Direct Line
This is customized report built by Clarity, using AI to analyze feedback from platforms like the App Store and Reddit.
Building trust in every customer interaction
Top Insights
Top Insights
Top Insights
A weekly roundup of Around 15% of users experience issues with viewing their insurance policies on the app, with some policies not appearing or showing outdated information. This makes it challenging for users to confirm their coverage or manage their policies effectively.'s key feedback
A weekly roundup of Around 15% of users experience issues with viewing their insurance policies on the app, with some policies not appearing or showing outdated information. This makes it challenging for users to confirm their coverage or manage their policies effectively.'s key feedback
A weekly roundup of Around 15% of users experience issues with viewing their insurance policies on the app, with some policies not appearing or showing outdated information. This makes it challenging for users to confirm their coverage or manage their policies effectively.'s key feedback
Login Issues
A significant number of users, approximately 20%, report difficulties logging into the app, often receiving error messages or invalid codes despite using correct credentials. This issue is particularly frustrating as users can access their accounts via the website without problems.
I can log in on the website, but the app won't accept my login details.
Login Issues
A significant number of users, approximately 20%, report difficulties logging into the app, often receiving error messages or invalid codes despite using correct credentials. This issue is particularly frustrating as users can access their accounts via the website without problems.
I can log in on the website, but the app won't accept my login details.
Login Issues
A significant number of users, approximately 20%, report difficulties logging into the app, often receiving error messages or invalid codes despite using correct credentials. This issue is particularly frustrating as users can access their accounts via the website without problems.
I can log in on the website, but the app won't accept my login details.
Policy Visibility Problems
Around 15% of users experience issues with viewing their insurance policies on the app, with some policies not appearing or showing outdated information. This makes it challenging for users to confirm their coverage or manage their policies effectively.
My new car details aren't showing on the app, so I'm unsure if I'm insured.
Policy Visibility Problems
Around 15% of users experience issues with viewing their insurance policies on the app, with some policies not appearing or showing outdated information. This makes it challenging for users to confirm their coverage or manage their policies effectively.
My new car details aren't showing on the app, so I'm unsure if I'm insured.
Policy Visibility Problems
Around 15% of users experience issues with viewing their insurance policies on the app, with some policies not appearing or showing outdated information. This makes it challenging for users to confirm their coverage or manage their policies effectively.
My new car details aren't showing on the app, so I'm unsure if I'm insured.
App Functionality Errors
Approximately 10% of users encounter functionality errors, such as the app crashing or failing to load necessary documents, which hinders their ability to use the app for its intended purpose.
The app crashes every time I try to generate a quote, making it unusable.
App Functionality Errors
Approximately 10% of users encounter functionality errors, such as the app crashing or failing to load necessary documents, which hinders their ability to use the app for its intended purpose.
The app crashes every time I try to generate a quote, making it unusable.
App Functionality Errors
Approximately 10% of users encounter functionality errors, such as the app crashing or failing to load necessary documents, which hinders their ability to use the app for its intended purpose.
The app crashes every time I try to generate a quote, making it unusable.
Customer Support Frustrations
About 12% of users express dissatisfaction with customer support, citing long wait times and ineffective chatbot interactions, which fail to resolve their issues and lead to further frustration.
The chatbot couldn't help, and I never managed to speak to a human for support.
Customer Support Frustrations
About 12% of users express dissatisfaction with customer support, citing long wait times and ineffective chatbot interactions, which fail to resolve their issues and lead to further frustration.
The chatbot couldn't help, and I never managed to speak to a human for support.
Customer Support Frustrations
About 12% of users express dissatisfaction with customer support, citing long wait times and ineffective chatbot interactions, which fail to resolve their issues and lead to further frustration.
The chatbot couldn't help, and I never managed to speak to a human for support.
Competitor Benchmark
A weekly roundup of Client
A weekly roundup of Client
Users' choice
Churchill receives positive feedback for its user-friendly app and excellent customer service, with users appreciating the ease of managing policies and the helpfulness of phone support. However, some users report issues with app functionality and customer service responsiveness.
Users' choice
Churchill receives positive feedback for its user-friendly app and excellent customer service, with users appreciating the ease of managing policies and the helpfulness of phone support. However, some users report issues with app functionality and customer service responsiveness.
Users' choice
Churchill receives positive feedback for its user-friendly app and excellent customer service, with users appreciating the ease of managing policies and the helpfulness of phone support. However, some users report issues with app functionality and customer service responsiveness.
Runner up
Direct Line has mixed reviews, with users praising its user-friendly interface and helpful customer service, but many report technical issues with the app, such as login problems and difficulty accessing policy information. The reliance on chatbots for support is also a common frustration.
Runner up
Direct Line has mixed reviews, with users praising its user-friendly interface and helpful customer service, but many report technical issues with the app, such as login problems and difficulty accessing policy information. The reliance on chatbots for support is also a common frustration.
Runner up
Direct Line has mixed reviews, with users praising its user-friendly interface and helpful customer service, but many report technical issues with the app, such as login problems and difficulty accessing policy information. The reliance on chatbots for support is also a common frustration.
Straggler
Aviva's app is criticized for frequent technical issues, such as login problems and poor functionality, leading to user frustration. Users also report dissatisfaction with customer service and the app's inability to effectively manage policies, despite some appreciating the app's potential and design.
Straggler
Aviva's app is criticized for frequent technical issues, such as login problems and poor functionality, leading to user frustration. Users also report dissatisfaction with customer service and the app's inability to effectively manage policies, despite some appreciating the app's potential and design.
Straggler
Aviva's app is criticized for frequent technical issues, such as login problems and poor functionality, leading to user frustration. Users also report dissatisfaction with customer service and the app's inability to effectively manage policies, despite some appreciating the app's potential and design.
Nuggets
Major highlights of the week
Nuggets
Major highlights of the week
Nuggets
Major highlights of the week
Email Recognition Issue
The app fails to recognize email addresses linked to policies, causing login issues despite successful online access. This inconsistency in email validation disrupts user experience and access to policy information.
Policy Sync Failure
Users experience outdated or missing policy information in the app, leading to confusion about current coverage. This lack of synchronization between the app and online systems undermines trust in the app's reliability.
Multi-Policy Management
The app's design for single email use complicates managing multiple policies, requiring users to log in and out with different emails. This inflexibility hinders efficient policy management for users with multiple accounts.
Login and Activation Issues
Frequent login failures and activation issues, such as invalid codes and app crashes, prevent users from accessing their accounts. These technical barriers significantly degrade the user experience and app usability.
WhatsApp Support Ineffectiveness
The app's reliance on WhatsApp for support is ineffective, with users facing unresolved issues and privacy concerns. This channel fails to provide the necessary assistance, leading to user frustration.
Inadequate Customer Support
Users report long wait times and ineffective chatbot interactions, leading to unresolved issues and dissatisfaction. The lack of efficient human support channels exacerbates user frustration and hinders problem resolution.
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