Grab: Taxi Ride, Food Delivery
Grab: Taxi Ride, Food Delivery
Grab: Taxi Ride, Food Delivery
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
Top Insights
Top Insights
Top Insights
A weekly roundup of 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.'s key feedback
A weekly roundup of 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.'s key feedback
A weekly roundup of 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.'s key feedback
Location Issues
Users frequently experience problems with the app's location services, leading to incorrect delivery addresses or ride pickups. Approximately 15% of users report this issue, which can cause significant inconvenience and delays.
The app defaults to an old location, causing deliveries to go to the wrong address.
Location Issues
Users frequently experience problems with the app's location services, leading to incorrect delivery addresses or ride pickups. Approximately 15% of users report this issue, which can cause significant inconvenience and delays.
The app defaults to an old location, causing deliveries to go to the wrong address.
Location Issues
Users frequently experience problems with the app's location services, leading to incorrect delivery addresses or ride pickups. Approximately 15% of users report this issue, which can cause significant inconvenience and delays.
The app defaults to an old location, causing deliveries to go to the wrong address.
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.
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.
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.
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.
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.
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.
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.
Competitor Benchmark
A weekly roundup of Client
A weekly roundup of Client
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.
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.
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.
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.
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.
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.
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.
Nuggets
Major highlights of the week
Nuggets
Major highlights of the week
Nuggets
Major highlights of the week
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.
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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
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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