Score
Score Breakdown
Score Breakdown
Score Breakdown
of Takealot's CX Intelligence Score
of Takealot's CX Intelligence Score
of Takealot's CX Intelligence Score
Average rating is 4.71/5 across 17,766 reviews. 84% are 5-star ratings. Low ratings cite delivery delays, payment failures, and return policy frustrations.
Customer Rating Score: 37.4/40
Average rating is 4.71/5 across 17,766 reviews. 84% are 5-star ratings. Low ratings cite delivery delays, payment failures, and return policy frustrations.
Customer Rating Score: 37.4/40
Average rating is 4.71/5 across 17,766 reviews. 84% are 5-star ratings. Low ratings cite delivery delays, payment failures, and return policy frustrations.
Customer Rating Score: 37.4/40
2,383 reviews mention support or service. 91% express positive sentiment. Customers praise fast responses and helpful teams. Complaints focus on chatbot limitations and slow email replies.
Customer Support Sentiment Score: 36.5/40
2,383 reviews mention support or service. 91% express positive sentiment. Customers praise fast responses and helpful teams. Complaints focus on chatbot limitations and slow email replies.
Customer Support Sentiment Score: 36.5/40
2,383 reviews mention support or service. 91% express positive sentiment. Customers praise fast responses and helpful teams. Complaints focus on chatbot limitations and slow email replies.
Customer Support Sentiment Score: 36.5/40
93.8% are promoters who actively recommend Takealot. Common phrases include 'best app', 'highly recommend', and 'love this service'. Only 4.6% are detractors.
Recommendation Intent Score: 18.7/20
93.8% are promoters who actively recommend Takealot. Common phrases include 'best app', 'highly recommend', and 'love this service'. Only 4.6% are detractors.
Recommendation Intent Score: 18.7/20
93.8% are promoters who actively recommend Takealot. Common phrases include 'best app', 'highly recommend', and 'love this service'. Only 4.6% are detractors.
Recommendation Intent Score: 18.7/20
Key Findings
Key Findings
Key Findings
Reliable Platform
Strengths
Delivery is consistently fast and reliable. The app is user-friendly with easy checkout. Product variety meets diverse customer needs. Customers trust the platform for repeat purchases.
Reliable Platform
Strengths
Delivery is consistently fast and reliable. The app is user-friendly with easy checkout. Product variety meets diverse customer needs. Customers trust the platform for repeat purchases.
Reliable Platform
Strengths
Delivery is consistently fast and reliable. The app is user-friendly with easy checkout. Product variety meets diverse customer needs. Customers trust the platform for repeat purchases.
Platform Improvements
Opportunities
Delivery to remote areas experiences delays. Payment options like PayJustNow and cash-on-delivery face technical issues. Return policies for certain items confuse customers. App login and OTP failures frustrate some users.
Platform Improvements
Opportunities
Delivery to remote areas experiences delays. Payment options like PayJustNow and cash-on-delivery face technical issues. Return policies for certain items confuse customers. App login and OTP failures frustrate some users.
Platform Improvements
Opportunities
Delivery to remote areas experiences delays. Payment options like PayJustNow and cash-on-delivery face technical issues. Return policies for certain items confuse customers. App login and OTP failures frustrate some users.
Platform Risks
Critical Issues
Some customers report fraudulent sellers and fake products. A few experienced refund theft incidents. Chatbot-only support angers customers needing human assistance. Same-day delivery promises are sometimes broken without consent.
Platform Risks
Critical Issues
Some customers report fraudulent sellers and fake products. A few experienced refund theft incidents. Chatbot-only support angers customers needing human assistance. Same-day delivery promises are sometimes broken without consent.
Platform Risks
Critical Issues
Some customers report fraudulent sellers and fake products. A few experienced refund theft incidents. Chatbot-only support angers customers needing human assistance. Same-day delivery promises are sometimes broken without consent.
Quotes
Most Impactful Quotes from Customers
Quotes
Most Impactful Quotes from Customers
Quotes
Most Impactful Quotes from Customers
Promoter
Take a lot has many good deals and makes it easy to make purchases, I have never been dissappointed with any purchase.
Neutral
To be honest I like the app everything is all good and well, it's just the waiting period for people that are on the out scurts.
Detractor
what nonsens is this? You can't replace or get refund on books as it is NON-RETURNABALE?? Does Retail Law not allow for a Purchase to be reversed in a weeks notice?
Customized Action Plan
Customized Action Plan
Customized Action Plan
Stage 1
Clarify return policies for non-returnable items like books in product descriptions and at checkout to reduce confusion and complaints.
Fix PayJustNow and cash-on-delivery technical failures by auditing payment gateway integrations and displaying availability accurately.
Trial Clarity's AI Agents to handle delivery status inquiries and OTP troubleshooting, the two most frequent low-complexity support requests in reviews.
Stage 2
Implement proactive alerts when same-day delivery cannot be met and offer automatic compensation to rebuild trust after broken promises.
Strengthen seller verification processes and product authentication checks to eliminate fraudulent listings and fake product complaints.
Deploy Clarity's AI Agents across email and chat to automate payment issue resolutions and return policy explanations in multiple languages.
Stage 3
Implement proactive alerts when same-day delivery cannot be met and offer automatic compensation to rebuild trust after broken promises.
Strengthen seller verification processes and product authentication checks to eliminate fraudulent listings and fake product complaints.
Scale Clarity's AI Agents with VoC analytics to detect emerging issues like payment failures and delivery delays in real-time and trigger preventive actions.
Stage 1
Clarify return policies for non-returnable items like books in product descriptions and at checkout to reduce confusion and complaints.
Fix PayJustNow and cash-on-delivery technical failures by auditing payment gateway integrations and displaying availability accurately.
Trial Clarity's AI Agents to handle delivery status inquiries and OTP troubleshooting, the two most frequent low-complexity support requests in reviews.
Stage 2
Implement proactive alerts when same-day delivery cannot be met and offer automatic compensation to rebuild trust after broken promises.
Strengthen seller verification processes and product authentication checks to eliminate fraudulent listings and fake product complaints.
Deploy Clarity's AI Agents across email and chat to automate payment issue resolutions and return policy explanations in multiple languages.
Stage 3
Implement proactive alerts when same-day delivery cannot be met and offer automatic compensation to rebuild trust after broken promises.
Strengthen seller verification processes and product authentication checks to eliminate fraudulent listings and fake product complaints.
Scale Clarity's AI Agents with VoC analytics to detect emerging issues like payment failures and delivery delays in real-time and trigger preventive actions.
Stage 1
Clarify return policies for non-returnable items like books in product descriptions and at checkout to reduce confusion and complaints.
Fix PayJustNow and cash-on-delivery technical failures by auditing payment gateway integrations and displaying availability accurately.
Trial Clarity's AI Agents to handle delivery status inquiries and OTP troubleshooting, the two most frequent low-complexity support requests in reviews.
Stage 2
Implement proactive alerts when same-day delivery cannot be met and offer automatic compensation to rebuild trust after broken promises.
Strengthen seller verification processes and product authentication checks to eliminate fraudulent listings and fake product complaints.
Deploy Clarity's AI Agents across email and chat to automate payment issue resolutions and return policy explanations in multiple languages.
Stage 3
Implement proactive alerts when same-day delivery cannot be met and offer automatic compensation to rebuild trust after broken promises.
Strengthen seller verification processes and product authentication checks to eliminate fraudulent listings and fake product complaints.
Scale Clarity's AI Agents with VoC analytics to detect emerging issues like payment failures and delivery delays in real-time and trigger preventive actions.
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