Grab: Taxi Ride, Food Delivery
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
Customer Service Gaps
Many users express frustration with the lack of effective customer service, including unhelpful support agents and inadequate resolution of issues. This affects around 20% of users, who feel their concerns are not adequately addressed.
Support was useless and ignored my detailed problem description.
Pricing Concerns
There is a notable dissatisfaction with sudden and unexplained price increases for rides and deliveries, with about 10% of users feeling that the service has become overpriced and less competitive.
Taxi fares have almost doubled without clear reasons, making the service feel overpriced.
Order and Cancellation Issues
Users report problems with order cancellations and delays, including being charged for unfulfilled orders or long wait times before cancellation is allowed. Approximately 12% of users are affected by these issues, leading to frustration and inconvenience.
I had to wait 30 minutes to cancel an order that wasn't being fulfilled.
Users' choice
Uber receives mixed feedback with many users praising the professionalism and punctuality of drivers, while others criticize the app for glitches, unexpected charges, and poor customer service. Users appreciate the convenience and reliability, but some express frustration over long wait times and lack of support.
Runner up
Grab receives a mix of positive and negative feedback. Users appreciate its convenience and reliability, especially for rides and food delivery in Southeast Asia. However, there are complaints about high prices, poor customer service, app glitches, and issues with order cancellations and driver availability.
Straggler
Gojek is praised for its wide range of services and competitive pricing, with users appreciating its convenience and reliability. However, some users report issues with app functionality, driver cancellations, and inconsistent pricing, leading to frustration and consideration of alternative services.
iOS Call Issues
After updating iOS, incoming calls from riders do not ring, causing communication breakdowns. This issue disrupts the user experience and requires immediate technical attention.
Unfair Cancellation Fees
In Thailand, users are charged if drivers don't move or ask them to cancel, leading to unjust financial penalties. This practice undermines trust and requires policy revision.
Dark Mode Absence
The app lacks a dark mode, causing discomfort for users in low-light environments. This oversight in UI design affects user satisfaction and accessibility.
Price Surge Confusion
Users experience unexplained and dramatic price surges, even with promotions, leading to perceptions of greed. This pricing strategy needs transparency to maintain user trust.
Location Inaccuracy
The app frequently defaults to incorrect locations, causing delivery errors and user frustration. This technical flaw requires urgent resolution to improve service reliability.
Fraudulent Refunds
Some customers exploit the refund system by falsely claiming missing items, harming small businesses. Implementing stricter verification processes is essential to prevent abuse.
Bring all your feedback into one place—so product, support, customer experience and leadership work from the same source of truth.
